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  • 1.  Is there a reason the Agent Copilot checklist doesn't carry over on transfer?

    Posted 5 days ago

    Hi all,

    I'm using Agent Copilot in my contact center and have a question about transfers.

    When an agent transfers an interaction, the checklist the first agent was working from does not carry over to the receiving agent. The receiving agent starts without seeing which items were already completed. From what I can tell, the option to carry the checklist over on transfer is disabled.

    Carrying the checklist over would help the next agent pick up where the first one left off, and the customer wouldn't have to repeat information.

    Does anyone know if there is a specific reason this is disabled? For example:

    - A technical limitation

    - A privacy or data-handling concern

    - A design decision tied to how checklists are scoped per agent or queue

    If anyone has found a workaround, or knows if this is on the roadmap, I'd appreciate hearing about it.

    Thanks,

    MinHyuk


    #AICopilot(Agent,Supervisor,Admin)

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    MinHyuk
    na
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  • 2.  RE: Is there a reason the Agent Copilot checklist doesn't carry over on transfer?

    Posted 5 days ago

    Hi @MinHyuk Lee,

    I did a bit of digging and found that this capability is already being tracked in the Ideas Portal.

    EPAGCOP-I-409 – Transferring Agent Copilot Checklists across agents during a call transfer or consult is currently marked as In Development.

    There's also a related idea, EPAGCOP-I-466 – Agent Checklists should be available when transferred to an agent where Copilot is set up for the agent/queue, which is currently in Initial Triage.

    Based on those ideas, it appears the current behaviour is a known gap rather than an intended long-term design. Hopefully, we'll see checklist state preserved across transfers in a future release, which should help reduce customer repetition and provide better continuity between agents.

    If this is important for your use case, I'd recommend adding your specific business requirements and voting on the ideas to help provide additional context to the product team.

    Hope this helps!!



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    Akhil
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