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Nicolò Ghiotto (NicolòG3)
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NicolòG3 Member since 2020 8 posts
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Posted: January 12, 2021
Last activity: January 12, 2021

PegaCALL - Amazon Connect - Route to specific CSR based on skills


We need to implement a skill-routing algorithm inside Pega that decide which CSR should take a Telephone call from a customer, based on their skills and availability.  In the near future we will also add more controls, so we want this capability to stay inside Pega.

We are using PegaCALL connected to Amazon Connect.

On the configuration/implementation guide it is missing which rule is responsible to give the specific CSR to Amazon Connect. Does anybody know which rule we should extend in order to add a skill-based capability?  

Thanks, Nicolò

Pega Call 8.5 Pega Customer Service 8.5 Pega Platform 8.5.2 Cloud Services