Re: Last Agent Rounting

Hello Vinod,

If you are using ICI email, then usually CTI provider has some special settings to perform this task, for example for SAP Contact Center (AKA BCM), there is a Preferred Agent setting:

http://help.sap.com/saphelp_contact-center70/helpdata/en/95/8eb95dd60f4e48b6debe54f44e6b05/frameset.htm

Best regards

Reyes