Introduction

The “Last Agent” component allows you to query information about the customer's last service within the last 24 hours: who the agent was, how many minutes have passed since that interaction, which channel was used, and the associated skill. Its most common use is to implement continuity logic, so the customer returns to the same agent (when applicable) to optimize operations and experience.

This component is in the “Statistics” group and is available in Voice, Interaction, Chat, and CRM + Webhook routing points.

Configuration

1. Double-left-click on the component to open its configuration panel.
2. In the configuration, you will see fields with predefined variables (listed so you know what data the component produces):
   • Last Agent: $id_last_agent
     • What it stores: the identifier of the last agent who handled the customer.
   • Minutes of the last interaction: $minuts_last_call
     • What it stores: the minutes elapsed since the customer's last interaction (within the 24-hour window).
   • Last Channel: $channel_last_call
     • What it stores: the last channel through which the customer interacted (e.g., voice or chat).
   • Last Call Skill: $skill_last_call
     • What it stores: the skill ID (queue) related to the last agent who handled the customer.
   • Important: these variables are shown in the component as a reference and calculation output. You build the decision logic afterward using components such as “If Then”, “Case”, “Transfer to skill”, “Attach”, etc.
   • Click on “Save” to apply the configuration.