Genesys Cloud (formerly PureCloud)

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Voice Route To last Agent

  • 1.  Voice Route To last Agent

    Posted 11-23-2020 09:13
    hi all,
    i know this is not available with incoming Voice interactions, but just wanted to check if anyone has managed to get this working?
    i need to route incoming voice interactions to last agent, wait for last agent for x seconds and then route to next available agent.

    1. customer calls into IVR today and speaks to Agent A
    2. Same customer calls into IVR a few days later
    3. Call should check availability of Agent A for x seconds and if Agent A is not available within x seconds, call must route to next available agent

    any assistance to get close to this will be appreciated
    #Routing(ACD/IVR)

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    Reginald Sheraton
    Bytes Systems Integration (a division of Altron TMT (Pty) Ltd)
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  • 2.  RE: Voice Route To last Agent

    GENESYS
    Posted 11-23-2020 09:19

    That's called preferred agent routing in genesys cloud.

    https://help.mypurecloud.com/articles/advanced-routing-overview/



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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Voice Route To last Agent

    Posted 11-23-2020 10:43
    Hi there,
    i am aware of this but this will not address my issue.
    i need the call to be routed to the exact same agent, this option routes to a pool of defined agents

    1. customer calls into IVR today and speaks to Agent A
    2. Same customer calls into IVR a few days later
    3. Call should check availability of Agent A for x seconds and if Agent A is not available within x seconds, call must route to next available agent


    ------------------------------
    Reginald Sheraton
    Bytes Systems Integration (a division of Altron TMT (Pty) Ltd)
    ------------------------------



  • 4.  RE: Voice Route To last Agent

    GENESYS
    Posted 11-23-2020 19:32
    Agent A can be the only defined preferred agent.

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    Melissa Bailey
    Genesys - Employees
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  • 5.  RE: Voice Route To last Agent

    Posted 11-24-2020 00:52
    Thanks, i will test this.
    if i do set Agent A as preferred, if the same customer calls in, will the call be routed to Agent A 1st?
    also, will i need to configure a pool for each agent

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    Reginald Sheraton
    Bytes Systems Integration (a division of Altron TMT (Pty) Ltd)
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  • 6.  RE: Voice Route To last Agent

    Posted 11-24-2020 02:51
    Edited by Bastien PUYGRANIER 11-24-2020 02:52
    Hi there,

      If it can help, I share my "experiment". I wanted to test the "Last Called Agent" feature for a potential customer​ (I am on the presales side). I created a dummy external webservice with :
    • a GET function giving the number of seconds spent between now and the last time the same phone number called (if any) and the ID of the agent that replied to that call.
    • a SET function to record the current date and time and the ID of the agent replying
    • an associated database to record the date and agent ID of each call
    In my inbound call flow in Architect, I call the GET function to derive if the duration between now and the last time the ANI called is below some threshold. If it is the case, I send the call to the ACD queue to my prefered agent (the same as previously) identified by his ID.
    In any case in this flow, a "set screen pop" function is defined. In the associated script, when it opens, I call the SET function to record the curent date and time and ID of the current agent.
    The configuration of the queue is important: you have to select the "advanced routing" method and "Route to all preferred agents" for some time.
    This is not used in production, if someone finds a better way to do it, I will be glad to know.

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    Bastien PUYGRANIER
    Orange Business Services S.A.
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  • 7.  RE: Voice Route To last Agent

    GENESYS
    Posted 11-24-2020 10:03

    Yes the call will be routed to agent A.  Read https://help.mypurecloud.com/articles/preferred-agent-routing-behavior/ for details in various situations.

    I assume by "pool" you mean a queue; no each agent does not need its own queue.



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    Melissa Bailey
    Genesys - Employees
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  • 8.  RE: Voice Route To last Agent

    GENESYS
    Posted 11-24-2020 11:31
    There is a long thread on the Developer forum that talks about how to get the last agent who answered a customer call based on ANI:

    https://developer.mypurecloud.com/forum/t/lastcalledagent-routing/7602

    Otherwise you need to store that information in Salesforce of some other medium and pull that information back to set the Preferred Agent during the Transfer to ACD. Thgat is how you get the name of Agent A when the customer calls back in. As far as I know.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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