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Step 3: Configuring routing

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.

For more information about how the queueing and routing mechanism works in Pega Customer Service, see Omni-channel queue-based routing mechanism.

Before you begin

Ensure that you have configured the chat and message queues. See Step 2: Configuring the chat and messaging queues.

Procedure

  1. In the navigation panel of App Studio, click Settings > Chat and messaging.
  2. Click the Routing tab.
  3. To prioritize the routing by CSR workload, 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.
  4. To prioritize the routing by CSR skill level, 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.
  5. To specify the number of seconds to wait before sending another chat request to a specific CSR, enter the time in the Staggering interval field.
    For example, if you enter 5 seconds, the routing engine uses a five-second interval between assigning chat requests to a particular CSR.

What to do next

Configure the chat and messaging settings. See Step 4: Configuring the chat and messaging settings.

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