Configuring chat queues and routing

You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any customer service representative (CSR) or a specialist CSR for a given subject. This module explains how to create chat queues and how to route requests to a queue based on CSR skill or workload and context data.

Principiante

Chat and Messaging

Inglés

Después de completar este módulo, podrá hacer lo siguiente:

Configure a chat queue.

Configure pre-chat questions for a queue.

Route chat requests based on CSR skill or workload.

Use a third-party service to route chat requests.

Route customers to a specific queue based on context data.

Disponible en la siguiente misión:

Pega Digital Messaging v3

Temas

Customer to CSR connection

5 minutos

Creating and adding skills

5 minutos

Configuring a messaging queue

10 minutos

Chat routing

10 minutos

Routing based on context data

5 minutos

Cuestionario del módulo

5 minutos