Preferred Agent / Sticky Agent Routing

overview preferred agent routing, also known as sticky agent, is a functionality that aims to connect an inbound caller to the agent they last spoke with or an agent who is specifically assigned to them this feature is designed to improve customer satisfaction and first call resolution by providing service continuity how it works when a call is received, the system checks for a previously connected or specifically assigned agent for that customer's number and routes the call to them if they are available configuration steps feature enablement this functionality is configured with the help of the professional services team best suited for & key considerations relationship driven interactions highly effective for account management, vip client handling, or complex, ongoing support cases where continuity is more important than immediate connection speed managing wait times because calls are targeted to a single individual, callers may experience longer hold times if their preferred agent is busy to maintain a good customer experience, it is essential to configure an overflow rule (e g , "if the preferred agent is busy for 2 minutes, route to the next available agent") agent availability the success of this routing relies on the assigned agent being logged in contact centers must have fallback strategies in place for when a preferred agent is absent or on leave recognized caller ids this routing depends on matching the incoming phone number with the crm or database record if a client calls from a new or unregistered number, the system will treat it as a new interaction workload monitoring supervisors should actively monitor queue performance, as assigning specific customers to specific agents can sometimes lead to uneven call distribution across the floor complex support tickets routing a customer back to the same agent who is already familiar with their ongoing issue benefits elevated customer satisfaction creates a more personalized experience by connecting customers with an agent who already understands their history improved first call resolution increases the likelihood of resolving issues on the first contact, as the agent is already familiar with the case enhanced efficiency reduces the time customers spend repeating information limitations the system typically identifies the caller based on their registered phone number if a customer calls from a new or unregistered number, the system will not recognize the pairing and will route the call as a new inquiry