Source note · Virtual agents and conversational IVR design
On an escalated outcome the Virtual Agent V2 MetaData variable carries an escalation_type of custom or system and an escalation_trigger naming what caused it, where a custom escalation names the transfer action configured on the agent and a system escalation carries the trigger agent_transfer.
Checked 2026-09-16
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- virtual agent
- Deployment
- not restricted
- Region
- not restricted
- Release range
- not restricted
- Checked
- 2026-09-16
Sources
- Use AI agents for customer interactions — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Activity Output Variables, VirtualAgentV2.MetaData Escalated Outcome examples
Cite this note
APA
WarmTransfer. (2026, September 16). Virtual agents and conversational IVR design: source note va-escalation-metadata-names-its-trigger. WarmTransfer. https://warmtransfer.net/knowledge/claims/va-escalation-metadata-names-its-trigger
BibTeX
@misc{warmtransfer-claim-va-escalation-metadata-names-its-trigger,
title = {Virtual agents and conversational IVR design: source note va-escalation-metadata-names-its-trigger},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/va-escalation-metadata-names-its-trigger},
note = {Source note va-escalation-metadata-names-its-trigger, checked 2026-09-16}
}