Web Messaging - Last Agent Routing

Web Messaging
1

Hi all,

I have a question about this phrase in the Help center, related to Web Messaging..
"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."

How does the system determine the agent is not available? Is it purely just a "hey let's look to see if the agent is On Queue and has the ability to take this interaction and if they are not available, instantly move on?"

Or, is there a timer involved with this decision?

2

Here's the resource center article on Agent availability.

3

Sorry, Tim. That wasn't my question. I'm more asking about whether or not there is a timer associated with the Last Agent Routing decision for Web Messaging. Or, if the agent is identify as unavailable, does it immediately move on?

4

I think you can configure it. Preferred agent routing behavior - Genesys Cloud Resource Center

I'd recommend posting in the Genesys Cloud Community Forum, which is more suited for discussions surrounding base product functionality; this forum specific to integrations and API usage.

5

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