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Support Article

CSR unable to automatically log in to the default queue

SA-51718

Summary



Customer Service Representative (CSR) is unable to automatically log in to the default queue.


Error Messages



Not Applicable


Steps to Reproduce

  1. Log in to the Pega server.
  2. Log in to Pega Chat.
  3. Select a queue or queues to join.


Root Cause



An issue in the custom application code or rules.
Automatic login to Chat Server is supported. Queue is not supported.



Resolution



A CSR or manager has the option to automatically log in to Pega Chat when they log in to the Interaction Portal.
  1. Log in to the Interaction portal as an agent.
  2. Click Operator > Preferences.
  3. Click Desktop Preferences > Channels > Chat.
  4. Select the Enable Chat check box.
  5. In the Chat login preference list, select Save Login Info.
  6. Select the Chat server to use.
  7. In the Chat Display Name field, enter the name that will identify you to customers during a chat session.
  8. Click Save Preferences.
For more information, refer to: https://pdn.pega.com/documents/pega-customer-service-731-implementation-guide 
 
Suggest Edit

Published September 19, 2018 - Updated December 2, 2021

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