Current By design behavior:

How Bridged Transfers Work

• Continuation of the Original Call Session: In a bridged transfer, when an agent transfers a call to an external number, the system does not create a new, separate call session. Instead, the original call session persists, and the external participant (such as a PSTN number or external contact) is added directly into this ongoing call
• Agent Disconnection, Call Persistence: Once the transfer is completed, the original agent is immediately removed (dropped) from the call. However, the call itself continues between the customer and the external participant within the same session. Because the session is still active—even though the agent has left—the call remains listed as active on the Dynamics 365 dashboard until the conversation between the customer and the external party concludes
• Ongoing Recording and Transcription: If the "Use bridged transfers" option is enabled in the workstream settings, recording and transcription can continue after the agent leaves, as the system maintains the original call context. This ensures compliance and allows for continued monitoring or reporting as required by business processes.
• Conversation State Management: The conversation only moves to a closed state after the external participant and the customer end their interaction. Until that point, Dynamics 365 treats the call as ongoing, which is why it remains on the dashboard

 Feedback from users for current behavior :

The current by design behavior does not align with customer's expectations for external transfers, where the call should effectively leave Dynamics once handed off. Currently, these calls continue to appear as active, are counted in reporting, and trigger CSAT despite not being handled by their agents, which impacts both reporting accuracy and customer experience. Additionally, the continuation of recording and tracking beyond the transfer raises concerns around data ownership and compliance.

Design change request: Allow external transfers to behave as a true handoff (ending the Dynamics session, stopping recording, and preventing CSAT) when bridging is enabled.