usedRouting = Last

[Anton_Vroon]

Just wondering what it indicates if in the conversation detail data when
usedRouting = Last
Routing method on the queue is set to Standard.

{
"participantId": "4d303787-4630-4c81-9937-22a3f7506782",
"purpose": "agent",
"userId": "3c49c58f-c9b6-4d82-8e5e-2e95d5c246ec",
"sessions": [
{
"callbackNumbers": [
"+SomeNumber"
],
"callbackScheduledTime": "2021-12-30T21:00:50Z",
"callbackUserName": "CustomerName",
"direction": "outbound",
"mediaType": "callback",
"outboundCampaignId": "f0dcf66a-7ef5-4b2c-a63d-fbee3738cda3",
"outboundContactId": "aff5a245af46ebe66abaab056038b717",
"outboundContactListId": "a41a4ba1-b081-4911-9f10-a445f5c94139",
"peerId": "21729dc4-746f-41f4-8a6a-e210089ba577",
"provider": "PureCloud Callback",
"remote": "Customer",
"requestedRoutings": [
"Last"
],
"scriptId": "50ccc3d1-d2c5-4054-ae7b-8a0d8401032f",
"selectedAgentId": "3c49c58f-c9b6-4d82-8e5e-2e95d5c246ec",
"sessionId": "54affa49-1c1f-4cc4-b1b2-fdc6fdd55a2a",
"skipEnabled": true,
"timeoutSeconds": 0,
"usedRouting": "Last",
"metrics": [
{
"emitDate": "2021-12-30T21:57:29.774Z",
"name": "nOverSla",
"value": 1
},
{
"emitDate": "2021-12-30T21:57:29.774Z",
"name": "tAlert",
"value": 2388
},
{
"emitDate": "2021-12-30T21:57:29.774Z",
"name": "tAnswered",
"value": 3399058
},
{
"emitDate": "2021-12-30T22:05:38.730Z",
"name": "tHandle",
"value": 488956
},
{
"emitDate": "2021-12-30T22:05:38.730Z",
"name": "tTalk",
"value": 488956
},
{
"emitDate": "2021-12-30T22:05:38.730Z",
"name": "tTalkComplete",
"value": 488956
}
],
"segments": [
{
"conference": false,
"queueId": "44ffb31a-f7a2-4b7a-8d80-bd367a2bff3f",
"requestedRoutingUserIds": [
"3c49c58f-c9b6-4d82-8e5e-2e95d5c246ec"
],
"segmentEnd": "2021-12-30T21:57:29.774Z",
"segmentStart": "2021-12-30T21:57:27.386Z",
"segmentType": "alert"
},
{
"conference": false,
"disconnectType": "peer",
"queueId": "44ffb31a-f7a2-4b7a-8d80-bd367a2bff3f",
"requestedRoutingUserIds": [
"3c49c58f-c9b6-4d82-8e5e-2e95d5c246ec"
],
"segmentEnd": "2021-12-30T22:05:38.730Z",
"segmentStart": "2021-12-30T21:57:29.774Z",
"segmentType": "interact"
},
{
"conference": false,
"disconnectType": "peer",
"queueId": "44ffb31a-f7a2-4b7a-8d80-bd367a2bff3f",
"requestedRoutingUserIds": [
"3c49c58f-c9b6-4d82-8e5e-2e95d5c246ec"
],
"segmentEnd": "2021-12-30T22:07:20.211Z",
"segmentStart": "2021-12-30T22:05:39.211Z",
"segmentType": "wrapup",
"wrapUpCode": "d6a26606-15fb-427c-9d19-62756f232c5c"
}
]
},
{
"ani": "sip:1234567890+SomeSipDomain",
"direction": "outbound",
"dnis": "tel:+SomeNumber",
"edgeId": "10204ea7-8913-4d04-ba4c-dce3d2a2ae5f",
"mediaType": "voice",
"outboundCampaignId": "f0dcf66a-7ef5-4b2c-a63d-fbee3738cda3",
"outboundContactId": "aff5a245af46ebe66abaab056038b717",
"outboundContactListId": "a41a4ba1-b081-4911-9f10-a445f5c94139",
"peerId": "8ee4b558-e807-4f25-8ecf-bfe2c605212c",
"protocolCallId": "bb484208-6c43-4a5c-a836-bc0864994c49",
"provider": "Edge",
"remote": "Customer",
"sessionDnis": "tel:+SomeNumber",
