Agent Stickiness helps improve efficiency for preview calls and agent-first outbound calls by attempting to assign eligible retry calls to the same agent who previously reviewed and dialed the customer. This reduces the need for agents to repeatedly review customer information when an earlier call was unanswered, reached voicemail, or required a retry. By maintaining continuity with the same agent whenever possible, Agent Stickiness reduces duplicate effort, improves agent productivity, preserves customer context, minimises time spent re-evaluating customer details, and delivers a more consistent customer engagement experience.

Supported Dialing Modes

Agent Stickiness is supported for the following dialing modes:

• Preview Dialer, where retry calls can be routed back to the same agent who previously reviewed the customer information and placed the initial call.

• Agent-First Callbacks assigned to a Queue, allowing callback retries to maintain continuity by attempting to reconnect the interaction with the original agent.

• Progressive Agent-First Dialer, where eligible retry calls can be assigned to the same agent to reduce repeated review effort and preserve customer context.

Configuring Stickiness in Dialers

1. Navigate to Dialer Profiles. For further details, see Preview Dialers.

2. Enable the Enable Stickiness toggle.

3. Save the dialer configuration.

4. Ensure that the Stickiness Settings are configured on the queue.

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The feature uses the existing stickiness settings which is configured on the Unified Routing screen under the Assignees section:

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For further details, see Assignees.

Working of Agent Stickiness

Agent Stickiness helps maintain continuity by prioritising the same agent for future retry attempts related to a customer interaction, whenever possible. This can provide a more consistent customer experience by allowing customers to reconnect with an agent who is already familiar with their case.

Stickiness Timeout

The Stickiness Timeout determines how long an agent remains the preferred agent for future retry attempts after handling a customer interaction.

• If a retry occurs within the configured timeout period, the system will try to assign it to the same agent, provided the agent is eligible and available.

• If the retry occurs after the timeout period has ended, the interaction follows the standard routing process.

• Agent Stickiness applies across the original interaction and any subsequent retries.

• The same agent is treated as the preferred agent only when they previously engaged with the customer interaction.

• Agent Stickiness increases the likelihood of reassignment to the same agent, but does not guarantee it.

  

Honour Agent Capacity in Stickiness

This setting determines whether the system should wait for the preferred agent to become available before routing the retry to another agent.

• Disabled: If the preferred agent is not available, the retry is routed to another eligible and available agent.

• Enabled: The system waits for the preferred agent to become available for the duration of the configured Stickiness Wait Timeout. If the agent does not become available within that period, the retry is routed to another eligible agent.

  

Agent Status for Stickiness

You can specify the agent statuses that qualify for stickiness.

• Agents whose status matches the configured values are considered eligible to receive retries that are waiting for their availability.

• It is recommended to use the Availability status along with the Occupied status.

• This helps ensure that retries are assigned only when the preferred agent is in an appropriate working state.

  

Stickiness Wait Timeout

The Stickiness Wait Timeout defines how long the system will wait for the preferred agent to become available before assigning the retry to another eligible agent.

• If the preferred agent becomes available within the configured wait period, the retry is assigned to that agent.

• If the preferred agent remains unavailable after the wait period expires, the retry is routed to another eligible agent.

• Each retry attempt is evaluated independently using the configured wait timeout.

  

This configuration provides flexibility in balancing customer continuity with operational efficiency, ensuring that retries are handled promptly while still prioritising the agent who is most familiar with the customer's interaction history.