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How to configure Last Agent Routing in Dialogue Studio

This article is an example of a Last Agent Routing flow built in AnywhereNow Dialogue Studio. This scenario describes the setup of a flow which will see if the current caller has spoken to an agent before in a past (limited) period. It will also describe the mechanism and maintenance tips behind is as well as the known limitations.

Preview

Configure

Important

This flow uses the EventBus UCC Enricher, if you are already using that you can remove it from this flow example.

  1. Login to your Dialogue Studio environment

  2. Open or Create a Tab where you want to add the Last Agent Routing

  3. From the menu in the top right, select Import and add the following JSON.

    Copy
    JSON
    [{"id":"9d1897bf.e51ac8","type":"tab","label":"Last Agent Routing","disabled":false,"info":""},{"id":"8feaa27b.8ff3e","type":"group","z":"9d1897bf.e51ac8","name":"Create Last Agent Memory","style":{"label":true},"nodes":["d8803b35.378348","59308899.4ad098","60157bc3.eafbc4","5436bcda.d26f54","4c4c9009.9fb2e","b22fd6d.27fee28","20215017.b623","52f33320946c9b15","dfef4c798aac6048","681f2e72b3737805","837a7daf6b1ae117"],"x":54,"y":219,"w":1412,"h":162},{"id":"cde2b9be.532788","type":"group","z":"9d1897bf.e51ac8","name":"Route based on Last Agent","style":{"label":true},"nodes":["136cd64f.8aa9ca","39e684fe.3fb4fc","c72e2fdb.81a21","b94ee88f.532b08","f177a31e.3d3f","dca895d1.50ef78","dbf6ce9bb343fbeb","d244506714cdceb6","de70b89478d6f443"],"x":54,"y":419,"w":1292,"h":162},{"id":"d3bbfa2b.946f88","type":"group","z":"9d1897bf.e51ac8","name":"Cleanup LAR Memory Daily","style":{"label":true},"nodes":["d35e88d9.761b88","3a77a675.eb31da","27437db2fde412b2"],"x":474,"y":79,"w":372,"h":122},{"id":"77dbd2a880171c7d","type":"group","z":"9d1897bf.e51ac8","name":"Dialogue UCC Indexer","style":{"label":true},"nodes":["7f043d4f89e7241f","9c61f859325da0fe","6b4f6bfaa32ac343"],"x":54,"y":79,"w":392,"h":122},{"id":"d8803b35.378348","type":"any-red-event-bus","z":"9d1897bf.e51ac8","g":"8feaa27b.8ff3e","name":"","config":"","filtertype":"DialogueParticipantAddedEvent,DialogueQueueEnteredEvent","x":140,"y":320,"wires":[["dfef4c798aac6048"]]},{"id":"59308899.4ad098","type":"switch","z":"9d1897bf.e51ac8","g":"8feaa27b.8ff3e","name":"Split participant added based on role","property":"payload.event.roles[0]","propertyType":"msg","rules":[{"t":"eq","v":"Customer","vt":"str"},{"t":"eq","v":"Agent","vt":"str"}],"checkall":"true","repair":false,"outputs":2,"x":930,"y":300,"wires":[["60157bc3.eafbc4"],["5436bcda.d26f54"]]},{"id":"60157bc3.eafbc4","type":"function","z":"9d1897bf.e51ac8","g":"8feaa27b.8ff3e","name":"Create Last Agent Record for customer","func":"const { sipUri, dialogueId, timestamp } = msg.payload.event;\nconst sipUser = sipUri.slice(4).split(\"@\")[0];\nconst keyUser = sipUser.replaceAll(\".\",\"_\"); // <-- sanitize dot\n\n// attach keyUser to the global dialogue record\nconst dlgKey = `dlgUcc:${dialogueId}`;\nconst rec = global.get(dlgKey) || {};\nrec.keyUser = keyUser;\nglobal.set(dlgKey, rec);\n\nconst uccName = msg.payload.event.uccName || rec.uccName;\nif (!uccName) return msg; // can't scope LAR without UCC\n\nconst larKey = `lar:${uccName}:${keyUser}`;\nconst lar = flow.get(larKey);\n\nif (!lar) {\n    flow.set(larKey, { dialogueId, timestamp, uccName });\n    return msg;\n}\n\n// If lar exists but missing agentUri, refresh dialogueId/timestamp/uccName\nif (!lar.agentUri) {\n    flow.set(larKey, { ...lar, dialogueId, timestamp, uccName });\n}\nreturn msg;","outputs":1,"timeout":"","noerr":0,"initialize":"","finalize":"","libs":[],"x":1270,"y":260,"wires":[[]]},{"id":"5436bcda.d26f54","type":"function","z":"9d1897bf.e51ac8","g":"8feaa27b.8ff3e","name":"Store previous agent in Last Agent Record","func":"const { sipUri, displayName, dialogueId, timestamp } = msg.payload.event;\n\nconst dlg = global.get(`dlgUcc:${dialogueId}`);\nconst uccName = msg.payload.event.uccName || dlg?.uccName;\nconst keyUser = dlg?.keyUser;\nif (!uccName || !keyUser) return null;\n\nconst larKey = `lar:${uccName}:${keyUser}`;\nconst customer = flow.get(larKey) || {};\nconst queueName = customer.queueName;\n\nflow.set(larKey, {\n    ...customer,\n    dialogueId,\n    timestamp,\n    agentUri: sipUri,\n    queueName,\n    agentDisplayName: displayName\n});\n\nreturn msg;\n","outputs":1,"timeout":"","noerr":0,"initialize":"","finalize":"","libs":[],"x":1280,"y":300,"wires":[[]]},{"id":"136cd64f.8aa9ca","type":"any-red-incoming-call","z":"9d1897bf.e51ac8","g":"cde2b9be.532788","name":"","config":"","filtertype":"audiovideo","x":220,"y":520,"wires":[["c72e2fdb.81a21"]]},{"id":"39e684fe.3fb4fc","type":"any-red-say","z":"9d1897bf.e51ac8","g":"cde2b9be.532788","name":"","text":"Welcome","dataType":"str","saymethod":"Default","voice":"","x":960,"y":500,"wires":[["d244506714cdceb6"]]},{"id":"c72e2fdb.81a21","type":"function","z":"9d1897bf.e51ac8","g":"cde2b9be.532788","name":"Retreive Last Agent","func":"const uccName = msg.uccName;\nconst sipUser = msg.session.sipUri.slice(4).split(\"@\")[0];\nconst keyUser = sipUser.replaceAll(\".\", \"_\");\n\nif (!uccName) {\n    msg.lastAgent = null;\n    return msg;\n}\n\nconst lar = flow.get(`lar:${uccName}:${keyUser}`);\nmsg.lastAgent = lar || null;\n\nreturn msg;","outputs":1,"timeout":"","noerr":0,"initialize":"","finalize":"","libs":[],"x":470,"y":520,"wires":[["b94ee88f.532b08"]]},{"id":"b94ee88f.532b08","type":"switch","z":"9d1897bf.e51ac8","g":"cde2b9be.532788","name":"Check if a last agent is known","property":"lastAgent.agentUri","propertyType":"msg","rules":[{"t":"null"},{"t":"else"}],"checkall":"true","repair":false,"outputs":2,"x":710,"y":520,"wires":[["39e684fe.3fb4fc"],["f177a31e.3d3f"]]},{"id":"f177a31e.3d3f","type":"any-red-say","z":"9d1897bf.e51ac8","g":"cde2b9be.532788","name":"","text":"\"Welcome back, we will connect you with \" & lastAgent.agentDisplayName","dataType":"jsonata","saymethod":"Default","voice":"","x":1010,"y":540,"wires":[["dbf6ce9bb343fbeb"]]},{"id":"4c4c9009.9fb2e","type":"function","z":"9d1897bf.e51ac8","g":"8feaa27b.8ff3e","name":"Store previous skill in Last Agent Record","func":"const { queueName, dialogueId, timestamp } = msg.payload.event;\n\nconst dlg = global.get(`dlgUcc:${dialogueId}`);\nconst uccName = msg.payload.event.uccName || dlg?.uccName;\nconst keyUser = dlg?.keyUser;\n\nif (!uccName || !keyUser) return null;\n\nconst larKey = `lar:${uccName}:${keyUser}`;\nconst lar = flow.get(larKey) || {};\n\n// Only set queueName if we don't have an agent yet\nif (!lar.agentUri) {\n    flow.set(larKey, { ...lar, dialogueId, timestamp, queueName });\n}\n\nreturn msg;\n","outputs":1,"timeout":"","noerr":0,"initialize":"","finalize":"","libs":[],"x":1280,"y":340,"wires":[[]]},{"id":"b22fd6d.27fee28","type":"switch","z":"9d1897bf.e51ac8","g":"8feaa27b.8ff3e","name":"Filter out IVR stage","property":"payload.event.queueId","propertyType":"msg","rules":[{"t":"neq","v":"-1","vt":"str"}],"checkall":"true","repair":false,"outputs":1,"x":870,"y":340,"wires":[["4c4c9009.9fb2e"]]},{"id":"20215017.b623","type":"switch","z":"9d1897bf.e51ac8","g":"8feaa27b.8ff3e","name":"Route events","property":"payload.eventType","propertyType":"msg","rules":[{"t":"eq","v":"DialogueParticipantAddedEvent","vt":"str"},{"t":"eq","v":"DialogueQueueEnteredEvent","vt":"str"}],"checkall":"true","repair":false,"outputs":2,"x":690,"y":320,"wires":[["59308899.4ad098"],["b22fd6d.27fee28"]]},{"id":"dca895d1.50ef78","type":"comment","z":"9d1897bf.e51ac8","g":"cde2b9be.532788","name":"Change to preferred Skill","info":"","x":1210,"y":460,"wires":[]},{"id":"d35e88d9.761b88","type":"function","z":"9d1897bf.e51ac8","g":"d3bbfa2b.946f88","name":"Cleanup Memory","func":"msg.clear = flow.keys()\n\nfor (let i = 0; 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  4. Open the both EventBus nodes and Select or Configure a server. For more information, see: Create your first flow

