We are using CTI integration using a adapter B&S. We want to route the email to last agent replied. B&S told us that we can identify the last responded in SAP CRM Can you pls let us know how to identify the last agent responded?
If you are using ICI email, then usually CTI provider has some special settings to perform this task, for example for SAP Contact Center (AKA BCM), there is a Preferred Agent setting:
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