Posted: 14 May 2020 9:57 EDT Last activity: 22 May 2020 9:38 EDT
Question on Pega Chat
i have few queries on Pega chat capabilities and i am looking for guidance on below ares with in pega chat
1. I got to know that a manager can ‘listen in’ to an active chat between an agent and a client Without clicking on join the chat. but Only on click of monitor manager can see the whole on going conversation which the agent and client will not be knowing. Looking for reference that helps to understand how it works
2. A client can initiate a chat via different sites, i got to know that is it possible to get the site they have accessed the chat from but i dono how can we get that info.
Thank you for writing in! please find my responses to your questions bellow
1. A manager can choose to "Monitor" the conversation between any of his/her agents and an end-user. In this state, neither the agent/CSR or the end-user would be aware of this monitoring but every exchanged message is rendered on the manager's monitoring view.
When required, the manager will have an option to "barge-in" to this conversation. The manager can thus join an ongoing conversation and contribute as needed. Both parties, the agent and the end-user, will be notified that the manager has joined.
The manager can later exit this conversation and both parties will again be notified of this event.
2. In our more recent releases, starting CS 8.2, we have provided an extension to capture the URL of the webpage from the end-user/customer has initiated the Chat. CustomerURL is the attribute that holds this value.