I have few agents who dial customers manually. If an agent is unable to reach the customer say due to line busy, the customer calls back on the Caller ID number and lands into a Queue and it gets connected to agent who is idle.
Is there a way to route such calls to a dedicated agent who actually called the customer last time?
For example, say I have 3 agents(agent A, agent B and agent C). Agent A calls Customer C1 but was not able to reach. After few minutes, C1 calls back on the caller id and lands in a Queue. All 3 agents are now Idle. Is there a way that C1 is directly routed to Agent A?
There’s no mature solution to do this, but the crude proof of concept here is a good starting point:
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