What is a “Sticky Agent”?

What is a “Sticky Agent”?

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.

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.

Types of Sticky Agents

1. Strictly Bind Sticky Agent

  • Call always routes only to the assigned agent.
  • If the agent is unavailable or misses the call, the call is disconnected (not routed to others).
  • Example: If Customer A is linked to Agent X, only Agent X receives their calls.

2. Loosely Bind Sticky Agent

  • Call first routes to the assigned agent.
  • If they miss or are busy, the call automatically routes to other available agents in the department.
  • Example: Customer A is linked to Agent X; if X doesn’t answer, the call goes to another available agent.

How to Set Up Sticky Agent in MyOperator

Follow these steps to enable Sticky Agent for a department:

Step 1: Open the Department Settings

  1. Log in to your MyOperator panel.
  2. Navigate to Manage → Department in the left menu.
  3. Click on the three-dot menu beside the department you want to edit and select Edit.

Screenshot:
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Step 2: Enable Sticky Agent

  1. In the Department settings for call flow, find the Sticky agent toggle.
  2. Turn the toggle ON.
  3. Configure ringing time and call distribution method as required (serial, balanced, simultaneous).

Screenshot:

Step 3: Choose Binding Type

  • Select Strictly Bind or Loosely Bind based on your routing preference (available in advanced call flow options).

Step 4: Save Changes

  • Click Save to apply the Sticky Agent settings for the department.

Things to Know

  • Sticky Agent works within a defined time threshold; after this period, new calls may be assigned differently.
  • Ensure agents remain in the same department; reassignment may break the Sticky Agent mapping.
  • Feature availability may depend on your plan or permissions; check with your admin or MyOperator support.