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Ammar Aldaffaie (AmmarA07)
Willis Towers Watson

Willis Towers Watson
US
AmmarA07 Member since 2018 8 posts
Willis Towers Watson
Posted: May 8, 2019
Last activity: October 22, 2019
Posted: 8 May 2019 18:50 EDT
Last activity: 22 Oct 2019 10:14 EDT
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Pega Chat Routing customization

Hi,


Is there a way to customize the routing?


See the following scenario:


Agent A logs into chat server

Agent B logs into chat server

Submit chat request, Agent A receives request

Submit chat request, Agent B receives request

Agent B wraps up chat request

Wait for 5 seconds or longer

Agent A wraps up chat request

Submit chat request


Expected result: Agent B receives chat request because they have been waiting in the queue for a chat the longest.

Hi,

Is there a way to customize the routing?

See the following scenario:

Agent A logs into chat server
Agent B logs into chat server
Submit chat request, Agent A receives request
Submit chat request, Agent B receives request
Agent B wraps up chat request
Wait for 5 seconds or longer
Agent A wraps up chat request
Submit chat request

Expected result: Agent B receives chat request because they have been waiting in the queue for a chat the longest.

Actual result: Agent A receives the chat request because they logged into the server first.

I found this similar post but is there a solution or a way to customize it?

https://community1.pega.com/community/pega-support/question/pega-chat-routing#comment-837101

Thank you so much

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