Genesys Cloud - Main

Hi, 

My question relates to Copilot generated summaries on transferred calls. 

For this question there are two scenarios to compare; 

1. A call is taken in the Team B and interaction ends
2. A call is taken in Team A and passed through to Team B

Our current configuration is team A Agents have not yet had the role assigned or the Copilot assigned to the queue. Team B agents have the role assigned and the Copilot assigned to the queue. 

The issue experienced occurs if the call is taken in Team A and transferred to Team B, Team B are not having a summary generated by Copilot, unlike if the call was directly received into Team B.

Having read the agent Copilot supported transfer summaries (Agent Copilot supported transfer summaries - Genesys Cloud Resource Center) I'd like to obtain further clarity. From the expected behaviour table our scenario is the first row which suggests an interaction summary is displayed - Agent A does not have the summary but Agent B does.

Although, the third bullet in the Note confirms '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.'. 

Does this mean both agents have to have the Copilot role assigned and the same AI Studio summary to enable Copilot to summarise on a received transferred call? 

How can I get a summary to be provided to Agent B without Agent A having Copilot?

Thanks.