Agent Connected
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. |
|
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. |
|
Redirected to External |
Selected when an agent transfers the interaction to an external endpoint. Available only for Voice interactions. |
|
Consultation initiated |
Selected when an agent initiates a consultation call. Available only for Voice interactions. Connection with the Consult task is mandatory. |