For emails and messages, Genesys Cloud routes the interaction to the previous agent if the agent is on-queue, even if the agent is no longer active in or a member of the queue from which the email or message routed. This behavior is known as last agent routing.

For example:

  • A customer sends an email or message to the Technical Support queue.
  • ACD email routes the email or message to Agent A in the Technical Support queue.
  • Agent A replies to the original email or message.
  • Agent A moves from the Technical Support queue and into the Escalated Support queue.
  • The customer responds to Agent A’s reply.
  • Agent A, while in the Escalated Support queue, receives the email or message from the Technical Support queue.