Limit an operator to one interaction at a time max
Hello.
The client here requires that there is a strong limit to the number of interactions a single operator is allowed to start and to process at any given time. And that number is 1.
There are more than one way for an operator to start an interaction: from the menu, from a "scheduled rendez-vous" case, ...
Is there any simple, preferably as OOTB as possible, way to enforce that limit?
Thanks.
Pegasystems Inc.
US
Hi, there's no OOTB way to do this. Customer Service uses a hybrid document model, so that limiting the DC to 1 document wouldn't work either. Since each service process is a separate document, that limit would not allow you to run any service processes.
Pegasystems Inc.
FR
OK. No OOTB way... that was what I suspected.
Thanks for the confirmation.
Any idea how to achieve this with custom development? Where would be the best "place" to add some custom logic to prevent an interaction to start if there is already one running?
Pegasystems Inc.
US
It's probably not as simple as a single place to add this in. Basically, any place where you invoke the CreateWork API for the interaction, you would need to check if there's already an interaction open. That check can be as simple as checking the number of iFrames that are in the Window object. If there's only one iFrame, then that is the home tab and implies that there are no interactions open.
For a phone call, you can check the ScreenPopInteractionStarter HTML Fragment for an example. In the latest release, we had added some code to check some other properties before launching a call. A similar pattern could be followed. If the customer is using some other mechanism to start the interaction, the same check would need to be added there as well.
If you are looking for a rule to add some new JS functions in, you can create a new file to hold the JS and add it to the pega_cpmInteractionPortal_scripts bundle. Also, all of these comments are assuming you are using a fairly new version of Customer Service (like post 7.1.3). Otherwise, none of this applies.