Sidebar Summarization

Overview

This skill generates concise sidebar summaries for customer service agents working in Agent Workspace. When an agent opens or is assigned a case, the sidebar summary provides instant context without requiring the agent to read through the entire case history. It covers:

• Generating a compact case overview with priority, status, and age
• Pulling customer history including past cases, interactions, and satisfaction scores
• Summarizing the consumer profile and account tier for entitlement context
• Identifying related or similar cases that may indicate a broader issue
• Recommending next-best actions based on case category and resolution patterns
• Highlighting SLA status and any escalation risks

When to use: When agents need rapid context upon accepting a case, during live chat or phone interactions, or when reviewing a queue of assigned cases.

Value proposition: Reduces average handle time by providing agents with pre-assembled case context, customer history, and actionable recommendations in a scannable sidebar format. Eliminates the need to manually navigate between multiple records to build context.

Prerequisites