This component allows you to query the agent who attended to the user in the last 24 hours, the time in minutes since the last interaction, and the channel used for the interaction.
It is mainly used to have the client continue their contact process with the same agent and thus optimize the performance of the operation.
It is located within the component group called “Statistics” and is available in all types of routing (Voice, Interaction, Chat, and CRM + Webhook).
- In the first field, the variable used to identify the last agent who attended the customer is listed.
- In the second field, the variable that identifies how many minutes have elapsed since the last interaction with the customer is listed.
- In the third field, the variable that identifies the last channel through which the customer was contacted is listed.
- Click “Save”.