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