Using summarization service and defining the minimum number of summary lines
As a case business analyst, you can ensure that chats from BMC Live Chat are summarized and the summary is used to create a case in BMC Helix Business Workflows. You can also define the minimum number of lines that a summary must be of to create the case.
To use the summarize chats to create cases
- Log in to BMC Helix Business Workflows.
- Click Application Settings .
The Settings page opens in a new browser tab. - Expand Application Configuration > Common Configurations.
Select USE_SUMMARIZATION_SERVICE.
In the Configuration Values pane, click Add.
- To summarize chats at a global level, from the Company list, select Global.
To summarize chats at a company level, select the company.
When you select the option at a company level, the Global setting is overridden for that company. For other companies, Global setting is applied.- To enable the use of the summarization service, select .
The default value is true. - Click Save.
To define the minimum number of lines for chat summary
- Log in to BMC Helix Business Workflows.
- Click Application Settings .
The Settings page opens in a new browser tab. - Expand Application Configuration > Common Configurations.
Select MIN_LINES_FOR_SUMMARIZATION.
In the Configuration Values pane, click Add.
- Select the Configuration Value.
The default value is 10. - To define the number of lines at a global level, from the Company list, select Global.
To define the number of lines at a company level, select the company.
When you select the option at a company level, the Global setting is overridden for that company. For other companies, Global setting is applied.- Click Save.
Comments
Log in or register to comment.