Picture this scenario:

A client sends an email to your contact center. An Agent replies to the email. Days later, the client sends another email in response to the Agent's reply. Ideally, that email, and the email thread, should go to the Agent that first replied to the client. How is this handled in UNIVERGE BLUE® ENGAGE? Through the Last Agent Email Routing feature.

Using Last Agent Email Routing, you can:

1. Route emails from a particular sender to the Agent who handled that sender's original email.
   This means that this Agent will be able to continue replying to the same sender, and the sender will be able to continue emailing the same Agent.
2. Reroute email interactions to a particular email queue after the original Agent is no longer associated with the email thread.

To access Last Agent Email Routing

1. Log on to UNIVERGE BLUE® ENGAGE Admin Portal per usual.
2. Navigate to Configure > Inbound Email > Last Agent Email Routing

   

3. Click the tile. The Last Agent Email Routing page appears.

   

To configure Last Agent Email Routing

1. Do the following:
   1. Select the Enable last agent email routing checkbox.
      Selecting this checkbox sends continuing email interactions to the Agent who handled the original email.
      When clicking to clear this checkbox, all continuing email interactions are rerouted to any available Agents.
   2. Disassociate assignment to agent after last reply to customer: Enter the number of days after which the Agent will NO LONGER receive continuing email interactions.
      The Agent who handled the original email will continue to receive email interactions from the original sender within the timeframe specified. Any email interactions received AFTER the number of days you enter here will be rerouted to any available Agents.
      Example:
      Let's assume that Disassociate assignment to agent after last reply to customer has been set to 30 days like in the screenshot above. Client Sam sends an email to Customer Service, which Agent Agnes handles. If Sam continues emailing Customer Service, Agnes will receive all of Sam's email interactions PROVIDED that Sam keeps replying WITHIN 30 days of Agnes' last reply. If Sam replies on day 31 or later, the email interactions will be rerouted to any available Agent.
      Important You can only enter WHOLE numbers (i.e., 1, 2, 3, 10, 15, etc.).
   3. Reroute assigned email to: Choose an email queue to which to reroute emails the Agent cannot handle within a given number of days, and then specify what given number of days is.
      Example:
      Let's assume that you have entered 29 days as in the screenshot above. Any email received from the original sender that the Agent could not handle within 29 days will be rerouted to the specified email queue (Last Known Queue in the example shown in the screenshot). In other words, all the emails from the original sender NOT worked on by the Agent will be rerouted to Last Known Queue on day 30 of sitting in the Agent's queue.
      Important You can only enter WHOLE numbers (i.e., 1, 2, 3, 10, 15, etc.).
2. Click Update when done.