Hi Harrison,
The closest option available-which I can appreciate is very distant from what you would actually like to achieve-is to use a "dial by extension" option in your IVR, provided that the customer was informed in advance of the extension of the agent they have previously spoken with. I do appreciate that this scenario would be very unlikely in a functional contact center.
We have taken on the idea and logged a feature request for you. The product team will review, discuss, and, if agreed upon, prioritize the request.
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Alison Stewart
8x8
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Original Message:
Sent: 07-02-2024 06:12
From: Harrison Gee
Subject: Route calls to agent that handled last
Hi all,
Just wondered if anyone has managed to get a call to route back to a specific agent (One that handled that customer last time) on the VCC if they are available in the queue.
Thanks!
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Harrison Gee
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