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Migrating the legacy chat queues

Updated on March 15, 2022

Omnichannel queues are introduced in the Pega Customer Service application to handle conversations from synchronous and asynchronous channels, such as chat and Facebook Messenger, using a single queue. This feature helps the administrators to configure and maintain the incoming traffic from different channels in a single queue. A utility is introduced in Pega Customer Service for Financial Services for Chat 8.1 or earlier users to update their existing chat queues to the new Omnichannel queues. The utility migrates the legacy chat queues to the omnichannel queues by auto-populating the new properties of the omnichannel queues with the default values. An administrator can modify the default values after migrating the legacy chat queues to the omnichannel queues.

Pega CRM for Financial Services Update Guide

To migrate the legacy chat queues, complete the following steps:

  1. In the header of Dev Studio, click Configure Dev Studio > Customer Service > Migrate to Omni-Channel Queues.
  2. Select a chat server for which you want to migrate the legacy chat queue from the Select chat server list.
  3. Select the Legacy chat queues to migrate check box.
  4. Click Migrate.
  5. Verify the selected queues and click Submit.
Result: The selected legacy chat queues are migrated to omnichannel queues.

For more information about how to modify the default values that are assigned to the new properties in the omnichannel queues, see Configuring chat and messaging queues and operator skills in the Pega Customer Service Implementation Guide on the Pega Customer Service for Financial Services product page.

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