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Question

 Aditya Joshi (AdityaJ0363)
Exavalu Inc
Director, Digital Architecture
Exavalu Inc
US
AdityaJ0363 Member since 2016 3 posts
Exavalu Inc
Posted: Apr 29, 2022
Last activity: Aug 26, 2022
Posted: 29 Apr 2022 15:45 EDT
Last activity: 26 Aug 2022 9:19 EDT
Closed

Pega Digital Chat - Agent Status in Chat Queue

This question is related to Pega Digital Chat - is there a service endpoint (or endpoints) where I can have an application listen to changes in Agent Status in Chat Queue (e.g. when they make themselves available to a specific queue) and also listen for when a chat is routed to an agent's desktop and they accept or decline or don't respond when a chat session is presented to them?

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Pega Customer Service 8.6
Chat and Messaging

Posted: 2 years ago
Posted: 9 May 2022 9:04 EDT
Pooja Sura (Pooja)
PEGA
Principal Application Engineer, Customer Service Digital
Pegasystems Inc.
IN

When agent accepts , declines , expires a chat request we record those events in conversations_timeline(Channelservices-Conversation-Timeline) table. You can run a report on that. On agent status we have similar kind table which stores all the agent status but it is part of customer service 8.7.

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