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Routing requests based on CSR occupancy and skills

Updated on December 3, 2021

When a new conversation request enters a queue, the queue processor calls the routing API, which routes the request to a qualified Customer Service Representative (CSR). You can configure routing to use one of two routing algorithms. When you select an algorithm, the system uses that algorithm for all subsequent routing decisions for chat and messaging interactions.

Pega Customer Service Implementation Guide
Routing by CSR workload
Selecting this option routes new requests to CSRs who have fewer active chats, for example, a CSR who has one active chat receives the interaction screen pop before a CSR who has two chats. However, in the event of multiple CSRs having low occupancy percentages, the routine engine uses the following criteria to choose a CSR (if the first criterion finds a suitable CSR, the engine skips the second.):
  1. Time since last acceptance: The engine routes the request based on the time elapsed time since the CSRs last accepted a request. For example, if CSR1 accepted their last request at 9:00 AM and CSR 2 accepted their last request at 9:01 AM, the engine routes the request to CSR1.
  2. Earliest log in: If multiple CSRs have the same occupancy level and the same time since last acceptance (for example, the start of the first shift of the day), the engine routes the request to the CSR who logged in to the application first. For example, if CSR1 logged in to the application at 9:00 AM and CSR 2 logged in at 9:15 AM, the engine routes the request to CSR1.
Routing by CSR skill level
Selecting this option routes new requests to the CSR with the highest skill level of all the available CSRs who are available to take on more requests. The operator record of a CSR lists their associated skills, and each skill has a rating. When a CSR logs in to Pega Customer Service they select which queues to log in to. CSRs can see all of the queues that they can join, based on their skills. The algorithm considers all skills and skill levels associated with a queue and counts the skill level of the CSR for each relevant skill.

You can optimize the routing experience further by configuring expected CSR responses to new assignment requests. Using the configuration in Routing, you can enforce that CSRs cannot decline new chat offers when the queue capacity crosses a certain configurable threshold or if the offer was declined by another CSR previously. The configurations ensure that the estimated wait time is honored.


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