Question
Pega Call and Pega chat for 8.2
Can any one confirm whether in Pega 8.2/Pega 8.3 , Pega has added universal presence, common routing, and administration, so that agents do not need to manage individual channels separately(log on/log off/available/busy) ?
Also we have seen an article where it is mentioned that pega is evaluating on this.
https://community1.pega.com/community/pega-support/question/integrate-pegacall-and-pegachat
Thanks
Hi,
Thank you for the information. I have already gone through the article but didn't observed the fruitful information.
We have a requirement to manage pega chat , Pega Call , Facebook Messenger , email conversation in a universal way (universal routing and universal state managment).
1. If a CSR is working on an high priority Interaction (Live/non-Live) , he/she should not be assigned in another interaction.
2. If the CSR is working on the low priority interaction, he may be assigned at most one call and one chat or two chats.
We have seen in an article that Omni-channel queue-based routing is available for chat and Facebook Messenger. But we are looking for all type of communication.
Can you please help whether the above requirement can be achieved in pega 8.2/8.3 ?
Thanks
Can you check below pdn link for "Pega 8.2 Update: What's New in Customer Service "? It will contain Pega Call and Pega Chat.
https://community.pega.com/video-library/pega-82-update-whats-new-customer-service