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Sayan Roy (SayanR23)
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SayanR23 Member since 2018 2 posts
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Posted: February 6, 2019
Last activity: February 22, 2019
Posted: 6 Feb 2019 9:15 EST
Last activity: 22 Feb 2019 0:54 EST

Pega Chat Enhancement Feasibility

We have some enahncement potint for Pega Chat. Is it feasible on Pega? If yes could you please explain the process to do that?

  • Average waiting time per chat queue
  • Total ammount of missed chat because customer left the queue
  • Total number of missed chats customers were in the queue longer than max wait time
  • Average response time per queue
  • Average response time per CSR
  • Average duration of a chat conversation per queue
  • Average time of a chat conversation per CSR

***Edited by Moderator Marissa to update SR Details***

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