GOWTHAMALLU Member since 2013 8 posts
Cognizant Technology Solutions
Posted: November 11, 2018
Last activity: May 8, 2019

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
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