Ok, got you, don't know if you can disable LAR if it's selected.
What I did before LAR was configurable in queue was to use a Data Action to check the conversation details for which agent talked to the customer earlier, and then put that as Preferred Agent.
You could probably use "selectedAgentId" from the customer participant for this.
I looked at all segments and checked which was the newest if they talked to several agents but looking at it now it was probably just complicating things if "selectAgentedId" always has the last agent.
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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Original Message:
Sent: 10-23-2025 14:08
From: Jeroen van der Sandt
Subject: Last Agent Routing
I am looking for a way to use Last Agent Routing to assign a conversation to the agent that handled it before, but set a time to wait for the agent to become available, else assign it to another agent. I have seen instances were a customer needed to wait over 10 minutes while other agents were available.
With the new queue settings, LAR can easily be disabled without using the usage of Preferred Agent Routing and LAR is also disabled when Preferred Agent routing is set on queue level.
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Jeroen van der Sandt
NA
Original Message:
Sent: 10-23-2025 06:16
From: Jan Heinonen
Subject: Last Agent Routing
Hi,
According to the documentation it should not use Last Agent Routing if Preferred Agent Routing is set, I'm using this myself to bypass LAR.
https://help.mypurecloud.com/articles/last-agent-routing-overview/
If it doesn't work as expected then you might need to create a support ticket to see if something changed or if it's a bug.
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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
Original Message:
Sent: 10-22-2025 10:14
From: Jeroen van der Sandt
Subject: Last Agent Routing
Hi,
Last Agent Routing can bring benefits, we set it to "Last Agent On Conversation Queue" unfortunately it can happen that the agent is On Queue with a full utilisation for a longer time, meaning the customer needs to wait a long time while other agents are available.
Previously you could "break" the default last agent routing by using preferred agent routing, but it does not seem to be possible to e.g. wait for the the last agent that touched a conversation for a certain time and then offer it to another available agent.
Anyone found a workaround for this?
Thanks,
Jeroen
#Architect
#WebMessaging
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Jeroen van der Sandt
NA
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