2.2.3 Last agent routing
As administrator you can configure the last agent routing method for the queue, see This is how you create and edit a queue section Last agent routing.
With the 'Last Agent Routing' dialing principle, you can determine whether a caller who calls again within a predefined time is reconnected to the user he has previously spoken to.
The advantage of this function is that the caller does not have to describe his request to an additional employee again. As a result, service performance can be improved and capacity within the queue can be saved.
The following modes can be accessed:
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Mode
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Description
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Off
(default setting)
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The call distribution remains unchanged.
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On with priority
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A caller who calls again within the configured period of time is handled differently from other calls in this queue. VisualGroups connects the caller with the user who handled his previous call.
Recurring calls have a higher priority than other calls in the queue. This means that a caller who calls again within the defined time period takes the first position in the queue of the user with whom he has previously spoken.
The call is only delivered to other users in the queue after the set time has elapsed.
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If the user to whom a recurring Last Agent Routing call is to be delivered is busy or unavailable or cannot be reached, VisualGroups will wait for the user to be available until the predefined time has elapsed.
When the defined period has elapsed, the call is added to the queue according to the default distribution.
When the defined period has elapsed, the call is added to the queue according to the default distribution.
If a user rejects a recurring call, a new call to this number is handled with the “normal” call strategy and is not delivered with priority to the last agent.