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Queuing tasks

In Pega Customer Service, intent tasks are used to expose service cases. A customer service representative (CSR) can select more than one intent task during an interaction with a customer. The selected intent tasks are queued up in a pipeline based on their sequence of selection. By default, the case is created for the task that is selected first. Later when a CSR clicks any of the remaining queued tasks, a case is created and presented in the Interaction portal.

The queuing of tasks helps to reduce the number of cases created when multiple intent tasks are launched.

To queue tasks:

  1. Log in to Pega Customer Service.
  2. Click Launch > Interaction Portal.
  3. Click + New > Demo Screen Pops > Demo Pop - Connor.
  4. Click Accept in the Incoming call dialog.
  5. Click Add Task and select the tasks that the customer wants you to resolve during the interaction.
  6. Click Add task(s).

The selected tasks are queued up under the Add Task tab.

Published August 23, 2016 — Updated September 2, 2016


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