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# What is a Sticky Agent and what happens if a Sticky Agent turns Call Availability Off in MyOperator?

| Tip
Quick answer — Sticky Agent ensures that when a customer calls multiple times, they are connected to the same agent who handled their previous call (within a set time frame). This continuity improves the customer experience, reduces the need for repeated explanations, and enables faster resolution.

Types of sticky agents:

* Strict Bind – call stays with the assigned agent; if the agent is Away, the caller goes straight to your fallback (voicemail, prompt, disconnect).
* Loose Bind – system skips the Away agent and routes to the next available agent per queue rules.

## When should I use this guide?

Read this if you’ve enabled Sticky Agent routing and need to understand how the Call Availability toggle ("Available / Away") affects caller experience.

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## 1. Key terms

| Term | Meaning |
| --- | --- |
| Sticky Agent | Re-routes returning callers to the same agent as last time |
| Call Availability | Agent toggle: On (Available) or Off (Away) |
| Strict Bind | Always stick; no fallback to others |
| Loose Bind | Prefer agent; if unavailable, fall back to queue |

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## Watch the video walkthrough

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## 2. Behaviour matrix

| Bind type | Agent availability | Does the queue try the agent? | If agent unavailable | Caller experience |
| --- | --- | --- | --- | --- |
| Strict | On (Available) | Yes | N/A | Agent’s phone rings |
| Strict | Off (Away) | No | No fallback | Caller hits your fallback (voicemail/prompt/disconnect) |
| Loose | On (Available) | Yes | Falls back if no answer | Rings agent, then the next agent per the rules |
| Loose | Off (Away) | Skipped | Routes to others | The caller is offered next available agent |

Other rules (Business Hours, Holidays, DND, overflow numbers) can still override the above.

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## 3. Best-fit guidance (Strict vs Loose)

* Strict Bind – use for VIP or named-owner queues where customers expect “their” agent.
* Loose Bind – use for Sales / Support teams where answer speed outranks continuity.

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## 4. Will the sticky agent feature work for outgoing calls?

No, it is only for incoming calls that have landed on a user through IVR.

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## 5. How to configure Sticky Agent bind type

Prerequisites:

* Role: Admin (needs Department > Edit permission).
* Path: Manage → Departments → {Department} → Call Flow.

Steps:

1. Go to Manage → Departments in the Web Panel.

![](https://content.api.getguru.com/files/view/c96fa2be-0f88-48b3-a896-704e322d1d7d)

![](https://content.api.getguru.com/files/view/3239beef-66e8-431c-b86c-b35d88b709e8)

_Alt text: Web panel - Manage - Accounts_

1. Add a new department or click Edit on an existing one.

![](https://content.api.getguru.com/files/view/6b4a3996-fe05-4d78-8567-fd034e7217d9)

_Alt text: Adding a new department_

1. In Call Flow, toggle Sticky Agent = On.

![](https://content.api.getguru.com/files/view/517b098f-b267-4ca0-abfa-af848c68bfcd)

_Alt text: Toggle sticky agent ON_

1. Choose Bind type: Strictly bind or Loosely bind.

![](https://content.api.getguru.com/files/view/3dae2b3b-b23d-4232-b455-c44de034ec9c)

_Alt text: Choose the sticky agent type_

1. Click Save.

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## 6. Success checklist

* Department shows Sticky Agent = On.
* Bind type reads “Strict” or “Loose”.
* Test call from a repeat caller follows the chosen behaviour.

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## 7. Edge cases & limitations

* Routing changes may need 1–2 min to propagate.
* Direct transfers ignore Sticky logic.
* A paused agent (admin “Pause”) overrides the Call Availability toggle.

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## 8. When this won’t behave as expected

1. Fallback branch is Disconnect – caller gets silence; switch to Voicemail if you need messages.
2. The queue is configured with a ring group “Always include” – the agent still rings even when away.
3. Caller number not recognised – sticky rule doesn’t trigger for first-time callers.

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## 9. Benefits of Sticky Agent

* No Repetition for Customers: Customers avoid repeating their concerns with new agents.
* Consistency in Interaction: Ensures follow-up with the same agent familiar with the issue.
* Faster Resolution: Saves time for both customers and agents.

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## 10. Troubleshooting & escalation

| Issue | Likely cause | Fix / who to contact |
| --- | --- | --- |
| Caller hears busy tone when the agent is away | Strict Bind + fallback = Disconnect | Change fallback to Voicemail / switch to Loose Bind |
| Sticky ignored; call jumps to others | Department set to Loose Bind | Change to Strict or ensure agent = Available |
| Routing didn’t update after the toggle | Cache/propagation delay | Wait 2 min, refresh; retest |

Escalation template (copy-paste):

```
Subject: Sticky Agent routing issue

Dept: Sales – Inbound
Bind type: Strict
Fallback: Voicemail
Call example: UID c_250822_1045

Observed behaviour: Caller routed to other agent while owner Away.
```

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Keywords: sticky agent, strict bind, loose bind, call availability off, queue fallback, MyOperator