What is Normal & Advance Sticky Member and uses?
By Kaushal Bansal
updated 3 months ago
A sticky Agent/ member is a feature where a caller is connected with the same agent at the company whenever they call until their query is solved. The basic benefit of this feature is when you call customer care more than once then you don’t need to discuss your query over and over again with the agent.
The feature helps the company to provide better and more efficient customer support all the time which eventually helps them to retain and grow clients at a faster rate.
Type of “Sticky Agents”
CallerDesk is providing two types of “Sticky Agents” to the companies:
In the mentioned Sticky Agent Tab, there are three options available:
Normal- (Strictly bind sticky Agent)
In this case, an agent from customer care services is strictly bound to a specific user. Suppose you call up at customer care, Agent A has picked up your call. If Agent A is a strictly bound agent, then no other agent will pick up your call. If in case, the Agent is not able to pick your call then your call will be dropped but no other Agent will pick up your call.
Advance- (Loosely bind sticky Agent)
In this case, the call can be transferred to another Agent in case if the assigned Agent is busy and not able to pick up the call. Suppose you call up at customer care, if Agent A is loosely bound sticky Agent then whenever you call, it will be first routed to Agent A but in case, if Agent A is not able to pick up your call or is busy then your call will be transferred to another Agent as per the order.
If you select the off button then the calls will flow as per the decided call strategy, i.e. Roundrobin Ringing, Sequential Ringing, and Random Ringing.