Question
Cognizant Technology Solutions
US
Last activity: 8 May 2019 18:46 EDT
Pega Chat routing
This is our observation in a CSHC application in Pega Chat routing.
When there were 2 available agents Agent A and Agent B, first chat request went to Agent A. Agent A wrapped up interaction. A second request went to Agent A again. They tried this 4 more times and all requests went to Agent A. Agent B never got a request.
This is not about load balancing, but how does the routing logic choose between 2 available agents and is there any way to modify that?