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I see that email thread has the same Conversation ID. What is the best AP callI to be used to get the latest agent that was working on the Conversation so we can route it direct to that agent? I want to create a data action to be used in the Architect.

I am curious...is the Last Agent Routing functionality as described at https://help.mypurecloud.com/articles/last-agent-routing-overview/

not working for what you need? Especially the queue setting:

• Last agent on any queue – Default setting; conversation is assigned to the last agent even if they are not active or are no longer a member of the conversation queue. The agent must be in On Queue status to receive the conversation. If the agent's status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.

You may have to use https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-conversations-emails--conversationId-

and pull off the info from the last Participant with a purpose of agent

I see that email thread has the same Conversation ID. What is the best AP callI to be used to get the latest agent that was working on the Conversation so we can route it direct to that agent? I want to create a data action to be used in the Architect.

Since we are using flow to route email the last called agent settings on the queue not working. It is only if you route email direct to queue we have been told

I am curious...is the Last Agent Routing functionality as described at https://help.mypurecloud.com/articles/last-agent-routing-overview/

not working for what you need? Especially the queue setting:

• Last agent on any queue – Default setting; conversation is assigned to the last agent even if they are not active or are no longer a member of the conversation queue. The agent must be in On Queue status to receive the conversation. If the agent's status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.

You may have to use https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-conversations-emails--conversationId-

and pull off the info from the last Participant with a purpose of agent

I see that email thread has the same Conversation ID. What is the best AP callI to be used to get the latest agent that was working on the Conversation so we can route it direct to that agent? I want to create a data action to be used in the Architect.

We do this using /api/v2/conversations/emails/{conversationId} as mentioned by @George Ganahl

Since we are using flow to route email the last called agent settings on the queue not working. It is only if you route email direct to queue we have been told

I am curious...is the Last Agent Routing functionality as described at https://help.mypurecloud.com/articles/last-agent-routing-overview/

not working for what you need? Especially the queue setting:

• Last agent on any queue – Default setting; conversation is assigned to the last agent even if they are not active or are no longer a member of the conversation queue. The agent must be in On Queue status to receive the conversation. If the agent's status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.

You may have to use https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-conversations-emails--conversationId-

and pull off the info from the last Participant with a purpose of agent

I see that email thread has the same Conversation ID. What is the best AP callI to be used to get the latest agent that was working on the Conversation so we can route it direct to that agent? I want to create a data action to be used in the Architect.

We do this using /api/v2/conversations/emails/{conversationId} as mentioned by @George Ganahl

Since we are using flow to route email the last called agent settings on the queue not working. It is only if you route email direct to queue we have been told

I am curious...is the Last Agent Routing functionality as described at https://help.mypurecloud.com/articles/last-agent-routing-overview/

not working for what you need? Especially the queue setting:

• Last agent on any queue – Default setting; conversation is assigned to the last agent even if they are not active or are no longer a member of the conversation queue. The agent must be in On Queue status to receive the conversation. If the agent's status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.

You may have to use https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-conversations-emails--conversationId-

and pull off the info from the last Participant with a purpose of agent

I see that email thread has the same Conversation ID. What is the best AP callI to be used to get the latest agent that was working on the Conversation so we can route it direct to that agent? I want to create a data action to be used in the Architect.

Since we are using flow to route email the last called agent settings on the queue not working. It is only if you route email direct to queue we have been told

I am curious...is the Last Agent Routing functionality as described at https://help.mypurecloud.com/articles/last-agent-routing-overview/

not working for what you need? Especially the queue setting:

• Last agent on any queue – Default setting; conversation is assigned to the last agent even if they are not active or are no longer a member of the conversation queue. The agent must be in On Queue status to receive the conversation. If the agent's status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.

You may have to use https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-conversations-emails--conversationId-

and pull off the info from the last Participant with a purpose of agent

I see that email thread has the same Conversation ID. What is the best AP callI to be used to get the latest agent that was working on the Conversation so we can route it direct to that agent? I want to create a data action to be used in the Architect.