Anush_Servion | 2022-07-27 14:37:08 UTC | #1
I have a use case where i need to connect the call of the customer to to be answered by last connected agent if the customer has repeatedly called for one day period. Is is feasible through any APIs.
jacobshaw | 2022-07-27 19:08:31 UTC | #2
Hi @Anush_Servion This older thread may help you: https://developer.genesys.cloud/forum/t/transfer-call-to-agent-that-answered-previously/6833/3
If you are transferring after initial connection, you could achieve that with the API as detailed here: https://developer.genesys.cloud/routing/conversations/transfer To get the last connected agent, you could use the conversation details query (POST /api/v2/analytics/conversations/details/query) with a segment filter based on the client's ani (like ` tel:+1XXXXXXXXXX`) and get the most recently connected agent from the response
But I think you're wanting to connect the customer to the last connected agent from the start, not with a transfer, so the thread I linked has a better answer for that.
Anush_Servion | 2022-07-28 10:09:44 UTC | #3
Thank you Jackb, i think i will use the API and filter using ANI. It is helpful.
John_Carnell | 2022-07-29 18:14:18 UTC | #4
This post was migrated from the old Developer Forum.
ref: 15705