What is a Sticky Agent and what happens if a Sticky Agent turns Call Availability Off in MyOperator?
⚡Quick answer -
Sticky Agent ensures that when a customer calls multiple times, they are connected to the same agent who handled their previous call (within a set time frame). This continuity improves customer experience, reduces repeated explanations, and enables faster resolutions.
Types of sticky agents:
• Strict Bind – call stays with the assigned agent; if the agent is Away, the caller goes straight to your fallback (voicemail, prompt, disconnect).
• Loose Bind – system skips the Away agent and routes to the next available agent per queue rules.
When should I use this guide?
Read this if you’ve enabled Sticky Agent routing and need to understand how the Call Availability toggle (“Available / Away”) affects caller experience.
1. Key terms
Term | Meaning |
Sticky Agent | Re-routes returning callers to the same agent as last time |
Call Availability | Agent toggle: On (Available) or Off (Away) |
Strict Bind | Always stick; no fallback to others |
Loose Bind | Prefer agent; if unavailable, fall back to queue |
Watch the video walkthrough
2. Behaviour matrix
Bind type | Agent availability | Does the queue try the agent? | If agent unavailable | Caller experience |
Strict | On (Available) | Yes | N/A | Agent’s phone rings |
Strict | Off (Away) | No | No fallback | Caller hits your fallback (voicemail/prompt/disconnect) |
Loose | On (Available) | Yes | Falls back if no answer | Rings agent, then next agent per rules |
Loose | Off (Away) | Skipped | Routes to others | The caller is offered next available agent |
Other rules (Business Hours, Holidays, DND, overflow numbers) can still override the above.
3. Best-fit guidance (Strict vs Loose)
• Strict Bind – use for VIP or named-owner queues where customers expect “their” agent.
• Loose Bind – use for Sales / Support teams where answer speed outranks continuity
4. How to configure Sticky Agent bind type
Prerequisites:
• Role: Admin (needs Department > Edit permission).
• Path: Manage → Departments → {Department} → Call Flow.
Steps:
- Go to Manage → Departments in the Web Panel.
Alt text: Web panel - Manage - Accounts
- Add a new department or click Edit on an existing one.
Alt text: Adding a new department
- In Call Flow, toggle Sticky Agent = On.
Alt text: Toggle sticky agent ON
- Choose Bind type: Strictly bind or Loosely bind.
Alt text: Choose the sticky agent type
- Click Save.
5. Success checklist
✓ Department shows Sticky Agent = On.
✓ Bind type reads “Strict” or “Loose”.
✓ Test call from a repeat caller follows the chosen behaviour.
6. Edge cases & limitations
• Routing changes may need 1-2 min to propagate.
• Direct transfers ignore Sticky logic.
• A paused agent (admin “Pause”) overrides the Call Availability toggle.
7. When this won’t behave as expected
- Fallback branch is Disconnect – caller gets silence; switch to Voicemail if you need messages.
- Queue is configured with ring-group “Always include” – the agent still rings even if Away.
- Caller number not recognised – sticky rule doesn’t trigger for first-time callers.
8. Benefits of Sticky Agent
No Repetition for Customers: Customers avoid repeating their concerns with new agents.
Consistency in Interaction: Ensures follow-up with the same agent familiar with the issue.
Faster Resolution: Saves time for both customers and agents.
9. Troubleshooting & escalation
Issue | Likely cause | Fix / who to contact |
Caller hears busy tone when the agent is away | Strict Bind + fallback = Disconnect | Change fallback to Voicemail / switch to Loose Bind |
Sticky ignored; call jumps to others | Department set to Loose Bind | Change to Strict or ensure agent = Available |
Routing didn’t update after the toggle | Cache/propagation delay | Wait 2 min, refresh; retest |
Escalation template (copy-paste):
Subject: Sticky Agent routing issue
Dept: Sales – Inbound
Bind type: Strict
Fallback: Voicemail
Call example: UID c_250822_1045
Observed behaviour: Caller routed to other agent while owner Away.
Keywords: sticky agent, strict bind, loose bind, call availability off, queue fallback, MyOperator
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