Read the summary of a contact in the new media player

IMPORTANT The information on this page is about the AI Interaction Summary tab in the new media player. For information about AI Interaction Summaries in the classic media player, go here: View AI insights for a contact in the classic media player.
How do I know which version of the media player I have?
If you see the Return to classic button in the upper-right corner of the page, you are in the new media player, and the information below applies to you.
If you see the Switch to new media player button, or if you don't see either of these buttons, you are in the classic media player. Go here for information about the classic media player: Play contacts in the classic media player.

The AI Interaction Summary tab in the new media player summarizes the contact. Most summaries are approximately 150 words, but some summaries might be longer or shorter depending on the length of the contact’s transcript.

Prerequisites

You have the View Contacts and View Speech to Text Analytics permissions.
The contact has a transcript. This transcript can be either the transcription of an audio contact or the text record of a chat or email exchange. The AI Interaction Summary tab is not currently available for text or SMS contacts.
(For audio contacts) An administrator has created an ongoing Analytics speech-to-text task with AI Interaction Summary enabled (see Turn on Interaction Summary or Create Analytics tasks).
(For digital contacts) An administrator has created an Interaction Summary - Digital Contacts task (see Create Analytics tasks).

Page location

Interactions > Double-click a contact > AI interaction summary tab

You can also open the Media Player by clicking a contact ID in one of these locations:

The Agent Explorer page
The Performance Management home page
In Insights
The AI Tags dashboard
The Auto QM dashboard
The Trending Topics dashboard
The Details pane of an Analytics widget

Procedure

Copy a summary

Click the Copy icon.