Pega Chat Routing customization
Hi,
Is there a way to customize the routing?
See the following scenario:
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
Expected result: Agent B receives chat request because they have been waiting in the queue for a chat the longest.
Hi,
Is there a way to customize the routing?
See the following scenario:
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
Expected result: Agent B receives chat request because they have been waiting in the queue for a chat the longest.
Actual result: Agent A receives the chat request because they logged into the server first.
I found this similar post but is there a solution or a way to customize it?
https://collaborate.pega.com/question/pega-chat-routing
Thank you so much
Accepted Solution
Pegasystems Inc.
IN
I would stick to the answer provided in the mentioned post. Things are getting more configurable in 8.2 and future releases. We donot intend to make the routing logic customize-able by code. We will also be shortly publishing an article detailing the routing logic as present in 8.2 version. I will add the URL for it as the publication is done.
Extend Health Inc
US
Has the URL for this documentation been created yet? we are using 8.2.1 and are looking to see what customization options are available, and if upgrades are needed for the customization of routing.
Pegasystems Inc.
IN
Hi Andrew,
Would this help? Configuring routing