Agent Copilot supported transfer summaries
Supported use cases
- Blind transfer: Agent to Queue
- Transfer to survey
- Consult transfer: Agent to Agent, Agent to Queue
- When a virtual agent transfers a conversation to an agent, the transfer summaries are available for all agents who have the license and have an Agent Copilot configured for them on that queue.
- When an agent transfers a conversation to another agent, the language code of the original conversation remains the same. As a result, Genesys Agent Copilot does not support the transfer of conversations to languages that are different from the original.
- When an agent transfers a conversation to another agent, Agent Copilot can only function if the Agent Copilot configuration is the same between both agents.
Partially supported use cases
- Blind transfer: Agent to Agent (Digital interactions only)
Unsupported use cases
- 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 |
| Agent A from Queue A with no Agent Copilot | Consult 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 | Consult 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 | Consult 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 | Consult 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 | Consult 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.