Posted: 23 Oct 2019 6:05 EDT Last activity: 24 Oct 2019 16:32 EDT
Chat request must route to the agent with least number of active chats + waiting the longest to receive a chat
Using Pega 8.2.1 - we need the ability to have chat route to the agent who has the least amount of active chats and has been waiting the longest to receive a chat.
as in the example Ammar gave:
Agent A logs into chat server Agent B logs into chat server Submit chat request, Agent A receives request Submit chat request, Agent B receives request Agent B wraps up chat request Wait for 5 seconds or longer Agent A wraps up chat request Submit chat request
Agent B needs to get the chat request first because he has been waiting longer than Agent A.
not sure if this is even possible in customization for 8.2.1. if it is not possible in 8.2.1 do you know what version it will be possible in?