If you want to ensure that an interaction is handled by a specific agent, you must configure the interaction plan to route the interaction to that agent's personal queue. A personal queue is a queue to which interactions that only the assigned agent can handle are routed. The specified agent might be the agent who previously handled a related interaction or a VIP customer's designated contact. You can set the time for which the interaction can only be handled by the agent. After this time the interaction is routed according to the interaction plan's configuration. If you configure a personal queue, while that personal queue is active for an interaction—that is, not timed-out—the personal queue settings override any skills or service groups configured for the same interaction.
For information about configuring personal queues, see Setting up personal queues.