Sticky Agent Routing

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 80% of customers want to speak to the same agent on repeat calls, but 60% still have to repeat themselves.

1. What is Sticky Agent Routing?

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Sticky Agent Routing (also called preferred or repeat‑agent routing) ensures that a returning customer is connected to the same agent they previously spoke with, when available, to provide continuity, faster resolution, and a more personalized experience.

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2. What is routing in a call center?

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Routing in a call center refers to the system or logic that directs incoming calls, chats or messages to the most appropriate agent, queue or resource based on defined criteria (skills, availability, customer history, priority). 

3. What is last‑agent routing?

Last‑agent routing is a strategy where a returning contact is routed to the last agent who handled their previous interaction, if that agent is available. This supports continuity and reduces customer repetition. 

4. What are the four types of agents?

In a contact‑center context, four common agent designations include:

1. Generalist agents – handle a wide variety of inquiries
   
   
2. Specialist agents – with domain‑ or product‑specific expertise
   
   
3. Tier‑2 or escalation agents – handle complex or escalated cases
   
   
4. Virtual/remote agents – off‑site, often using softphones or remote tools

(These categories help define routing strategies like sticky agent routing.)

Connect callers to your best agents, explore Convin’s intelligent routing now.