Expanded Prebuilt Agent Tools and More with Cognigy.AI 2026.1

The Cognigy.AI 2026.1 release introduces a new prebuilt Handover to Human Agent Tool and enhances Live Agent reporting to give supervisors better visibility into escalated conversations.

Extending Prebuilt Agent Tools with Handover to Human Agent

Alongside the ability to design fully custom Tools, Cognigy.AI continues to expand its library of prebuilt Agent Tools that encapsulate specific Node logic directly into the Agent layer. These Tools remove the need to chain multiple Nodes in a Flow, helping reduce complexity and enabling a more intuitive development experience, particularly when working with the accelerated Agent Editor.

With the 2026.1 release, we’ve added the Handover to Human Agent Tool to this prebuilt Toolset. The new Tool encapsulates the complete handover logic and removes the need to explicitly use the Handover to Human Agent Node in your Flow design. This allows escalation behavior to be defined more cleanly at the Agent level, making handover scenarios easier to standardize, reuse, and maintain across deployments.

Enhanced Live Agent Reporting for Supervisors

Building on the new Escalate to Supervisor feature in Cognigy Live Agent, we’ve now added escalated conversations as a tracked metric in the Open Conversations indicator of the Supervisor Overview report.

This enhancement gives contact center leaders clearer insight into escalation activities and their operational impact:

• Customer experience risk: Supervisor escalations usually indicate high customer frustration, policy exceptions, or agent limitations, making them a critical indicator that deserves focused monitoring.
• Quality and training insight: A high escalation number can highlight knowledge gaps, process issues, or coaching needs, which would be invisible if escalations are grouped with general agent-handled conversations.
• Workforce planning: Supervisors typically have limited availability and specialized skill sets. Tracking escalations separately helps plan coverage and prevent bottlenecks at the supervisory level.

Other Improvements

Cognigy.AI 

• Added the Email Sender Name field to the Email Notification Node
• Published the Confluence Extension 5.0.2 and Diffbot Extension 1.0.2 on the Cognigy Marketplace to address critical vulnerabilities of previous versions​