I have a requirement to have emails route to the last agent that worked on them. Using integrated EIM, I can't any way to do this.
On a previous Cisco TAC case, the engineer, mentioned something about Sticky Agents, but I couldn't find any documentation on this at all.
Has anyone here had to route to the last agent before? I do have the Data Adapter license, so was thinking of maybe some funky query in a work flow pass back to ICM the original agent ID?
Thanks for your help!