# Contain, or hand back with context

- 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.
- Design both endings
- Pass a reason the agent can see

## Sources and go deeper

- [Five9 Engage](https://www.five9.com/platform/self-service-and-engagement). vendor. last checked 2026-10.
- [IVR modules](https://documentation.five9.com/bundle/ivr-admin/page/ivr-admin/modules/_ch-modules.htm). vendor. last checked 2026-10.
- [Call variables for reporting](https://community.five9.com/s/article/Administrator-Enabling-Call-Variables-for-Reporting?language=en_US). community. last checked 2026-10.
- [Interactive voice response](https://en.wikipedia.org/wiki/Interactive_voice_response). wikipedia. last checked 2026-10.