When a sticky agent is enabled on an IVR number we check that if the caller has previously talked to any agent then the call is again forwarded to the same agent.
If this is a new caller then the call is forwarded as per the policy assigned.
If this is a new caller then the call is forwarded as per the policy assigned.
A sticky agent is a person who will pick up your call every the time you contact customer support/ service for a query.
It saves valuable time of both customers and agents as they don’t have to repeat the same conversation again.
Use case
Auto Attend
In this case, an IVR is used to automate the flow of incoming calls inside a company.
Callers are guided to connect with phone extensions by means of built IVR menus with prerecorded messages.
This task is usually performed by a human operator (a call the dispatcher or a receptionist).
Using IVR technology, this process is automated, leaving the receptionist with more time to perform other tasks.
How to use
A sticky agent is a feature which you need to just activate from the dashboard and can be used by the user anytime.
DASHBOARD>SERVICES>IVR>SETTINGS>STICKY AGENT
