Routing to the Last Called Agent
Beginning with release 8.1.510.12, Composer supports routing interactions to the Last Called Agent (LCA), that is, the most recently contacted agent. This is supported for both voice and non-voice multimedia interactions through the Target block and the Route Interaction block respectively.
When a customer calls a contact center, the agent ID and call time are saved to the customer contact information in the UCS database. As a result, a future call from the customer can be routed to the same agent.
To enable this functionality in Composer, a new target type, LCA, is added to the Targets dialog accessed through the Targets property in the Target block and the Route Interaction block.
If the last called agent's details are known, users can optionally specify a variable in the Name column of the Target dialog to directly route to the agent. If no variable is selected in the Name column, the <session:fetch> action element is used to identify the customer, retrieve the agent information from the UCS database, and then route to the particular agent.