Third-party routing
If you have a shared pool of CSRs to attend Pega Call and Pega Customer Service chat and messaging requests, you can select this option to
use the Pega Call routing services to route the chat and messaging
requests. With the Third-party routing API, you can use an external routing system for Pega Customer Service Legacy Webchat and Digital Messaging requests. The third-party routing API uses the following REST connectors and services: Use the czFetchExternalRoute to send the chat and messaging
request metadata to an external routing system. The following values are
supported: Use the cyPostRoutingEvents connector to send the updates on CSR
availability and CSR or customer actions to the external routing system for routing pending
and transfer requests. The
source can be synchronous and asynchronous channels. Use the PostingRoutingEvents service to perform post-routing
activities after a route is identified. The external routing system uses the following URL to access the
PostingRoutingEvents service: The third-party routing API helps the CSR perform multiple events in Interaction
Portal, such as joining queues, identifying agents, and transferring the case to agent or
queues. The CSR can also work on negative cases, asynchronous cases, and requeuing cases. Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example Example ExampleEnabling third-party routing
Third-party routing API
Third-party API REST connectors and REST services
Third-party API REST connectors
REST connector Description cyFetchExternalRoute Sends the chat request metadata to the external routing
system. cyPostRoutingEvents Sends the CSR actions or the conversation changes to the
external routing system after a CSR is offered the request.
Third-party API REST services
REST service Description PostRoutingEvents Performs post-routing actions when a route is identified. cyFetchExternalRoute connector
Request parameters
Name Required/Optional Description _conversation_id Required The chat or messaging request ID _queue_name Required The queue ID where the request is processed _source Required The name of a chat channel or any supported unified messaging
channel _preferred_agent Optional The name of the preferred CSR who handled the chat previously if
in an asynchronous channel _priority_queuing Required Request will be given priority if the value is “true.” Example request
{ "_conversation_id": "3bc1c3b45ea911ea88f277fee9bcd8c0",
"_queue_name": "Billing",
"_source": "Facebook",
"_preferred_agent": "",
"_priority_queuing": "true"
}Response parameters
Parameter Required/Optional Description _status Required The status of the routing activity _wait_time Optional The average wait time for the request _source Required The name of a chat channel or any supported unified messaging
channel _queue_position Optional The current position of the request Example response
{
"_status":"_identifying_route",
"_wait_time":"",
"_queue_position":""
}
Error codes
Error code Description 400 Bad request 500 Server not found Extension or customization points
Data transform Purpose Available page Parameters ChannelServices-Conversation-Queued.
cyParseConversationResquest Adds more details to the request, such as a customer name or a
customer policy number. Primary
(ChannelServices-Conversation-Queued) ChannelServices-Conversation-Queued.
cyParseConversationResponse_wait_time Adds more details to the response, such as queue capacity or an
active agents count. Primary
(ChannelServices-Conversation-Queued) cyPostRoutingEvents connector
Request parameters
Parameter Required/Optional Description _conversation_id Optional The chat or messaging request ID _agent_name Required The name of the CSR who is assigned the request _event_name Required The CSR action on the request _queue_name Optional Contains the queue ID where the request is processed _source Optional The name of the channel from which the request originated _transferred_from_agent Optional The name of the CSR who initiated the transfer _ transferred_to_agent Optional The name of the CSR who received the transfer _ transferred_to_queue Optional The name of the queue that received the transfer request _ transferred_from_queue Optional The name of the queue from which the transfer originated Example request
{
"_conversation_id":"3bc1c3b45ea911ea88f277fee9bcd8c0",
"_agent_name":"Sara",
"_event_name":"Transfer-to-agent-accepted",
"_queue_name":"Billing",
"_source":"chat",
"_transferred_from_agent":"[email protected]",
"_transferred_to_agent":"Sara",
"_transferred_to_queue":"Technical",
"_transferred_from_queue":"Billing"
}Response parameters
Parameter Required/Optional Description _status Required The status of the transfer request (Success or Fail) Example response
{
"_status":"Success"
}
Error codes
Error code Description 400 Bad request 500 Server not found Extension or customization points
Data transform Purpose Available page Parameters ChannelServices-Int-Routing.