"sessionId": "fa20fb7b-a235-4188-b79d-8bf431268f3d",
"mediaEndpointStats": [
{
"codecs": [
"audio/opus"
],
"discardedPackets": 4,
"eventTime": "2021-12-30T22:04:20.420Z",
"maxLatencyMs": 31,
"minMos": 4.882351411512652,
"minRFactor": 92.44107818603516,
"receivedPackets": 4782
},
{
"codecs": [
"audio/opus"
],
"eventTime": "2021-12-30T22:04:20.421Z",
"maxLatencyMs": 29,
"minMos": 4.888075923437631,
"minRFactor": 92.69353485107422,
"receivedPackets": 3963
}
],
"metrics": [
{
"emitDate": "2021-12-30T22:02:43.558Z",
"name": "nOutbound",
"value": 1
},
{
"emitDate": "2021-12-30T22:02:44.744Z",
"name": "tContacting",
"value": 1186
},
{
"emitDate": "2021-12-30T22:03:01.092Z",
"name": "nOutboundConnected",
"value": 1
},
{
"emitDate": "2021-12-30T22:03:01.092Z",
"name": "tDialing",
"value": 16348
},
{
"emitDate": "2021-12-30T22:04:20.362Z",
"name": "tTalk",
"value": 79270
},
{
"emitDate": "2021-12-30T22:04:20.362Z",
"name": "tTalkComplete",
"value": 79270
},
{
"emitDate": "2021-12-30T22:07:20.211Z",
"name": "tAcw",
"value": 101000
},
{
"emitDate": "2021-12-30T22:07:20.211Z",
"name": "tHandle",
"value": 197804
}
],
"segments": [
{
"conference": false,
"queueId": "44ffb31a-f7a2-4b7a-8d80-bd367a2bff3f",
"segmentEnd": "2021-12-30T22:02:44.744Z",
"segmentStart": "2021-12-30T22:02:43.558Z",
"segmentType": "contacting"
},
{
"conference": false,
"queueId": "44ffb31a-f7a2-4b7a-8d80-bd367a2bff3f",
"segmentEnd": "2021-12-30T22:03:01.092Z",
"segmentStart": "2021-12-30T22:02:44.744Z",
"segmentType": "dialing"
},
{
"conference": false,
"disconnectType": "client",
"queueId": "44ffb31a-f7a2-4b7a-8d80-bd367a2bff3f",
"segmentEnd": "2021-12-30T22:04:20.362Z",
"segmentStart": "2021-12-30T22:03:01.092Z",
"segmentType": "interact"
},
{
"conference": false,
"disconnectType": "client",
"queueId": "44ffb31a-f7a2-4b7a-8d80-bd367a2bff3f",
"segmentEnd": "2021-12-30T22:07:20.211Z",
"segmentStart": "2021-12-30T22:05:39.211Z",
"segmentType": "wrapup",
"wrapUpCode": "d6a26606-15fb-427c-9d19-62756f232c5c"
}
]
}
]
},

[Eos_Rios]

Genesys Cloud attempts to route callbacks, email replies, and message replies to the last agent who handled it. The agent must be on queue and not be fully utilized on those interactions. If the agent is not available, Genesys Cloud routes the interaction to the next available agent.

https://help.mypurecloud.com/articles/callbacks-overview/

As I understand it "Last" will still be set as the default requested routing for the conversation even if there was no previous agent because that just means the "not available" clause kicks in and then whoever gets it first will also continue to be the primary choice if it isn't resolved and comes back again.

[Anton_Vroon]

Thanks @Eos_Rios

That makes sense, and explains the behavior I was seeing.
Was trying to figure out why this agent was getting a call for a campaign while not on the campaign queue anymore, they were the last person who handled it and available on queue for a different queue set.