Hi Mallesh,
We have build such a feature and added it to a package with other nice features related to ACD Routing. Important feature in Last Agent routing is that we offer the call in the workgroup directly and reserve it for the preferred agent if available and we can also wait for that agent for a predefined time. The advantage of this approach is that the call is an ACD from the beginning, so it is counted to you ACD statistics as well. And also the preferred agent get an ACD call with all features included, such as followup time and wrap-up codes.
Below a short summary what is in our package:
The PureConnect Automatic Communication Distribution (ACD) system intelligently routes interactions based on any variables of your choice. ACD quickly finds the best agent for each interaction according to its built-in functionality. Our Advanced ACD Routing Package adds a number of features to this. For example, you're able to select a specific agent to route a specific interaction to, based on various conditions like data from a CRM system or the fact that he was the last one to have talked to this particular customer. It's even possible to have the interaction wait for the preferred agent to become available, while other available agents will be reserved for other interactions. Furthermore, whereas the standard ACD process selects the most suitable agent available immediately upon entry of an ACD interaction (with possibly a low skilled agent is selected), our package enables you to wait for a predefined time until the right agent becomes available.
Another feature gives you more flexibility how the ACD system selects agents or interactions, allowing you to adjust the parameters used in score calculations and differentiating between the available workgroups and thereby resolving the issue that email or callback interactions sometimes get priority over phone calls, or interactions losing their queue position after a transfer to another queue.
Finally, this package makes your organization more versatile when blending chat interactions with calls: whereas by default, chat interactions are evenly distributed among agents, chat stacking preferably offers a new chat to an agent that is already busy with one or more chats in order to keep other agents free for call interactions.
Please let me know if you are interested of need more details.
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Edward de Wit
3Fiftynine B.V.
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Original Message:
Sent: 10-03-2018 07:42
From: Mallesh Neeli
Subject: Last Agent Routing
Team,
has anyone achieved last agent routing using designer or attendant?
my requirement is to route the call to the last agent who spoke to the customer and if he / she is not available then route the call to work group.
Thanks,
Mallesh
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Mallesh
CSI
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