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caledary11 Member since 2015 1 post
Accenture
Posted: 2 years ago
Last activity: 2 years 4 months ago
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Pega Chat Transfer Issue

Hi,

We have implemented Pega Chat for our client and during one of the testing, one CSR agent tried to transfer the Chat Interaction to another CSR agent. In the Chat window, it was displayed that User #2 has entered the session. However the user was not able to enter any message into the Chat window.

Steps to reproduce this:

1. External User initiates Chat session

2. CSR #1 accepts the Chat session

3. CSR #1 transfer the Chat Interaction case to a workbasket

4. CSR #2 opens the Chat Interaction case from the workbasket and resume the session

Anyone has any experience with this feature? The Implementation Guide did not mention anything about transferring Chat Interaction

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