Agent Copilot supported transfer summaries
Supported use cases
- Blind transfer: Agent to Queue
- Transfer to survey
Partially supported use cases
- Blind transfer: Agent to Agent (Digital interactions only)
Unsupported use cases
- Consult transfers
- Transfer to external number
- Non-customer participant calls to agent
- Non-customer participant calls to queue
The following table demonstrates expected behavior:
| Agent Copilot assignment | Call type | Interaction type | Transfer target | ACW Summary (Agent A) | Agent Copilot Widget (Agent B) | ACW Summary (Agent B) |
|---|---|---|---|---|---|---|
Agent A from Queue A with no Agent Copilot | Blind transfer | Voice & Digital | Queue B with Agent Copilot assigned | None | None | Agent B Interaction Summary Displayed |
| Agent A from Queue A with Agent Copilot assigned | Blind transfer | Voice & Digital | Queue B with Agent Copilot assigned | Agent A Interaction Summary Displayed | Agent A Interaction Summary Displayed | Agent B Interaction Summary Displayed |
| Agent A from queue A with Agent Copilot assigned | Blind transfer | Digital | Agent B from queue B with Agent Copilot assigned | Agent A Interaction Summary Displayed | Agent A Interaction Summary Displayed | Agent B Interaction Summary Displayed |
| Agent A from queue A with Agent Copilot assigned | Blind transfer | Voice & Digital | Agent B from queue A with Agent Copilot Assigned | Agent A Interaction Summary Displayed | Agent A Interaction Summary Displayed | Agent B Interaction Summary Displayed |
| Agent A from Queue A with Agent Copilot assigned | Blind transfer | Voice & Digital | Queue B with No Agent Copilot assigned | Agent A Interaction Summary Displayed | None | None |
[NEXT] Was this article helpful?
Get user feedback about articles.