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.
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Hichem Agrebi
hichem.agrebi@cc-expertise.comCC-Expertise Ltd
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Original Message:
Sent: 06-03-2021 11:24
From: Sureshkumar Mahalingam
Subject: how to achieve Sticky Agent routing in Purecloud
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
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Warm Regards,
Sureshkumar.
Original Message:
Sent: 06-03-2021 09:15
From: Melissa Bailey
Subject: how to achieve Sticky Agent routing in Purecloud
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/
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 06-03-2021 04:51
From: Sureshkumar Mahalingam
Subject: how to achieve Sticky Agent routing in Purecloud
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)
------------------------------
Warm Regards,
Sureshkumar.
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