Assigning interaction to previous handling agent
Assigning an interaction to the previous handling agent using a Skill Tagger applet
To use a Skill Tagger to assign an interaction to the previous handling agent, create the applet and configure the applet to assign interactions to specific agents. For information, see Setting up personal queues. Note that you don't need to create a data source for the ID of the target — instead select the Previous Handling Agent ID data source in Agent Id in the Personal Queue Data Sources section.
Assigning an interaction to the previous handling agent using a UCD applet
To use a UCD applet to assign an interaction to the previous handling agent, create an ACD applet in skills-based routing mode — the ACD applet becomes a UCD applet — and configure the applet to prefer last handling agent. In the Routing section, click to select Prefer last handling agent. Configure the rest of the sections as required. For information about the other fields in the applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
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