Last known agent?

Genesys Cloud Applications Scripts
1

HI team

is it possible to show in the inbound script via the client phone number, who the last agent they talked to?

Thanks

2

Hi Richard,

If you track all of your customer/agent interactions in a CRM along with the customer phone number you could create a data action to get that information from the CRM and present it in your script. There might be a way to query analytics as well, but I am not as familiar with that part of our product.

--Jason

3

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