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

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.