Last Called Agent

[TheSailer]

Hello

my question:

is there any function to get the "last answered agent", not the "last called agent"?
in my system the function last called agent running, but if an agent receives a call, and
another agent pick up the, i have a problem.

any idea ?

[Lorenzo]

I implemented a functionnality sothat the customer, the next time he calls the Call Center, gets the last agent he talked to.
I implemented in a custom Agent Desktop an update of tables in the database after the call has been answered by the agent.
Then in my strategy, based on several values, including ANI, bank account  etc ... I chek which agent the customer called previously and I route the call to him if he is available.

Hope it'll help

[URSman]

Can you please explain what you mean by Last Answered Agent?
If you are using URS answered-agent and called-agent will be the same banning agents who received the call via a transfer.
The easiest way to do what you need is by modifying your agent desktop to write down ANI and DN into a table so that when the caller calls the next time you can use URS to look up last dn and then try to route the call there. Of course, it does not have to be dn but agent id too, because this will let you retrieve necessary skills from that agent should that agent should be logged out and/or unavailable. Using those skills you can then determine the second best target for the call.

If you have ICONN or CCON you can do the same thing without any agent desktop modifications.

Of course, if agent routed to by  URS is going to suffice, you do not have to do anythng but have URS insert that agent id into DB along with ANI for the caller and then look it up next time. Feel free to ask if you need more help!