Routing point spec

Genesys Cloud Routing
1

Hi all,

I want to create scenario routing to the agent served on the previous call.

please help me.

2

Use LastAgent function

3

Hi you,

thanks for support.

I find that i don’t see this function. please send to me info detail.

Customer A send request and be served by agent X. When Customer A send request again, Agent X will be selected.

do it resolve this problem?

4

Yes, it will solve this situation. In case, you have installed UCS, than just use UCS for this purpose (LastAgent field is already there). In other cases, you have to achieve that through another way - for example storing the information to the database.