Last Agent Routing on CM needed

[rcepul]

Hello,
we need a solution which could:
1. Determine which agent last spoke to a particular customer during the recent period of time (e.g. last 20 min).
2. Route an incoming call to the same agent if this agent is available.
3. If the agent is not logged in already - queue to split/skill.
4. If an agent is on other contact, then propose for the customer to wait or be connected to other available agent (queue to split/skill).

I suppose "item 1" can be achieved from CDR or inserting information of every call to separate DB.
For routing I can think of only 2 psossibilities: a) route to Agent ID using Direct Agent Calling, or b) asign a split/skill for every agent. Both of these are problematic to fullfil:
- we do not know how to check if the agent is avalable at the moment;
- Direct Agent call will come to next call appearance ant phone will ring;
- if agent won't answer the call, we won't be able to queue the call to the required specific split/skill, only route to the agent’s general coverage path;
- this will mess up the statistics and recording rules;
- asigning a split/skill for 100 agents would be irrational and any changes in the routing later would be too complex.


Please share if you have any thoughts on how to achieve the required.
We have CM 6.2, AES6, CCE5.

[sfitzg]

CCE 5 will manage the call routing for you. It should even manage capturing the customer data and putting it in the database for you, to make the routing decision on.

With regard to where routing server should send the calls, I believe you have identified the ways possible and even some of the pitfalls. It is just a matter of working out which of the ways possible is the best fit for your customer. I.e. Is agent coverage path a problem given that most agents don't have voicemail as an example.

[ashokjoshi]

CCE /EMC would support this

I believe you already have all the applications necessary to achieve this. You have CCE 5 or EMC in your environment which supports this feature and you can make use of that especially to have last agent routing. Use of CDR is an option..but using CCE do it would be the easier option.

[stevenlim]

Monitoring Agent State

I believe you already have all the applications necessary to achieve this. You have CCE 5 or EMC in your environment which supports this feature and you can make use of that especially to have last agent routing. Use of CDR is an option..but using CCE do it would be the easier option.

Hi Ashok, How do we achive last agent routing with EMC 6?

We can do a Direct Agent transfer to the agent, however, we're unable to monitor the agent state. If the agent is not available (logout, AUX, on ACD call, etc), agent is unable to answer the call immediately.

Is there a way to monitor the agent state in EMC?

[sfitzg]

Unless you come up with some means of reserving an agent, even testing for the current agent state or monitoring does not guarantee it will be in the same state when you try and send the call there. For this reason Agents have a coverage path, so if the agent is not available to take a direct call, the call will go to an appropriate alternative destination or it will queue in the direct agent queue.