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 configure intelligent routing conditions to route customer requests to a specific queue based on context data.

Débutant

Chat and Messaging

Constellation

Anglais

Après avoir terminé ce module, vous pourrez :

Configure a chat queue.

Configure pre-chat questions for a queue.

Route customers to a specific queue based on context data.

Disponible dans la mission suivante :

Pega Digital Messaging v7

Rubriques

Customer to CSR connection

5 mins

Creating and adding skills

5 mins

Configuring a messaging queue

10 mins

Chat routing

10 mins

Routing based on context data

5 mins

Quiz du module

5 mins