Gowtham Allu (GOWTHAMALLU)
Cognizant Technology Solutions

Cognizant Technology Solutions
GOWTHAMALLU Member since 2013 8 posts
Cognizant Technology Solutions
Posted: November 11, 2018
Last activity: May 8, 2019
Posted: 11 Nov 2018 12:59 EST
Last activity: 8 May 2019 18:46 EDT

Pega Chat routing

This is our observation in a CSHC application in Pega Chat routing.

When there were 2 available agents Agent A and Agent B, first chat request went to Agent A. Agent A wrapped up interaction. A second request went to Agent A again. They tried this 4 more times and all requests went to Agent A. Agent B never got a request.

This is not about load balancing, but how does the routing logic choose between 2 available agents and is there any way to modify that?

Pega Customer Service
Moderation Team has archived post, This thread is closed to future replies. Content and links will no longer be updated. If you have the same/similar Question, please write a new Question.