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 use cases account management ensuring a client always speaks to their dedicated account manager 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