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  • 1.  how to achieve Sticky Agent routing in Purecloud

    Posted 06-03-2021 04:51
    Hello All,

    We got a customer requirement to route the inbound calls to the if any previously answered agent ( Sticky Agent Routing ).
    If the agent is not available then provide the option to a callback or speak with another agent.
    Can anyone please advise how to achieve this?

    Thanks in advance.

    #Architect/Routing
    #Interactionrouting(ACD)
    #Routing(ACD/IVR)
    ​​​
    #Ask Me Anything (AMA)
    #ArchitectureandDesign
    #Routing(ACD/IVR)


  • 2.  RE: how to achieve Sticky Agent routing in Purecloud

    GENESYS
    Posted 06-03-2021 09:16
    Set preferred agents on the transfer to acd action.
    https://help.mypurecloud.com/articles/advanced-routing-overview/

    If you want to offer a callback, do that in the in-queue flow.
    https://help.mypurecloud.com/articles/work-with-in-queue-flows/
    https://help.mypurecloud.com/articles/create-callback-data-action/

    ------------------------------
    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: how to achieve Sticky Agent routing in Purecloud

    Posted 06-03-2021 11:25
    Thank you, Melissa.

    I understand the above (preferred agent routing). But currently, the customer doesn't want to route the call to the preferred agent.
    Whereas their requirement is "to route the customer call to the available agent who had already handled this customer/interaction last time".

    Example :
    Customer Bob has spoken to agent Sam to apply his claim yesterday.
    If customer Bob calls today to enquire about the claim status. The call should route to the same agent Sam if he is available.

    Can you please advise, how to achieve this in the PureCloud?

    Thanks in advance.

    #Architect/Routing
    #Interactionrouting(ACD)
    #Routing(ACD/IVR)

    #Ask Me Anything (AMA)
    #ArchitectureandDesign


  • 4.  RE: how to achieve Sticky Agent routing in Purecloud

    GENESYS
    Posted 06-03-2021 11:37
    In your flow, detect that this call is from Bob (however you choose to do so).  Figure out that Sam was the agent who handled Bob's call yesterday (using your own database, or maybe doing some analytics queries).  Set Sam as the preferred agent for the transfer to acd.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 5.  RE: how to achieve Sticky Agent routing in Purecloud

    Posted 06-04-2021 01:41
    Exactly what Melissa described is the experience you are asking for.  Preferred Agent is just another name for "sticky agent" and is a whole lot easier to manage than skills or queues.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 6.  RE: how to achieve Sticky Agent routing in Purecloud

    Posted 06-07-2021 12:24
    You can create an action and use this API /api/v2/analytics/conversations/details/query
    You'd also need to specify in addition to the interval that sets your period that you'd like to consider (last contacted agent during the last 7 days for example), some variables to use in your predicates of choice like:
    mediaType = VOICE (unless you want to consider other channels)
    ANI=input.CustomerPhoneNumber
    and in some cases you may need to specify the purpose=customer
    You could obviously also query your CRM if it has the information and if it exposes an API to get the last contacted agent.
    Setting the returned user as preferred agent is then the easy part to complete your routing. 



    ------------------------------
    Hichem Agrebi
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
    ------------------------------



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