One thought on - Connect Call To Queue To Specified Agent

• When the call comes in, before sending it into the queue, you could consult a database of last agent who helped the user, then check availability of that agent, and send the call directly to the agent instead of putting it into the queue. You can use QueueLog​ to record that action so that any queue monitoring data is not unaware of it, but otherwise you would need to understand it won’t show up in your queue metrics.