  5. Open the Incoming Call and Select or Configure a server. For more information, see: Create your first flow

  6. Open the Enqueue and enter a Skill

  7. Open the Filter UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. switch node and enter your UCC name.

    Alternatively, if you want Last Agent Routing to apply to multiple UCCs, add more options to the switch. To apply it to all UCCs, remove the switch node.

  8. To test your Last Agent Routing, initiate a phone call with the UCC and have an Agent accept the conversation. Now call again to see if the Last Agent Routing has been updated.

  9. If you need to customize or extend the IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent., you can open the Tab, modify the nodes and responses as needed, and save your changes.

  10. Test the IVR again to make sure it works.

  11. Congratulations, you have now successfully configured Last Agent Routing in Dialogue Studio!

Explanation

This Dialogue Studio flow triggers on an incoming customer conversation. It attempts to route the caller to the last agent they spoke to within the same UCC (if a previous agent is known). If no last agent is known, the flow routes the call to a standard skill.

Setup EventBus

The flow listens for dialogue-related events using the EventBus nodes. These events are used to build (and maintain) a lightweight in-memory record that links a customer to their last agent and queue.

UCC scoping (optional but recommended)

The flow can scope Last Agent Routing per UCC:

  • Dialogue UCC Indexer caches dialogueId -> uccName in global context (key: dlgUcc:<dialogueId>) so later events that do not include uccName can still be enriched.

  • Dialogue UCC Enricher injects uccName into dialogue-scoped events when possible.

  • Filter UCC (switch node) optionally restricts the LAR record creation to one or more UCCs. If you remove this switch, the flow will create LAR records for all UCCs.

Storing the Last Agent Routing in memory

When a customer joins a dialogue (participant role = Customer), the flow creates or updates an in-memory record keyed by uccName and the caller identity (derived from the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. URI). The record stores the current dialogueId and timestamp.

When the customer enters a queue, the flow stores the queue name in the same record (used later as the routing skill).

When an agent joins the dialogue (participant role = Agent), the flow updates the record with the agent’s SIP URI and display name.

Setup the retention policy

This example stores routing memory in the flow context (in-memory). To avoid unbounded growth, a daily scheduled Inject triggers a cleanup function that clears the stored LAR keys in flow context.

Setup Incoming conversation

The flow listens for incoming calls using the Incoming Call node. When a call comes in, it calculates the caller key from the session SIP URI and retrieves the LAR record from flow context (scoped by UCC).

Setup Last Agent Routing logic

If a last agent is available in the stored record, the flow uses a PreferredHunt action to attempt routing to that agent (and uses the stored queue name as the skill for routing context). If no last agent is known, the flow routes the call to the default Enqueue action (standard skill).

In both scenarios, the flow plays a welcome message to the caller using a Say node before routing.