Contributed by Michael Cunanan
Symptoms
Errors
Explanation
Environments
Solution
Related content
Symptoms
Incoming customer message chat notifications to customer service representatives (CSRs) are failing without the agents knowing about this failure. CSRs do not get chat popups from customers. Only after some time do they realize this lapse and report the issue to their IT teams. The issue presents itself in the following scenarios.
Live Chat (Virtual Assistant) does not connect to available CSRs because it detects (erroneously) that all CSRs are occupied. For each case, the Virtual Assistant persistently displays the message Please wait while we connect you to a specialist. Multiple chat and messaging interactions are . The chat expires without a CSR ever being connected to the customer in the chat. The console log shows multiple instances of the error Failed to load resource: the server responded with a status of 400 ().
CSRs wait longer than usual to receive a chat from a customer, even when the CSRs can see that chats are being queued and are present in the queued conversations. CSRs have to wait more than 15 minutes to receive a chat message from a customer.
Your CRM application has multiple CSRs. Each CSR initially gets the chat pop-up message. But after multiple attempts to perform a live chat with customers, CSRS stop seeing the chat pop-up messages coming to them. In this scenario reported for Pega Customer Service™ version 8.2, the Pega Chat pop-up message stopped working because some CSRs logged out of Application Studio instead of the Interaction Portal.
Customer was on the chat waitlist. When the customer reached the first position in the queue, the chat abruptly ended. In this scenario, chats are routed to the CSRs but not immediately if CSRs are unavailable. The CSRs are taking approximately 30 minutes to resolve a chat. After the active chats are resolved by the CSRs, the oldest queued chat is routed to the front of the queue. Therefore, new chat requests must wait until older chat requests are routed.
The Chat pop-up message is not displayed even though a CSR is available because the CSR misses the screen that is displayed from the Routing landing page.
An SMS message is sent to the customer’s chat. The available CSR accepts chat in the Interaction Portal. There is a 30-60 second delay before the chat message closes and the chat is requeued. This repeats indefinitely until the CSR ends the chat.
Errors
On screen error
Please wait while we connect you to a specialist.
Log error
Failed to load resource: the server responded with a status of 400 ()
Explanation
A Pegasystems defect in the CRM publish-subscribe (pub-sub) model whereby the subscription fails if CSRs experience network disruption
Specifically, when the network reconnects, the subscription is still in a failed state; therefore, the CSRs do not receive the chat pop-up messages. If the network drops for more than two heartbeat cycles (2*20 seconds), the CSR requestor is set to a Disconnected state. However, the CSR desktop still shows the CSR as logged in and available because the presence update is not received and manifests as a CSR not getting new chats.
Environments
The problem was reported in the following environments:
- Pega Platform™ version 8.2.8 on Pega Cloud® services 2.20.4
- Pega Platform version 8.5.3
- Pega Platform version 8.5.3 with Pega Customer Service™ version 8.5.3
- Pega Platform version 8.5.6 with Pega Customer Service version 8.5.5 on Pega Cloud services 2.23
- Pega Platform version 8.6.5 with Pega Customer Service version 8.6.5
- Pega Platform version 8.7.1 with Pega Customer Service version 8.7.1 on Pega Cloud services 2.18.1
- Pega Platform version 8.7.1 with Pega Customer Service version 8.7.1 on Pega Cloud services 2.21.2
- Pega Platform version 8.7.2 with Pega Customer Service version 8.7.2 on Pega Cloud services 3.0.0
- Pega Platform version 8.7.2 with Pega Customer Service for Communications™ version 8.7.0
Solution
To resolve the issue, perform the following workaround:
- Log out of Pega Chat.
- Clear the browser cache.
- Log in again to Pega Chat.
Watch for updates to this Support Document when future product enhancements are documented as Pega Platform Resolved Issues and Pega Customer Service Release Notes and Patches.
Related content
Pega Documentation
Pega Support Documents
Inactive Pega Chat interaction operators persist for three days [SDR-101]
Understanding HTTP status codes for troubleshooting common issues, 400 Bad Request