Discussion
Sun Life Financial
CA
Posted: Jul 6, 2021
Last activity: May 18, 2022
Last activity: 18 May 2022 11:39 EDT
New Chat agent state (aka Not Ready)
Today for Pega Web Chat, there are available and unavailable.
Looking to add a new agent state, similar to "Not Ready". Not Ready would not allow a new chat to come in but, contrary to unavailable, it would no show you as "logout of a queue".
For small queues, when the only few agents go on unavailable to avoid a chat for a few seconds, the system would see chats waiting, all agents unavailable and terminate the chat.
On Not Ready, chats would not terminate.