Last Agent Sentiment Advances in AI makes optimal routing possible, routing new interactions based Last Agent Sentiment (if this customer interacted with this agent and it was positive based on agents’ availability direct new interaction to this agent. If the last interaction between this customer and the agent (who is due the next interaction) was negative, redirect to next agent skipping this potential negative conversation. This needs to be reportable that includes customer information like phone number or email for digital, the agent skipped and possibly the actual agent and the interactions sentiment outcome versus last with up/down metric showing improvement. NOTE: this feature would require read API’s from RingCX to RingSense, perhaps creating a new Sentiment Routing Node in IVR Scripting Last Interaction Disposition Summary Routing Building on the Disposition Summary, using the previous interaction summary in Pre-Queue review to understand the last subject matter and where the customer should queue to. In other words, as the caller enters the Queue, prior to signaling the agent understand where the customer could be directed. In digital interactions RCX AI could pre-read the interaction/request and target the optimal answering point “Queue” down to specific agent.