Andy,

I agree with this in principle, however, do you know how long this last agent routing behaviour is active? Or will Genesys attempt to route to the last agent all the way until threading ceases (I am asking for message interactions as well with 72hr threading)?

e.g. if a customer replies to a message 30hrs after the last agent wrapped up the interaction, will it still try routing to them or is there a time-out on that behaviour at which point it goes through standard routing?

Thanks for your help all.

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Russell Price
GREENMILL SUPPLY COMPANY LIMITED
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Original Message:
Sent: 12-09-2022 09:54
From: Andy Jackson
Subject: Last agent routing for Inbound Email interaction

The emails are chained, so if the agent replies, as long as they are idle when it comes back they will get it.  otherwise it will enter the queue for someone else

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Andy Jackson
Ten Lifestyle Management Limited


Original Message:
Sent: 12-09-2022 08:34
From: Gopalakrishnan M
Subject: Last agent routing for Inbound Email interaction

Hi ,

Thanks for your response. But default will be standard routing .

How we can use Last Agent routing as default routing for emails.

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Gopalakrishnan M
Accenture Solutions Private Limited


Original Message:
Sent: 12-09-2022 08:17
From: Chris Bohlin
Subject: Last agent routing for Inbound Email interaction

Anitha, the default routing method for email is to use Last Agent Routing - you don't need to program anything specific.  If you send an email and then reply to it - it will target the last agent automatically.

Have you tried that?

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Chris Bohlin
Product Manager - PureCloud