Idea
4
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83
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Posted: February 6, 2019
Last activity: February 22, 2019
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***
Hi @SayanR23!
Thank you for sharing your enhancement here! I have submitted this on your behalf and updated your original post with the FDBK-ID. You can take this ID to your Account Executive for next steps.
Thank you!