since v11.22

The extension point TicketRoutedEventListener is a java interface that can be implemented to perform actions within the novomind iAGENT routing process after a ticket has been routed to an agent.

All required information about the ticket is provided by the TicketRoutedEvent parameters, which are passed to the various method calls. If you don't need to distinguish the different routing events you can just override the method with the TicketRoutedEvent parameter. Otherwise override the methods that suit your needs.