Configuring the Customer Activity Summary

The Customer Activity Summary zone of the Overview tab provides an AI summary of the activities associated with the customer's account over the past year. This zone provides a quick and easy way to catch up on the important activities that could be impacting your customer, and can help you better understand the state of their account.

Note:

This feature is not available in all regions. Contact Oracle customer support to determine if the AI service is available in your region.

To enable the display of the Customer Activity Summary zone, complete the following steps:

1. Navigate to Master Configuration, and then select Activity History Configuration.
2. In Activity History Configuration, navigate to the AI Summary section, and verify that the Active option is selected. This will activate the AI summarization feature. Unchecking it will disable the AI summarization feature, and the Customer Activity Summary zone will also be disabled

   Note:

   To disable the display of the Customer Activity Summary Zone, deselect this option.
3. Specify the Number of Days of activity history the system should retrieve for AI summarization. For example, to see a summary of the last month, enter 30 days.
4. Specify the Maximum Number of Records to limit the records sent to be summarized. This limit is applied in addition to the number of days.
5. Specify the Minimum Number of Records required to generate a summary. For example, a customer may not have enough activity records in the specified number of days to make summarization meaningful. If the number of activity records for the specified time period is below this number, the summarization is not performed and is not displayed in the zone.
6. Optionally, utilities can specify Override Details based on CIS Division or Customer Class. If you specify values in the Override Details section, the system checks the overrides before using the default values.