Agent Connected

Last Updated : Apr 18, 2024 |

After an agent accepts the interaction, the workflow remains at the Agent Connected task and waits for potential agent actions such as a transfer or a consult. For more information about consult and transfer operations, see Supported consult and transfer operations.

Target tasks

The following table describes the outputs of the task and suggested target tasks for each output:

Output

Description

Target task

Agent disconnected

Selected when all the agents or the last agent disconnects.

Disconnect

Customer Transferred

Selected when an agent transfers the interaction to another agent or queue.

When an agent transfers a call to a queue, Orchestration uses the initial attributes selected during prerouting to connect the customer with an agent in that queue.

Connection with the Connect Agent task is mandatory.

Connect Agent

Redirected to External

Selected when an agent transfers the interaction to an external endpoint. Available only for Voice interactions.

End

Consultation initiated

Selected when an agent initiates a consultation call. Available only for Voice interactions.

Connection with the Consult task is mandatory.

Consult