Which two factors determine which call will be routed via the “Last Agent” element? (Choose two.)

Which two factors determine which call will be routed via the “Last Agent” element? (Choose two.)
A . If the Caller know the extension number of the Agent
B . How long ago the agent spoke to the caller
C . Minimum contact time during the last conversation with the agent
D . The Last Agent available in the group
E . If the Customer in is the Agents personal contacts list

View Answer

Answer: B,E

Explanation:It is possible to create a task flow that will look at the Incoming CLID of a caller, and based on it look to matchthe caller with the Agent who last dealt with their query, if available. The Last agent element is used for this feature.

Explanation:http://downloads.avaya.com/css/P8/documents/100182213