Was asked by my business leaders today if something like this would be possible with Genesys Cloud as it is:
"Something along the lines of if the following 2 statements are true, override all other call routing logic and route to Y queue:
- Pro has had a connected call <= X days
- Last connected call origin = Y queue "
So my early thoughts would be capturing the ANI from the customer then needing to send that to a Genesys Cloud data action which would then provide last connected Day/Time.