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  • 1.  "Last" routing for Web Messages going to someone no longer in the queue

    Posted 08-13-2025 12:07

    We have an agent who is receiving Chats (Web Messages) although they are no longer in the queue.  The agent has transferred to another department but, even though this agent is not in any queue or skills associated with these Web Messages, when this one particular person chats in, they are routing to the agent.  Any ideas how to stop this?


    #DigitalChannels
    #Routing(ACD/IVR)
    #Unsure/Other

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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 2.  RE: "Last" routing for Web Messages going to someone no longer in the queue
    Best Answer

    Posted 08-13-2025 12:16

    Hello Gina, 

    First I recommend opening a ticket with Customer Care as this is an odd behavior and they would need to dig into the logging to truly find the root cause of why this is happening. 

    Second, I have an idea about what could be causing this but again customer care can confirm or not. But this could be because of the "last agent routing" feature in Genesys Cloud. With this GC typically attempts to route replies to the last agent who handled the interaction with a customer. This behavior has been known to persist even it the agent is no longer assigned, or on queue. 

    A way to solve this is use preferred agent routing for messaging interactions, this should stop the system from attempting to route to the last agent. 

    Again this is all based on speculation of your environment and what I have seen in the past. 

    The best course of action would be to open a ticket with care so they can check the interactions logging to see why this is happening, you might have some custom routing rules that could be affecting this as well. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: "Last" routing for Web Messages going to someone no longer in the queue

    Posted 08-14-2025 04:27

    This will all depend on how long you have your Threading Timeline set to, Last agent ignores all of the skilling / queues.

    for example if you have threading set to 72 hours the message returning will look for the agent that took the last segment of the conversation for 3 days, if you have changed that agent 2 days before the agent will still get it as its an active conversation

    Andy



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    Andy Jackson
    Senior Unified Communications Engineer
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    Original Message


  • 4.  RE: "Last" routing for Web Messages going to someone no longer in the queue

    Posted 08-14-2025 09:30

    Also, the behavior you describe, Gina, is documented as expected behavior at https://help.mypurecloud.com/faqs/why-is-an-email-routed-from-a-queue-to-an-agent-no-longer-in-that-queue/

    However, you can change the default behavior at the queue level as documented at https://help.mypurecloud.com/articles/last-agent-routing-overview/:

    You can configure the queue with one of the following options from the Queue > General tab. For more information, see Create and configure queues.

      • Last agent on any queue – Default setting; conversation is assigned to the last agent even if they are not active or are no longer a member of the conversation queue. The agent must be in On Queue status to receive the conversation. If the agent's status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.
      • Last agent on conversation queue – Conversation is assigned to the last agent only if they are active and are a member of the conversation queue. The agent must be in On Queue status to be considered for the assignment of the conversation. If the agent's status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.
      • Disabled – Conversation is assigned to the next available agent according to the routing method set on the queue.

    When you select the Last agent on any queue or Last agent on conversation queue options, the threaded conversation, which was originally assigned using standard, bullseye, or predictive routing, is sent to the last agent based on the selected option.



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
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    Original Message


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