Idea

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Luc Denis (Luck_Dennis)
Sun Life Financial

Sun Life Financial
CA
Luck_Dennis Member since 2018 2 posts
Sun Life Financial
Posted: 3 weeks 2 days ago
Last activity: 3 weeks 2 days ago
Posted: 6 Jul 2021 14:52 EDT
Last activity: 6 Jul 2021 15:04 EDT

New Chat agent state (aka Not Ready)

Today for Pega Web Chat, there are available and unavailable.  

Looking to add a new agent state, similar to "Not Ready".  Not Ready would not allow a new chat to come in but, contrary to unavailable, it would no show you as "logout of a queue".  

 

For small queues, when the only few agents go on unavailable to avoid a chat for a few seconds, the system would see chats waiting, all agents unavailable and terminate the chat.

On Not Ready, chats would not terminate.

Pega Chat 8.1 Conversational Channels Consumer Services Product Owner