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boopathy kumar (boopathyk4488)
TTEC - Serendebyte Inc
Executive director
TTEC - Serendebyte Inc
IN
boopathyk4488 Member since 2014 3 posts
TTEC - Serendebyte Inc
Posted: July 21, 2016
Last activity: July 29, 2016
Posted: 21 Jul 2016 2:03 EDT
Last activity: 29 Jul 2016 7:26 EDT
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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***

Pega Customer Service
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