2. Normal vs Advance Sticky Member

A sticky Agent/ member is a feature where a caller is connected to the same employee every time the caller calls from his/her number. This feature ensures that the caller always speaks to the same employee and a bond is established.

The feature helps the company to provide better and more efficient customer support all the time which eventually helps them to retain their clients.

Type of “Sticky Agents”

CallerDesk provides two types of “Sticky Agents” facility to its customers:

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 a Caller calls up at your customer care number and Agent "A" has picked up your call previously. If Agent "A" is a strictly bound agent, then the platform will only try to reach Agent "A". In case, Agent "A" is not able to pick the call or his number is busy then the call will be disconnected/ dropped. 

Advance- (Loosely bind sticky Agent)

In this case, an agent from customer care services is not strictly bound to a specific user. Suppose a Caller calls up at your customer care number and Agent "A" has picked up your call previously. If Agent "A" is a strictly bound agent, then the platform will try to reach Agent "A". In case, Agent "A" is not able to pick the call or his number is busy then the platform will try to connect the call to the next available agent.

Sticky off

In Case the Sticky is "off" then the calls flow will be as per the decided call strategy, i.e. Roundrobin Ringing, Sequential Ringing, and Random Ringing.