How to route digital message (web chatbot) to CSR (Interaction).
Hi All,
We are using "Pega Infinity '24.1" & built on application is CustomerService-Constellation.
We have implemented a webchat (Digital Messaging) & and we need Interaction summary by GenAI.
For this we need to route a case to CSR. Can anyone provide your input how to route a digital message to CSR?
Accepted Solution
Updated: 8 May 2024 12:09 EDT
Pegasystems Inc.
GB
@NikitaK7 In Pega Customer Service, digital messages are routed to CSRs using omni-channel queue-based routing. When a new conversation request enters a queue, the queue processor calls the routing API, which routes the request to a qualified CSR. The routing engine assigns the conversation request to a CSR if the CSR is available for work, possesses the required skill, is not assigned another interaction, and receives the request during work hours for a specific queue. You can configure routing to use one of two routing algorithms. When you select an algorithm, the system uses that algorithm for all subsequent routing decisions for the messaging interactions.
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