IVA and GenAI · practice · 12 min full read
A useful bot either finishes the job or returns the caller to a skill with the reason intact. IVA Transfer that dead-ends, or a Skill Transfer with no skill, is how you manufacture the Default queue.
The Engage page describes sentiment and a handoff to a human with context. Treat that as the product story. The variables you actually pass are the ones you stored. A script variable the reporting side never enabled will not be in the historical report.