Collapse Voice Generative AI EAP call transcription + summary

Update August 2024

There is an improvement occurring with agent workspace coming this year whereby comments can be collapsed. 

Thanks,

Sean

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Hi Nick,

Thanks for the feedback!

Unfortunately, it is not possible to collapse or hide the internal note containing call transcription at the moment.

We will add this to our backlog, can't commit to any timelines.

Thanks

Rohan

@rohan11, we've disabled this EAP until the ability to collapse-by-default is included. The transcript logs make the UI unusable when they're all shown by default. 

To get around this, I use the filter button at the top of the ticket ( next to the events button) to filter out the internal notes.

@vicki12 In an environment where the majority of tickets come from calls, that solution turns off the signal and the noise. When a ticket originates from a phone call but isn't immediately resolved, the full transcript matters ~10% of the time but the other internal notes matter every time.

I'd like to add, our company finds little value in the AI Summary Feature with the internal note taking as much space as it does. The note itself takes up so much space an agent working the ticket can't view anything else. Making this collapsible would be beneficial as it would allow our agents to view this note only when needed and would allow the agent to focus on the relevant information on the ticket without having to scroll.