Sticky Agent

Sticky Agent

Overview

When a customer calls into a tenant multiple times, they very often want to speak to the same person. Thrio can now implement this using the Sticky Agent functionality. This keeps the customer in a queue for a certain amount of time until their sticky agent becomes available. This threshold is customizable so they are not waiting in a queue for extended periods of time.

Sticky Agent has two components in the workflow: Find Sticky Agent and Enter Queue

Find Sticky Agent


This component finds the last agent who handled a call with that customer. This action searches through the last workitems in a date range (configurable) and finds the last agent who handled a call with the incoming customer. The result of this action saves the ID of that agent in a response variable called stickyAgent.

The Sticky Agent component has the following fields:

  • Query - The variable to search on (usually a customer phone number).
  • Date Range - The date range to search on.
  • Response Variable - The variable to save the ID of the agent in (usually stickyAgent).

Enter Queue


The Enter Queue component has the Sticky Agent Toggle button which enables or disables searching for a Sticky Agent. The Sticky Agent Type, which defines how to connect to the agent in question can also be selected. There are four types: Extension, Sticky Agent Expression, User or User Direct Number. Each of these types will have their own unique fields displayed when chosen.

Extension

The Extension type will have the following fields:

  • Extension - The extension number of the agent, this can be hard coded (if it’s always the same agent) or passed by a variable(to have dynamic sticky agents).
  • How long to wait for agent (sec) - The maximum time in seconds for a customer to wait for their sticky agent before being routed to a different agent (when the sticky agent is not available).

Sticky Agent Expression

This type is to be used in combination with the Find Sticky Agent component to dynamically enable sticky agents for each customer that calls into the queue.


User

The User type will have the following fields:

  • User - Hardcodes the agent who will be sticky in the queue.
  • How long to wait for agent (sec) - The maximum time in seconds for a customer to wait for their sticky agent before being routed to a different agent (when the sticky agent is not available).

User Direct Number

The User Direct Number type will have the following fields:

  • Direct Number - The direct number of the agent, this can be hard coded (if it’s always the same agent) or passed by a variable(to have dynamic sticky agents).
  • How long to wait for agent (sec) - The maximum time in seconds for a customer to wait for their sticky agent before being routed to a different agent (when the sticky agent is not available).

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