We have implemented Pega Chat for our client and during one of the testing, one CSR agent tried to transfer the Chat Interaction to another CSR agent. In the Chat window, it was displayed that User #2 has entered the session. However the user was not able to enter any message into the Chat window.
Steps to reproduce this:
1. External User initiates Chat session
2. CSR #1 accepts the Chat session
3. CSR #1 transfer the Chat Interaction case to a workbasket
4. CSR #2 opens the Chat Interaction case from the workbasket and resume the session
Anyone has any experience with this feature? The Implementation Guide did not mention anything about transferring Chat Interaction
Chat transfer to queue – A customer service representative (CSR) can transfer a chat interaction to the most appropriate Chat queue to resolve an issue. The first CSR works on the area of expertise and then transfers the chat message to another group that is best suited to handle a specialist topic question. The CSR receiving the transfer is able to view the entire chat interaction and any other related service.
We have implemented the Pega Chat based off the implementation guide provided but this was not mentioned.
Posted: 4 years ago
Posted: 28 Mar 2018 5:24 EDT
Srikanth Gade (gades)
Associate Architect CRM - Customer Service