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Support Article

One chat request of multiple concurrent requests is sent to CSR



When multiple chats are sent to a queue at same time, only one chat request is presented to the CSR. The other requests are never received or displayed to the CSR. This occurs when a CSR is logged in to queues (having more than 1 concurrent sessions set-up).

Error Messages

Not Applicable.

Steps to Reproduce

  1. Log in to Pega Customer Service (CS) and chat as a CSR
  2. Log in to the portal as 2 different users in different browsers
  3. Select Chat icon > select a queue for which a CSR is available
  4. Answer pre-chat question and send a chat request at the same time. The CSR is able to see and accept only the first chat request

Root Cause

A defect in Pegasystems’ code or rules.


Apply HFix-43317.


Suggest Edit

Published July 23, 2018 - Updated December 2, 2021

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