Copilot Insights with Groove Dialer Calls

Hi ​@Tara Yauch— Thanks for bringing this question to the Community! This is an important detail for getting the most our of your OmniDialer call insights.  

The short answer is that Groove Dialer calls should align with Copilot Insights and Summaries.  The expected behavior is that any call longer than roughly 5 minutes will generate Insights and a Summary. 

🕐 Why the 5-Minute Rule Is Not Exact

The 5-minute duration is a general rule of thumb.  However, the actual time required for a call to generate Insights and a Summary can be longer due to the underlying technical trigger.  The key factor is the content of the conversation, not just the clock time.  

Copilot triggers a summary when the call transcript hits a minimum token threshold (a measure of word count/conversation length).  Since this is based on actual speech and transcript length, not just the total call duration, the time required for Copilot to generate the Summary and Insights may be more than 5 minutes. For example:

• If a call contains long periods of ringing, hold music, or silence (where no speech tokens are generated), the system might not recognize enough conversation to create a valuable Summary. 
• The threshold may actually require a call to be closer to 5:30 or 5:45 minutes of actual speech to generate enough tokens. 

⏩ Recommended Next Steps

If you have examples of calls that are clearly longer than the general threshold (for example, calls longer than 6 minutes that still don’t produce a Summary or Insights, I would recommend sharing them with our support team in a support ticket, which you can create here. 

Our support team can then review those calls to see if there’s an expected reason for the Insights and Summary to be missing, or if there is anything our engineering team needs to review as a potential issue.  

I hope this information helps clarify the feature and recommended steps.  Please let me know if you have any questions.