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.

初級

Chat and Messaging

英語

このモジュールを完了したら、以下の目的を達成できるようになります。

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.

このモジュールは、下記のミッションにも含まれています。

Pega Digital Messaging v3

トピック

Customer to CSR connection

5 分

Creating and adding skills

5 分

Configuring a messaging queue

10 分

Chat routing

10 分

Routing based on context data

5 分

モジュールクイズ

5 分