CX Agent Studio - Transfer to Human Agent

[ohwhales32]

Any luck on transferring end users to human agents with the end_session tool? Based on this documentation, it makes it sound like having the end_session tool in your agent and instructing your agent to call it when a user asks to escalate should do the trick if you have assigned a human agent in the same queue as your virtual agent.

Please let me know if I’m misunderstanding how this tool should be used.

We do have a working method, using before model callbacks and a python tool where the before model callback checks to see if the python tool was called, and if so a custom payload is created transferring to a specific queue (using menu_id like Dialogflow).

But still, we wanted to see if end_session tool was best practice for this.

Thank you.

[a_aleinikov]

The end_session tool is the intended approach, but it only performs a human handoff when the deployment and integration support it. With Agent Assist, call it with session_escalated=true and keep LIVE_AGENT_HANDOFF.endSession=false; the bidirectional API then creates the human participant and keeps the conversation available for the agent. Simply placing a human agent in the same queue is not enough for every integration. For custom contact-center routing, your current callback and custom-payload approach may still be required

[ohwhales32]

The CcaaS integration we are using is Google’s CCAIP. I am thinking this would be the “default” integration this tool would be built for or am I wrong to assume this?

Thank you