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Conditions for non-routing chat escalations

Updated on March 25, 2020

Customers cannot escalate a chat request in the following scenarios cases:Note: These cases apply only to Pega Customer Service chat requests and not to the other conversation channels as those requests can be routed later when the CSRs are available.

  • No CSRs available (applies only to live chat conversations): When no agent has logged into the selected queue, the routing engine sends the configured Agent not found message to the customer after selecting a queue.
  • Maximum wait time exceeded (applies only to live chat conversations): The routing engine periodically calculates the estimated wait time required to route the incoming or queued conversation requests based on the configured Wait time evaluation window. If the calculated wait time for the conversation request exceeds the configured maximum wait time, the routing engine sends the configured Agent not found message that is configured for the queue after the customer selects the queue.
  • Off Hours (applies only to live chat conversations): The routing engine sends the configured Off-hours behavior message to the customers when they attempt to live chat during the queue off hours.
Note: In the case of messaging conversation requests through Facebook Messenger, the routing engine does not stop the customer from initiating a conversation during off-hours or when the maximum wait time is exceeded. Customers may send a message when no CSR is available. The routing engine can acknowledge receipt of the message, and then hold the messages in the queue until a CSR becomes available. At this point, the routing engine attempts to route these delayed messages to an available CSR.

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