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Support Article

Position count incorrect when requesting hand over to CSR



The system message which indicates the user's position in the queue is incorrect, and displays as -1. This occurs intermittently.

Error Messages

Not Applicable

Steps to Reproduce

Make the agent available or unavailable, and to accept and decline handover requests under load.

Root Cause

A defect in Pegasystems’ code or rules.
Issue with the timing in the Transfer and Accept of a chat for the calculation of the queue position.


Apply HFix-54128.

Published August 19, 2019 - Updated December 2, 2021

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