Routing interactions with the Offer to Preferred Agent activity

The Offer to Preferred Agent activity directs ongoing interactions to the agent who either handled interaction the previously or wrote the original outbound email. If an incoming interaction is part of an ongoing interaction, the system automatically populates the preferred agent variable with the agent that last handled the interaction.

For example, if a support agent is handling an ongoing issue with a customer, the Offer to Preferred Agent activity directs all incoming interactions from the customer to that agent. If the agent is not available, the system waits until the Overflow Time is reached and follows the Overflow branch. Administrators can configure the activity to overflow interactions instantly if the agent is logged out.

The Offer to Preferred Agent activity offers the interaction to the preferred agent only if their Workload permits handling this interaction. The activity can also be configured to offer the interaction to the preferred agent only if that agent is currently answering for the queue the interaction came in on.

Preferred Agent is not set for agents handling emails that originated internally within a contact center. If an agent is responding to an email from another internal queue, Multimedia Contact Center does not set that agent as the Preferred Agent. For example, if a customer addressed an email to two different queues, the Preferred Agent would only be set for the email sent from the customer, rather than emails sent from the agents.

The Offer to Preferred Agent activity is available to all multimedia Inqueue workflows.

For information on configuring this activity’s Overflow Time, Interval Time, and the option to overflow interactions instantly if the preferred agent is logged out, see "Routing contacts with the Offer to Agent Group activity".