3CX Life Hacks

3CX sticky agent routing: connect callers to their last agent

"Sticky Agent" (also known as "Persistent Agent" or "Call Affinity") is a feature in PBX systems and call center management platforms that automatically routes repeat calls from a client to the same agent they previously spoke with.

The goal of this feature is to improve service quality through personalized interactions and minimize the need for clients to repeat their issues to different agents.
How does "Sticky Agent" work?

  1. Initial Client Call: The client calls the call center, and the system routes the call to an available agent. The system logs this interaction, saving information about which agent handled the call (usually based on the client’s phone number or ID).
  2. Repeat Client Call: On the next call, the system checks if there’s a record of the client’s previous interaction with an agent. If the "sticky" agent is available, the call is automatically routed to them. If the agent is unavailable (busy or offline), the call is directed to the general queue or a backup agent.
  3. Sticky Agent works through a WebAPI SQL query that determines the employee extension with whom the specified caller previously had a successful conversation.
  4. Use the 3CX voice app for sticky routing.

Benefits of "Sticky Agent":
  1. Clients feel recognized and valued, enhancing customer satisfaction.
  2. No need to explain the issue again to a new agent.
  3. Agents are more familiar with the client’s needs, having dealt with them before.
  4. A more personalized approach fosters stronger customer relationships.
3CX sticky agent routing: a repeat caller is connected to the agent who handled the previous call

How the agent is found

Sticky agent SQL query sent to 3CX WebAPI in Postman and its result
WebAPI SQL query in Postman: it returns the extension (100) of the agent who last had a successful call with the caller 381629759787

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Get the Sticky Agent app

The app uses a WebAPI SQL query, so it needs WebAPI for 3CX with SQL. Try it free for 15 days.
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