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Updated on December 3, 2021

Intelligent routing for Legacy Webchat and Digital Messaging determines the queue to which the routing engine can route the customer.

Pega Customer Service Implementation Guide

The routing engine assigns the conversation request to a CSR if the CSR:

  • Is available for work
  • Possesses required skill
  • Is not assigned another interaction
  • Receives request during work hours for a specific queue

For detailed information about how routing works in Pega Customer Service, see Route requests based on CSR occupancy and skills.


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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