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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Original Message:
Sent: 11-24-2020 00:51
From: Reginald Sheraton
Subject: Voice Route To last Agent
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)
Original Message:
Sent: 11-23-2020 19:31
From: Melissa Bailey
Subject: Voice Route To last Agent
Agent A can be the only defined preferred agent.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 11-23-2020 10:42
From: Reginald Sheraton
Subject: Voice Route To last Agent
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
- customer calls into IVR today and speaks to Agent A
- Same customer calls into IVR a few days later
- 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
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Reginald Sheraton
Bytes Systems Integration (a division of Altron TMT (Pty) Ltd)
Original Message:
Sent: 11-23-2020 09:19
From: Melissa Bailey
Subject: Voice Route To last Agent
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
Original Message:
Sent: 11-23-2020 09:12
From: Reginald Sheraton
Subject: Voice Route To last Agent
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.
- customer calls into IVR today and speaks to Agent A
- Same customer calls into IVR a few days later
- 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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