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SayanR23 Member since 2018 2 posts
VIVAT
Posted: 1 year ago
Last activity: 1 year 7 months ago

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***

Pega Customer Service Low-Code App Development Dev/Designer Studio SR Exists
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Posted: 1 year ago

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!

Posted: 1 year ago

SayanR23 - Thanks for the feedback.


Are you looking for reports or dashboards for admins/managers that show the items in your list...or something else?


- leesm

Posted: 1 year ago

Hi leesm,


Yes We have to display those in manager reports who needed this for traffic control.


 


 
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