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Step 4: Configuring the chat and messaging settings

Updated on September 10, 2021

After you configure the chat server and the queueing and routing settings, you must set up your organization-specific chat and messaging settings to define the parameters on which incoming chat requests can be accepted or assigned.

You can define the sample size of evaluating the estimated wait time for routing a request to a CSR and the CSR bandwidth for new chat requests.

Before you begin

Before starting this procedure, ensure that you complete the following steps:

Procedure

  1. In the navigation panel of App Studio, click Settings > Chat and messaging.
  2. Click the Configuration tab and complete the following fields:
    • Max concurrent conversations (per CSR): Enter the number of active chat conversations that CSRs can handle at any given time.
      This value is associated with your entire Pega Customer Service chat server and applies to all CSRs. However, if you configure a number in the Max concurrent conversations (from this queue) setting for a queue, that value applies to the CSRs within the queue. For more information, see
      Configuring the chat and messaging queues.
    • Transcript update interval: Enter a number to define how often the chat transcript should be updated and saved in the conversation history.
      For example, if you enter 3 in the Transcript update interval field, the chat transcript is updated after receiving every third chat message from the customer.
    • Wait time evaluation window: To prevent a live chat request from being routed to a queue with a long wait time, enter the number of minutes that the application uses to calculate the average CSR chat handle time for a queue.
      For example, if you enter a value of 30 minutes, the average CSR chat handle time for a queue is calculated based on live chat interactions that were resolved for that queue during the past 30 minutes. The average CSR chat handle time for a queue is one of several values that are used to determine whether to route a live chat request to a queue. For more information, see Omni-channel queue-based routing mechanism.
    • Minimum number of conversations for wait time calculation: To prevent the calculation of wait time until enough chats have been completed at the start of the business hours, enter the number of chats after which the application should start calculating the estimated wait time. Until then, the system uses the Default wait time that is configured for the queue.
      For example, if you enter 10 in the Minimum number of conversations for wait time calculation field, the system starts calculating the wait time only after at least ten chats are resolved in the queue. The Wait time evaluation window is one of several values used to determine whether to route a live chat request to a queue. For more information, see Omni-channel queue-based routing mechanism.

What to do next

Configure the self-service application. See Step 5: Creating the self-service application.

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