Using summarization service and defining the minimum number of summary lines

As an administrator, you can enable the summarization service to create case description from chat transcripts. You can then define the minimum number of chat lines that will be considered for creating the case description.

To use the summarize chats to create cases

1. Log in to BMC Helix Business Workflows.
2. Click Application Settings .
3. Expand Application Configuration > Common Configurations.
4. To summarize chats at a global level, from the Company list, select Global.
5. 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.

1. Select USE_SUMMARIZATION_SERVICE.
2. In the Configuration Values pane, click Add.
3. To enable the use of the summarization service, select .
   The default value is true.

1. Click Save.

To define the minimum number of lines for chat summary

1. Log in to BMC Helix Business Workflows.
2. Click Application Settings .
3. Expand Application Configuration > Common Configurations.
4. To define the minimum number of lines at a global level, from the Company list, select Global.
5. 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.

1. Select MIN_LINES_FOR_SUMMARIZATION.
2. In the Configuration Values pane, click Add.
3. Select the Configuration Value.
   The default value is 10.

1. Click Save.