Question

5
Replies
126
Views
Close popover
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
Closed
Solved

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.

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

Conversational Channels
Moderation Team has archived post,
Close popover 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.