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  • 1.  Last Agent Routing (LAR)

    Posted 07-15-2022 08:41
    No replies, thread closed.
    Scenario:
    For an incoming call from a customer for the first time, agents in the OnQueue status for the respective queue are alerted but they did not pick up the call & the call flowed out to an external number/voicemail.

    Current Behavior:
    We are using a custom API to fetch the last agent routing.
    Currently, if the same customer calls the IVR & the call landed to the same queue, last agent routing considers the agent who was last alerted  in the previous call & sends an alert to this agent.

    Expected Behavior:
    However, the expectation would be that last agent routing should consider ONLY the agents who has answered the call & actually spoken with the customer (instead of simply receiving an alert)

    Is there a way we can achieve the expected behavior using the available APIs?
    Please suggest!
    #ArchitectureandDesign

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    Foram Parikh
    Cognizant Technology Solutions India Private Limited
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  • 2.  RE: Last Agent Routing (LAR)

    Posted 07-28-2022 21:47
    No replies, thread closed.
    Not out of the box.  To do what you want, would require looking up the last conversation for the incoming number, look for agent participant segments and find the one that was actually connected and not just a participant.  One way would be to look for a wrap-up for the agent participant since that is the one that would have talked to the customer.  Then you would build a Preferred Agent Collective to be used with Preferred Agent routing.  Not an easy solution, but you are half-way there.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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