Question
Extend Health Inc
US
Last activity: 24 Oct 2019 16:32 EDT
Chat request must route to the agent with least number of active chats + waiting the longest to receive a chat
Using Pega 8.2.1 - we need the ability to have chat route to the agent who has the least amount of active chats and has been waiting the longest to receive a chat.
as in the example Ammar gave:
Agent A logs into chat server
Agent B logs into chat server
Submit chat request, Agent A receives request
Submit chat request, Agent B receives request
Agent B wraps up chat request
Wait for 5 seconds or longer
Agent A wraps up chat request
Submit chat request
Agent B needs to get the chat request first because he has been waiting longer than Agent A.
not sure if this is even possible in customization for 8.2.1. if it is not possible in 8.2.1 do you know what version it will be possible in?
Pegasystems Inc.
US
Hi Andrew, the chat routing algorithm is not configurable. I don't think there are any plans to make it so in the future either.
You can reach out through the account team to put in a feedback item for future consideration.