Michael Bischoff (MichaelB3613)

MichaelB3613 Member since 2019 1 post
Posted: February 21, 2020
Last activity: February 21, 2020
Posted: 21 Feb 2020 4:26 EST
Last activity: 21 Feb 2020 4:27 EST

CSR is unable to receive chat interaction


the agents in the interaction portal are unable to receive chat interactions from the chat with agent case.

We are using our cs implementation build on customer service for insurances 8.3 and build our chat server on demise. If no agents are logged in our queue the chatbot throws an no agents are available error. But if an agent is logged in the bot tells the user to wait for an agent. But in the interaction portal the agent receives no notification about an incoming chat interaction.

We changed the application settings for the InteractionChatClass to use our class implementation. Also, we modified the access group for the template user of the chat channel to use our work pools.

Also, we are unable to set the routing in app studio:

Settings>Chat and messaging>Routing

If we set “Prioritize routing by CSR workload” or “Prioritize routing by CSR skill level” after saving the settings the checkbox is unchecked. We got a “Unable to find an open ruleset” error with the tracer, but after some changes we get no error but still can not set the checkbox after saving.

Thank you for your help.

Pega Customer Service for Insurance 8.3 Conversational Channels Insurance Senior System Architect