cyParseEventsRequestExtn Adds more details to the request, such as the current time stamp
or the reason for transfer. Primary
(ChannelServices-Conversation-Queued) PostingRoutingEvents service
{{base_url}}/prweb/api/ConversationRouting/V1/PostRoutingEvents{{base_url}} takes the value that is specific to the URL of the customer
instance.Request parameters
Parameter Required/Optional Description _conversation_id Required The chat or messaging request ID _agent_id Required The name of the CSR that is identified by the third-party routing
system Example request
{
"_conversation_id":"3bc1c3b45ea911ea88f277fee9bcd8c0",
"_agent_id":"[email protected]"
}Response parameters
Parameter Required/Optional Description _status Required The status of the transfer request (Success or Fail) Example response
{
"_status":"Success"
}
Error codes
Error code Description 400 Bad request 500 Server not found Extension or customization points
Data transform Purpose Available page Parameters ChannelServices-Conversation-Queued.
cyParseConversationRouteResponse Adds more details, such as CSR capacity or CSR’s active
interactions. Primary
(ChannelServices-Conversation-Queued) Third-party routing CSR events
Queue joining events
Event name Description QueueJoined The CSR log into queues and sets the status to
available. {"_conversation_id":"",
"_agent_name ":"[email protected]",
"_ event_name":"QueuesJoined",
"_queue_name":";Billing;;Technical;",
"_source":"",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}QueueJoined but queue name will be empty. The CSR has logged in but remains unavailable for all
queues. {"_conversation_id":"",
"_agent_name ":"[email protected]",
"_ event_name":"QueuesJoined",
"_queue_name ":"",
"_source":"",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}Events once agent is identified
Event name Description Offered A request from the customer is displayed as a chat pop-up and the
CSR is
identified. {"_conversation_id":
"BotAgenta3256c9e885f48819dade129c245f2c9_1426819",
"_agent_name ":"Sarah",
"_ event_name":"Offered",
"_queue_name ":"Billing",
"_source":"Facebook",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}Agent-Accepted The customer makes the request, and the request is displayed as
a chat pop-up, which the identified CSR accepts.
{"_conversation_id":"f04439e85ea411ea9c3583173b58cc69",
"_agent_name":"[email protected]",
"_ event_name":"Agent-Accepted",
"_queue_name":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}Agent-Declined The customer makes the request, and the request is displayed as a
chat pop-up, but the identified CSR declines the
request. {"_conversation_id":
"BotAgenta3256c9e885f48819dade129c245f2c9_1449198",
"_agent_name ":"Sarah",
"_ event_name":"Agent-Declined",
"_queue_name ":"Billing",
"_source":"Facebook",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}Expired The CSR is identified. The request from the customer is displayed
as a chat pop-up, but the request
expires. {"_conversation_id":
"84c5e3e85ed011ea8bddc75183dd79c8",
"_agent_name ":"Sarah",
"_ event_name":"ValidatePublish",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}Conversation-Ended The CSR is identified. The request from the customer is displayed
as a chat pop-up, but the customer ends the chat before the CSR
action.
{"_conversation_id":
"4aea63d05df211ea96270b756ec8016c",
"_agent_name ":"[email protected]",
"_ event_name":"Conversation-Ended",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""} Conversation-Ended The CSR is identified. The request from the customer is displayed
as a chat pop-up, but the customer ends the interaction by closing
the interaction tab.
{"_conversation_id":
"8sdf21r12df211ea96270b756ec2091s",
"_agent_name ":"[email protected]",
"_ event_name":"Conversation-Ended",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_afrom_queue":"",
"_transferred_to_queue ":""} Conversation-Ended The CSR is identified. The request from the customer is displayed
as a chat pop-up, but the customer ends the interaction by wrapping
up.
