Question
Pega Chat Transfer Issue
Hi,
We have implemented Pega Chat for our client and during one of the testing, one CSR agent tried to transfer the Chat Interaction to another CSR agent. In the Chat window, it was displayed that User #2 has entered the session. However the user was not able to enter any message into the Chat window.
Steps to reproduce this:
1. External User initiates Chat session
2. CSR #1 accepts the Chat session
3. CSR #1 transfer the Chat Interaction case to a workbasket
4. CSR #2 opens the Chat Interaction case from the workbasket and resume the session
Anyone has any experience with this feature? The Implementation Guide did not mention anything about transferring Chat Interaction
Accepted Solution
Hi,
Please find the answers for the queries:
1. Does chat transfer work in 7.21?
A. Transfer feature is available from PegaCS 7.22 onwards.
2. Will transfer work among queue only or to a particular agent as well
A. In 7.22 transfer will work only among queues. From 7.3 onwards transfer works both for queue and for a specific agent.
3. Will mongodb work for 7.31?
A. 7.31 chat engine supports Postgres only and we have migration scripts available to migrate the data from mongo to postgres.
To provide more context to this, https://collaborate.pega.com/discussion/configure-pega-chat-cs mentioned about the following key feature:
- Chat transfer to queue – A customer service representative (CSR) can transfer a chat interaction to the most appropriate Chat queue to resolve an issue. The first CSR works on the area of expertise and then transfers the chat message to another group that is best suited to handle a specialist topic question. The CSR receiving the transfer is able to view the entire chat interaction and any other related service.
We have implemented the Pega Chat based off the implementation guide provided but this was not mentioned.
Accepted Solution
Hi,
Please find the answers for the queries:
1. Does chat transfer work in 7.21?
A. Transfer feature is available from PegaCS 7.22 onwards.
2. Will transfer work among queue only or to a particular agent as well
A. In 7.22 transfer will work only among queues. From 7.3 onwards transfer works both for queue and for a specific agent.
3. Will mongodb work for 7.31?
A. 7.31 chat engine supports Postgres only and we have migration scripts available to migrate the data from mongo to postgres.