I have a use case where i need to connect the call of the customer to to be answered by last connected agent if the customer has repeatedly called for one day period. Is is feasible through any APIs.
Hi @Anush_Servion
This older thread may help you: Transfer call to agent that answered previously - #3 by PNS_jjem
If you are transferring after initial connection, you could achieve that with the API as detailed here: https://developer.genesys.cloud/routing/conversations/transfer
To get the last connected agent, you could use the conversation details query (POST /api/v2/analytics/conversations/details/query) with a segment filter based on the client's ani (like tel:+1XXXXXXXXXX) and get the most recently connected agent from the response
But I think you're wanting to connect the customer to the last connected agent from the start, not with a transfer, so the thread I linked has a better answer for that.
Thank you Jackb, i think i will use the API and filter using ANI. It is helpful.