Question

Pega Chat Routing customization

Hi,

Is there a way to customize the routing?

See the following scenario:

Agent A logs into chat server
Agent B logs into chat server
Submit chat request, Agent A receives request
Submit chat request, Agent B receives request
Agent B wraps up chat request
Wait for 5 seconds or longer
Agent A wraps up chat request
Submit chat request

Expected result: Agent B receives chat request because they have been waiting in the queue for a chat the longest.

Actual result: Agent A receives the chat request because they logged into the server first.

I found this similar post but is there a solution or a way to customize it?

https://community1.pega.com/community/pega-support/question/pega-chat-routing#comment-837101

Thank you so much

Correct Answer
May 21, 2019 - 3:32am

I would stick to the answer provided in the mentioned post. Things are getting more configurable in 8.2 and future releases. We donot intend to make the routing logic customize-able by code. We will also be shortly publishing an article detailing the routing logic as present in 8.2 version. I will add the URL for it as the publication is done.

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Pega
May 21, 2019 - 3:32am

I would stick to the answer provided in the mentioned post. Things are getting more configurable in 8.2 and future releases. We donot intend to make the routing logic customize-able by code. We will also be shortly publishing an article detailing the routing logic as present in 8.2 version. I will add the URL for it as the publication is done.

October 21, 2019 - 1:34pm
Response to Avishek

Has the URL for this documentation been created yet?  we are using 8.2.1 and are looking to see what customization options are available, and if upgrades are needed for the customization of routing. 

Mod
October 22, 2019 - 7:52am
Response to AndrewM2378

Hi Andrew,

Would this help? Configuring routing

Lochana | Community Moderator | Pegasystems Inc.

October 22, 2019 - 10:14am
Response to Lochan_DV

May 21, 2019 - 11:47am

Thank you so much Avishek, I'm excited for 8.2 I think it will be great!