This module will ensure to route the call of a lead to the agent he spoke last time. This decreases call wrap up time and increase customer satisfaction as a customer don’t need to explain the things from scratch.

We have developed a custom Sticky Agent module for VICIDial which works as explained below:

  • If a lead has talked with an agent in past and the call is received from the same lead, the call will be routed to the agent
  • The lead will get a flexibility to talk with the same agent with whom they are having a conversation
  • This will save time and increase client satisfaction.

This sticky agent module will work for both, Manual Dialer and Predictive Auto Dialer.

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