Agent Transfer Bot

When a customer is transferred between agents, Agent Transfer Bot delivers an AI-generated summary of the interaction to the receiving agent's Work Assist desktop application, to provide them with context about the customer's inquiry.

Agent Transfer Bot transfers summaries of interactions that trigger a dedicated Recorder Analytics rule.

Agent Transfer Bot supports the following types of transfers:

Blind transfer: Occurs when an agent transfers a customer to a queue. Once the interaction is picked up by a receiving agent or supervisor, a summary of the transferred interaction is sent to their Work Assist desktop application.
Consultative transfer: Occurs when an agent or supervisor is added to an ongoing interaction without the customer, for consultation. If the consultative interaction ends with a transfer, a summary of the interaction is sent to the receiving agent or supervisor. The consultative portion of the interaction is not transferred to the receiving agent

If an interaction is transferred multiple times, only the most recent interaction summary is sent to the receiving agent.

If a transferring agent is not licensed for Interaction Wrap-Up Bot, their interaction is not summarized, and no summary is transferred to the receiving agent.

If the interaction concludes without further transfers, a summary is sent to the last receiving agent only for their interaction.