Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Web Messaging - Alerting for Inactive Agents

    Posted 04-17-2025 03:48
    No replies, thread closed.

    Hi, recently we have received a message from market manager informing us that an agent who was inactive for queue at that moment got a Web Messaging interaction, because he was the last one who contacted the customer through Web Messaging and then customer initiated this chat again. I know that Web Messaging uses last agent preferrably routing method by default, but should it be that this agent gets interaction even though its set as "Inactive agent" for that queue, is it as per design? Please help out if anyone knows! :)


    #ArchitectureandDesign

    ------------------------------
    Best,
    Edgars Dudins
    ------------------------------


  • 2.  RE: Web Messaging - Alerting for Inactive Agents
    Best Answer

    Posted 04-17-2025 15:09
    No replies, thread closed.

    Hello Edgars,

    This is known as Last Agent Routing and is working as designed. You can read more about it in this Resource Center article.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



Related Content