{"_conversation_id":"2awe23f04df312ea96230b756ec1786d",
"_agent_name ":"[email protected]",
"_ event_name":"Conversation-Ended",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""} Conversation-Ended The CSR is identified. The request from the customer is displayed
as a chat pop-up, but the chat comes to end when the CSR ends the
chat. {"_conversation_id":"4beb27s06ed2013a43270b756ec6210c",
"_agent_name ":"[email protected]",
"_ event_name":"Conversation-Ended",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""} Conversation-Ended The CSR is identified. The request from the customer is displayed
as a chat pop-up, but the chat ends when the customer ends the chat.
{"_conversation_id":"4aea63d05df211ea96270b756ec8016c",
"_agent_name ":"[email protected]",
"_ event_name":"Conversation-Ended",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}Agent-LoggedOff The conversation is active, but the agent logs off.
{"_conversation_id":"a9affee25e1611eaae862f3fa01a2a93",
"_agent_name":"[email protected]",
"_ event_name":"Agent-LoggedOff",
"_queue_name":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""} Agent transfer
Event name Description Transfer-To-Agent-Initiated The transfer to an agent is initiated and the CSR is identified.
{"_conversation_id":"724f0bb25dfa11eaaf242fbec29fb4c5",
"_agent_name ":"[email protected]",
"_ event_name":"TransferredtoAgent",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"[email protected]",
"_transferred_to_agent":"Laura",
"_transferred_from_queue":"Billing",
"_transferred_to_queue ":"Technical"}Transfer-To-Agent-Accepted The request is transferred and the identified CSR accepts the
request.
{"_conversation_id":"781e788e5d5011eaa0b93f49ea39efd3",
"_agent_name ":"Laura",
"_ event_name":"Transfer-To-Agent-Accepted",
"_queue_name ":"Technical",
"_source":"chat",
"_transferred_from_agent":"[email protected]",
"_transferred_to_agent":"Laura",
"_transferred_from_queue":"Billing",
"_transferred_to_queue ":"Technical"}Transfer-To-Agent-Declined The request is transferred and the identified CSR declines the
request. {"_conversation_id":"781e788e5d5011eaa0b93f49ea39efd3",
"_agent_name":"[email protected]",
"_ event_name":"Transfer-To-Agent-Declined",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"Laura",
"_transferred_to_agent":"",
"_transferred_from_queue":"Technical",
"_transferred_to_queue ":""}Transfer-To-Agent-Expired The request is transferred, and the CSR is identified, but the
request
expires. {"_conversation_id":"3656a4345eaa11ea9f11571826868be0",
"_agent_name ":"Laura",
"_ event_name":"Transfer-To-Agent-Expired",
"_queue_name ":"Technical",
"_source":"chat",
"_transferred_from_agent":"[email protected]",
"_transferred_to_agent":"Laura",
"_transferred_from_queue":"Billing",
"_transferred_to_queue ":"Technical"}Transfer-To-Agent-Abandoned The request is transferred, and the CSR is identified, but the
customer ends the chat before the CSR action. This scenario is
called
"Abandoned." {"_conversation_id":"3bc1c3b45ea911ea88f277fee9bcd8c0",
"_agent_name ":"Laura",
"_ event_name":"Transfer-To-Agent-Abandoned",
"_queue_name ":"Technical",
"_source":"chat",
"_transferred_from_agent":"[email protected]",
"_transferred_to_agent":"Laura",
"_transferred_from_queue":"Billing",
"_transferred_to_queue ":"Technical"}Queue transfer
Event name Description Transfer-To-Queue-Initiated The transfer to the queue is initiated, and the CSR is
identified. {"_conversation_id":"c8f9cbfa5d4b11eaae27dbc8263ea31f",
"_agent_name ":"[email protected]",
"_ event_name":"Transfer-To-Queue-Initiated",
"_queue_name ":"Billing",
"_source":"chat",
"TransferFromAgentID":"[email protected]",
"TransferToAgentID":""}Transfer-To-Queue-Accepted The transfer to the queue is successful, and the identified CSR
accepts the
request. {"_conversation_id":"486bd29a5ddb11ea8fe5e72406874e0e",
"_agent_name ":"Laura",
"_ event_name":"Transfer-To-Queue-Accepted",
"_queue_name ":"Technical",
"_source":"chat",
"_transferred_from_agent":"[email protected]",
"_transferred_to_agent":"Laura",
"_transferred_from_queue":"Billing",
"_transferred_to_queue ":"Technical"} Transfer-To-Queue-Declined The transfer to the queue is successful, but the identified CSR
declines the
request. {"_conversation_id":"486bd29a5ddb11ea8fe5e72406874e0e",
"_agent_name ":"[email protected]",
"_ event_name":"Transfer-To-Queue-Declined",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"Laura",
"_transferred_to_agent":"[email protected]",
"_transferred_from_queue":"Technical",
"_transferred_to_queue ":"Billing"} Transfer-To-Queue-Expired The request is transferred to a queue and the CSR is identified,
but the request expires.
