Last/Current agent routing

[kweidlich1]

How does the current agent routing work? I understand routing to the last agent, but would like clarification on the use of current agent. Thanks.

[kruegerb]

Current Agent Routing works together with customer identification. In case a configured customer has called a topic and at this time an email from this customer is at an agent, the call will be routed to the same agent. Same when customer is talking with an agent and send a mail to the topic, this mail will be routed to the same agent. Precondition is, that for this customer the email address and phone number are configured in IPOCC

[marquardt]

Works also for Chat

The function is also available for Chat, if the customer is identified via an E-mail address.