Agent Copilot supported transfer summaries
Supported use cases
- Blind transfer: Agent to Queue
- Transfer to survey
Note: 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.
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 |
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