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Configuring chat and messaging routing

Updated on June 2, 2023

When a new chat request enters the queue, the queue processor calls the routing API, which routes the request that is present in the queue to a qualified customer service representative (CSR). You can prioritize routing by workload or skill level. The routing engine prioritizes the work based on your specification.

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  1. In the navigation pane of App Studio, click SettingsChat and messaging.
  2. In the list of chat and messaging settings, click Routing.
  3. Perform the following actions in the Routing section:
  4. Click Save.

Enabling third-party routing

Enable third-party routing by delegating the routing of chat and messaging requests to an external routing service (third-party routing service).
  1. Select the Delegate Routing to non-pega routing services check box.
    Result: The system displays the following two fields: Callback URL for incoming chat requests and Callback URL for CSR-presence updates.
  2. In the Callback URL for incoming Chat requests field, enter the URL of the external routing system to send the metadata of the new chat and messaging requests that the routing system needs.
  3. In the Callback URL for CSR-presence updates field, enter the URL of the external routing system to send the updates on CSR availability and CSR or customer actions to route pending and transfer requests.
    Pega Customer Service uses the third-party routing API to exchange data with the external routing system.
    Note: The external routing service URL has to be updated to czExternalRouteURL property in CSDefault settings data transform.
  4. To prevent the next CSR from declining a conversation assignment request after the first CSR declines it, select the A new interaction can only be declined once check box.
  5. To make the CSR unavailable in all the queues they are logged into after an assignment screenpop expires for them, select the If a CSR misses a screenpop, make them unavailable check box.
  6. In the Intelligent routing section, configure a few conditions to route the customer to a specific queue. For more information, refer to Configuring intelligent routing.
  7. Click Save.
    Note: Staggering intervals and global concurrency limit are not applicable and screen pop behaviors are different for third-party routing.

Routing to CSRs

Prioritize the routing condition for incoming conversations based on the customer service representative (CSR) skill level or occupancy status, by selecting one of the following options in the Routing to CSRs section: Prioritize routing by CSR workload and Prioritize routing by CSR skill level.
  1. To route the incoming conversation to the CSR who is least occupied, select Prioritize routing by CSR workload (route conversations to least active CSR). Selecting the option routes new requests to CSRs who have fewer active chats, for example, a CSR who has one active chat receives the request before a CSR who has two chats.
  2. To route the incoming conversation to the CSR who is highly skilled to work on the request, select Prioritize routing by CSR skill level (route conversations to most skilled CSR). Selecting this option routes the new requests to CSRs who have a higher skill level over a CSR who has a lower skill level. The routing engine combines the skill values of the CSRs for each required skill and prioritizes the CSR with the highest score.
  3. To define the frequency for assigning a conversation to each CSR, enter the time in the Staggering interval in seconds field.
    For example: If you enter 5 seconds, the routing engine uses a five-second interval between assigning chat requests to a particular CSR.

    .

Configuring global concurrency limit and conditional screenpop behaviors

Determine how CSRs interact with conversation request assignments, by configuring the settings in the Global Concurrency Limit & Conditional Screenpop Behaviors section.
  1. In the Max number of concurrent conversations allowed per CSR field, enter the maximum number of conversations that a CSR is allowed to accept at one time.
    Note: From the App Studio People page (UsersPeople), you can override this value for individual CSR operators.
  2. To prevent the next CSR from declining an conversation assignment request after the first CSR declines it, select the A new interaction can only be declined once check box.
    The Decline button on the new assignment screenpop becomes inactive after the first CSR declines the request. If there are no other CSRs in the queue except CSR1, the request is routed to CSR1 again, but with an inactive Decline button.
  3. To prevent the CSRs from declining the invite when a queue’s occupancy level is red or reaches 80%, select the Remove the ability to decline when the queue is busy check box.
    The Decline button on the assignment request screenpop becomes inactive after the queue occupancy reaches 80% and the tooltip on the button indicates why the button is inactive.
  4. To make the CSR unavailable in all the queues they are logged into after an assignment screenpop expires for them, select the If a CSR misses a screenpop, make them unavailable check box.
    After becoming unavailable, the CSR then receives the following notification: You have been made unavailable due to the expiry of an assignment screen pop.

Configuring intelligent routing

Intelligent routing routes customers to a specific queue based on the configured conditions.

  1. In the Intelligent routing section, perform the following steps:
    1. Add a routing conditions for the queue by clicking Add routing condition, and then configure the condition.
    2. In the Action list, the system displays the Route to work queue as the default selection to route the incoming requests to the work queues.
    3. In the Value field, route the service request to a particular queue by entering a queue name or selecting a queue from the list of available queues.
      For example: Billing
    4. In the When section, define the criteria for the routing action.
    5. In the Select routing action list, select one of the following options:
      Note: In version 8.7, the Source channel and Connection fields have more options as shown below:
      Selected queue
      Select a queue.
      Language
      Select a language.
      Source channel
      Select a channel of your choice:
      • Android SDK
      • Apple Business Chat
      • Channel API
      • Facebook Messenger
      • Facebook Public Posts
      • iOS SDK
      • Legacy Webchat
      • SMS
      • Web Messaging
      • WhatsApp
      Message type
      Classify the message type as Private or Public.
      Connection
      Select the connection that you configured in the Digital Messaging or Legacy Webchat interface.
    6. In the Select routing comparison list, select a comparator of your choice.
      For example: is equal
    7. In the last field, select a routing action.
      For example: If the routing action is Source channel, select a channel, such as Apple Business Chat.
    8. To add more conditions, click Add a condition.
    Note:
    • If intelligent routing predetermines the queue, customers do not see a queue selection menu when escalating to an agent.

Tags

Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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