Preferred Agent:
This feature lets a customer call to be assigned to a particular agent if he/she is available. This feature helps to achieve high customer satisfaction and increase the rate at which the tickets are resolved as the customers are able to talk with the same agent whom they last spoke to.

How It Works:
On call arrival to the queue, if the agent who worked with the customer earlier is logged in and is in “Available” (Ready) state the call is routed to the agent.
If the agent is not logged in or is not available, call is routed using queue’s routing strategy.