Posted: 8 May 2019 18:50 EDT Last activity: 22 Oct 2019 10:14 EDT
Pega Chat Routing customization
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?
I would stick to the answer provided in the mentioned post. Things are getting more configurable in 8.2 and future releases. We donot intend to make the routing logic customize-able by code. We will also be shortly publishing an article detailing the routing logic as present in 8.2 version. I will add the URL for it as the publication is done.