Sticky Agent Routing in Genesys Cloud CX | Advanced Preferred Agent Routing

Route a returning customer's call to the agent who handled the last call. The call will be routed to the same agent who handled the last call as long as that agent is available. If the last-handled agent is unavailable, then route to the next available agent in the queue using standard routing logic. The mapping of the agent to the customer is based on ANI (caller ID of the customer) and an Analytic API to get the Agent details. Reference Doc: https://drive.google.com/drive/folder... Other Genesys Sessions: 1. Genesys Cloud BYOC with AudioCodes SBC:    • Genesys Cloud CX BYOC with AudioCodes | Le...   2. Build and Deploy Advanced Genesys Chatbot - Gen-AI with Genesys AI:    • Part 1 - Build and Deploy Advanced Genesys...   Trainings: 1. Advanced Genesys Cloud Contact Center Training: Genesys Cloud CX, Advanced Architect Flows, CRM Integrations, APIs, Middleware Development, Genesys AI, Google Dialogflow CX, Advanced Agent Scripting, Outbound, etc. Details:    • AJ Labs Genesys Cloud CX Training Details   https://aj-labs.com/courses/advanced-... 2. Cloud Collaboration Training: vmware, Windows AD, DNS, Azure, Azure AD, MS Teams, AudioCodes SBC, Ribbon, Cisco SBC, Direct Routing, Webex, Webex Calling with CUBE. https://aj-labs.com/courses/advanced-... Collaboration Syllabus.pdf 3. Microsoft Teams Direct Routing with AudioCodes, Ribbon, CUBE, AnyNode SBCs - Fast Track: Microsoft Teams Direct Routing implementation, PSTN Integration, RegEx, All Enterprise SBCs, Troubleshooting of each SBCs with logs. https://www.udemy.com/course/microsof... 4. Advanced Cisco Collaboration Video Training: vmware, Windows, CUCM, CUC, IMP, Expressway, CUBE, CUBE HA, SIP Deep Dive, CUCM Log Analysis, UC Upgrade, MRA, B2B, Webex, Webex Calling. https://aj-labs.com/courses/advanced-... Cisco Collaboration Syllabus.pdf