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Oct 15, 2019

Access the Pega Mobile Client API and find resources a Pega user may need to build and troubleshoot custom, mobile-driven apps.

Article

Oct 15, 2019

After you configure the chat server and the queueing and routing settings, you must set up your organization-specific chat and messaging settings to define the parameters on which incoming chat requests can be accepted or assigned. You can define the sample size of evaluating the estimated wait…

Article

Oct 15, 2019

Pega Customer Service uses omni-channel queue-based routing to direct new conversation requests to customer service representatives (CSRs) with relevant skills. Omni-channel queues support requests from chat and Facebook Messenger. When a customer escalates a chat to a CSR, the routing engine…

Article

Oct 15, 2019

A chat server process es chat message s between the chat widget that is deployed on your webpages and your Pega Customer Service application. When you buy a license that includes the Pega Chat offering for Pega Customer Service 8.2 or later, a Pega Cloud Collaboration Services chat server account…

Article

Oct 15, 2019

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…

Article

Oct 15, 2019

The chat functionality in Pega Customer Service 8.2 or later offers self-service capabilities where all new customer interactions pass through a web chatbot as the first resolution path. To support the Web Chatbot channel, you need to build a self-service application in Pega Customer Service. One…

Article

Oct 15, 2019

Starting with Pega Customer Service 8.2, the chat functionality has undergone fundamental changes to improve the text-based interaction experience and to centralize the chat configuration and administration. For example, Pega Customer Service 8.2 and later chat functionality offers self-service…

Article

Oct 15, 2019

Configure the Chat Follow-up settings to track and wrap up inactive chat sessions. If a customer stops sending chat messages to a customer service representative (CSR) in a chat session for a configurable amount of time, you can send customizable reminder messages to both the customer and the CSR.…

Article

Oct 15, 2019

The Pega API provides a standard set of services that includes case creation, assignment processing, and access to data pages. These built-in REST/JSON services enable the rapid implementation of Pega mobile and client applications. By default, Pega API services are secured with user credentials…

Product

Oct 15, 2019

What is Pega RPA? Learn more about how to use RPA and all Pega RPA tools in order to work more effectively and improve productivity.