Updated

Content Type

Product

Capability

Industry

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 1, 2019

Pega Customer Service uses omni-channel routing to direct new conversation requests to the right queue and customer service representative (CSR)  based on the skills required to complete the work as efficiently as possible. Omni-channel queue-based routing is available for chat and Facebook…

Sep 25, 2019

Find resources and support for Pega Customer Service, which provides a contact center desktop environment, case management, mobile field service, and more.

Article

Sep 25, 2019

Before upgrading any Pega Customer Relationship Management applications, you must review important information about product changes for each release. Some product changes require user action before upgrading to ensure a successful upgrade. This article summarizes important information related to…

Article

Sep 13, 2019

Pega Customer Service, Pega Sales Automation, and Pega Marketing are components of the Pega Customer Relationship Management suite of applications. These applications include the following customer relationship management features: Access to the applications in a common environment and the ability…