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Transferred conversations

Updated on December 3, 2021

As a part of the resolution, a CSR might have to transfer a conversation to another queue or agent.

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If the transfer is to another queue, the conversation goes through the routing process again. However, to reduce further customer wait time due to a transfer, the routing algorithm prioritizes transfers ahead of other work for that queue (effectively telling the routing engine to route the transferred Interaction first).

In the case of agent-to-agent transfers, the transferring CSR can only select another available agent; the CSR cannot transfer a conversation to a CSR who is unavailable or who has reached their maximum number of concurrent interactions. These transfers bypass the routing algorithm and send a request alert directly to the recipient CSR. The conversation is transferred only when the recipient CSR accepts the request.

Rerouting requests

Sometimes a CSR loses availability prior to the conversation being successfully routed or the CSR declines the new work.

The routing engine attempts rerouting the conversation requests that do not find a CSR in the following cases:

  • Busy CSRs: When all of the available CSRs in the queue are handling conversations to their full capacity as configured in the Max concurrent conversations (from this queue) field.
  • CSR decline: When the agent to whom the request is routed declines it.

For rerouting a pending conversation request, the routing engine adds the request to the queue and then waits for a specified time period before reattempting. After the delay, the routing engine attempts to route the request again.

Note: The rerouted requests take precedence over new incoming requests because the engine considers the initial queuing time for prioritization rather than the latest queuing time. However, these requests have lower priority than transferred conversations.

Conditions for non-routing chat escalations

Customers cannot escalate a chat request in the following scenarios cases:

Note: These cases apply only to Pega Customer Service Legacy Webchat and Web Messaging requests and not to the other conversation channels as those requests can be routed later when the CSRs are available.

  • No CSRs available (applies only to live chat conversations): When no agent has logged into the selected queue, the routing engine sends the configured Agent not found message to the customer after selecting a queue.
  • Maximum wait time exceeded (applies only to live chat conversations): The routing engine periodically calculates the estimated wait time required to route the incoming or queued conversation requests based on the configured Wait time evaluation window. If the calculated wait time for the conversation request exceeds the configured maximum wait time, the routing engine sends the configured Agent not found message that is configured for the queue after the customer selects the queue. For more information, see Configuring wait time calculation.
  • Off Hours (applies only to live chat conversations): The routing engine sends the configured Off-hours behavior message to the customers when they attempt to live chat during the queue off hours.
Note: In the case of messaging conversation requests through Facebook Messenger, the routing engine does not stop the customer from initiating a conversation during off-hours or when the maximum wait time is exceeded. Customers may send a message when no CSR is available. The routing engine can acknowledge receipt of the message, and then hold the messages in the queue until a CSR becomes available. At this point, the routing engine attempts to route these delayed messages to an available CSR.


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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