{"_conversation_id":"486bd29a5ddb11ea8fe5e72406874e0e",
"_agent_name ":"[email protected]",
"_ event_name":"Transfer-To-Queue-Expired",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"Laura",
"_transferred_to_agent":"[email protected]",
"_transferred_from_queue":"Technical",
"_transferred_to_queue ":"Billing"} Transfer-To-Queue-Abandoned The request is transferred to a queue and the CSR is identified,
but the customer ends the chat before the CSR
action. {"_conversation_id":"3b00aab05eab11eaba2b9b6b99bd5233",
"_agent_name ":"Laura",
"_ event_name":"Transfer-To-Queue-Abandoned",
"_queue_name ":"Technical",
"_source":"chat",
"_transferred_from_agent":"[email protected]",
"_transferred_to_agent":"Laura",
"_transferred_from_queue":"Billing",
"_transferred_to_queue ":"Technical"}Negative cases
Event name Description Conversation-Ended/Customer Network Disconnected The conversation is active, but the customer has an unstable
network or any other network issue.
{"_conversation_id":"3fhl14e04wr514ea96140b756ec3290b",
"_agent_name ":"[email protected]",
"_ event_name":"Conversation-Ended",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""} Conversation-Ended/Customer Abandoned The conversation is active, but the customer accidentally closes
the browser or has a network issue, and the chat gets
disconnected. {"_conversation_id":"b3f24b585eac11eaa746b7b5cb19d100",
"_agent_name ":"[email protected]",
"_ event_name":"Conversation-Ended",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}Agent-NeworkDisconnect The conversation is active, but there's a network disruption on
the agent's
side. {"_conversation_id":"c9f880e65eae11ea8fa4ab34045c802b",
"_agent_name ":"[email protected]",
"_ event_name":"Conversation-Ended",
"_queue_name ":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""} Agent-BrowserClose The conversation is active, but the CSR accidentally closes the
browser. {"_conversation_id":"c9f880e65eae11ea8fa4ab34045c802b",
"_agent_name":"[email protected]",
"_ event_name":"Conversation-Ended",
"_queue_name":"Billing",
"_source":"chat",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""} Asynchronous cases
Event name Description LongRunning-Interaction The conversation is active, but the CSR closes the browser due to
a network issue and closes the interaction, but the customer
messages come up (toaster pop-up).
{"_conversation_id":"BotAgenta3256c9e885f48819dade129c245f2c9_1427039",
"_agent_name ":"Sarah",
"_ event_name":" LongRunning-Interaction",
"_queue_name ":"Billing",
"_source":"Facebook",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}Requeuing cases
Event name Description Requeuing The request is
requeued. {"_conversation_id":"BotAgenta3256c9e885f48819dade129c245f2c9_1427039",
"_agent_name ":"Sarah",
"_ event_name":"Requeuing",
"_queue_name ":"Billing",
"_source":"Facebook",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}Priority-Requeuing The request is requeued on priority.
{"_conversation_id":"BotAgenta3256c9e885f48819dade129c245f2c9_1427039",
"_agent_name ":"sarah",
"_ event_name":"Priority-Requeuing",
"_queue_name ":"Billing",
"_source":"Facebook",
"_transferred_from_agent":"",
"_transferred_to_agent":"",
"_transferred_from_queue":"",
"_transferred_to_queue ":""}
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