A sticky agent is a feature that helps a customer to connect to the same agent again with whom he held an earlier connection. This would ease the work of both parties. Since, if the customer had to repeat his query again and again to the new agent, they might feel inconvenient and dissatisfied. The benefit of a sticky agent is that whenever your customer calls you, they don’t have to explain the same query again. This helps in improving your customers’ call experience and leads to a faster point resolution.

There is two sticky agent feature: