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
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:
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.
The Extension type will have the following fields:
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.
The User type will have the following fields:
The User Direct Number type will have the following fields:
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