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Implementing queues and routing

Updated on March 25, 2020

Pega Customer Service uses omni-channel queue-based routing to direct new chat or messaging conversation requests to Customer Service Representatives (CSRs). A queue is a temporary container that holds and processes the incoming chat and messaging requests. There are several ways of mapping a specific request to a queue. For chats, the system can auto-select a queue based on the URL with from which the customer initiated the chat. You must configure at least one queue for requests to be collected and then routed. If you have several queues, you can prompt customers with a list of questions or options that map to different queues. You can also use intelligent routing for chat and messaging to determine which queue to route the customer to. The routing engine assigns the conversation request to a CSR based on whether the CSR is available for work, has the required skills for that queue and has not just been assigned another interaction, and whether the request is received during work hours for that queue. For detailed information about how routing works in Pega Customer Service, see Route requests based on CSR occupancy and skills

You can configure pre-assignment questions for a queue that the customer can answer before the system routes the conversation to a CSR. For example, the queue questionnaire can request a customer's name, account number, and further details about their question. This removes the need for the CSR to collect the information after escalation.

If you configure a queue with pre-assignment questions, the customer needs to answer each question. The questions and the answers provided by the customers are presented in a Here's what we know section in the conversation window when the CSR accepts the routed interaction. For more information about configuring pre-assignment questions, see Ask questions to determine queue routing.

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