Genesys Cloud - Main

Has anyone encountered this issue and found a work-around?

Agent 1: Sales Queue

Agent 2: Fraud Queue

Agent 1 answers a call in Sales queue, and Copilot for that Sales queue correctly displays a canned response (called Visa Promo) based on a trigger (rule = conversation starts).

Agent 1 performs a Consult to Agent 2 in Fraud queue. Fraud queue has its own Copilot assigned with a checklist based on an NLU Intent trigger (when greeting utterance is heard: display checklist), and there are no canned responses set-up in the Fraud queue copilot.

Issue 1:

During the consult portion of the call when the customer is still on hold and Agent 1 in Sales queue is speaking to Agent 2 in Fraud queue, the real-time transcription does not pick up the conversation for Agent 2 (it just spins and spins); therefore Copilot rules cannot be picked up without a transcript.

Issue 2:

During that consult portion again, Agent 2 in Fraud queue only "sees" the Agent 1 Copilot from the Sales queue, meaning Agent 2 sees the Visa promo canned response that is not applicable to them.

Issue 3:

After the transfer occurs (Agent 1 transfers over the member to Agent 2 during the consult process) Agent 2 in Fraud continues to only see Agent 1's copilot panel with the Canned Response (Visa Promo) instead of seeing the Fraud queue Copilot elements.

We attempted using conference and transfer instead of consult for the above tests and the results were the same.  Has anyone found out a way to have the new/destination queue's Copilot display instead of the Copilot from the originating queue?

#AICopilot(Agent,Supervisor,Admin)

------------------------------
Sheryl McKercy
Program Manager, Contact Centre Technologies
------------------------------

Hello Sheryl,

The reason this happens is because Agent Copilot during agent-to-agent consults inherits the initiating agent's configuration and does not dynamically switch to the consulted agent's queue configuration. You could try using a blind transfer to the Fraud queue instead of a consult transfer. This would allow Agent 2's queue settings and Copilot rules to fully activate with proper transcription, though Agent 1 would lose connection to the call. You could trigger Copilot rules based on "Conversation starts" or "Conversation transfers". Or you could design Copilot checklists that display regardless of consult transcription. This should work before or after the consult phase rather than during it.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------