Transfer Last Called Agents to ACD

1

Hi,

I have just configured the Last called agents using an API and searched for the last agent but I can see the call transferred to an agent without any ACD functionality.

Does any one know how we can transfer this call to LCA to be considered as an ACD call?

2

Hi @kfawzy
Which API are you using, is it a third-party API or a Genesys Cloud public API resource?
Typically you would use the third-party API to track the last called users, then fetch that info using a data action in the Architect flow, and use that in conjunction with Preferred agent routing. Then you would use the "Transfer to ACD" action in the flow as usual.

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