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TTEC - Serendebyte Inc
Posted: July 21, 2016
Last activity: July 29, 2016
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Pega Chat - documentation on routing techniques and ability to customize ?
We are trying to understand routing algorithm used by Pega Chat .
I think the Chat server handles the Routing ? Is that right ?
As per the PDN documentation the Operator should have all the skills mentioned in Queue in order to accept the Chat request from that Queue.
Is this behavior configurable ?
How to determine the Chat queue in real time based on the answers provided by the customer during chat initiation ?
***Updated by Moderator: Lochan. Removed user added Ask the Expert tag. Apologies for confusion, shouldn't have been an end-user option***
Hi, you are correct in the assumption that the Chat server handles the routing of chat requests. It does this in a round robin fashion to the agents that have joined that queue.
The Skills come into play when you create the queue in the chat server configuration on PRPC. When you assign skills to a queue, PRPC automatically determines which agents are eligible to join that queue. When an agent logs in to the Chat server and goes to join a queue, only the queues that the agent is eligible to join are presented.
As far as real time queue determination, you only have one option OOTB. You can use the URL mapping feature to automatically select the queue based on the URL of the page where it's launched from.