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Manage incoming interactions with omnichannel queue-based routing (8.2)

Updated on May 3, 2021

Your customers are buzzing across your channels on a 24/7 basis. With continuous incoming requests, your contact center team needs a tool that can streamline and accelerate your routing process based on your own unique service team’s skill set. Using Pega’s new omnichannel queue-based routing, your contact center supervisors can better manage the flow of interactions across any channel with flexible and configurable queue-based rules.

Now, with Pega Customer Service 8.2, you can reduce the average handling time (AHT) and improve first contact resolution (FCR) rates by ensuring that all of your customers are routed to the right queue every time.


Optimally route to the best-skilled agent

Customize rules that are based on your service agents skill set

Your customer service agents have different types of expertise and your customers have a diverse set of needs. Wouldn’t it be great if there was an easy way to automatically route every incoming interaction based on specific skill sets and work queues? With Pega, contact center supervisors can now create configurable rules that are based on the type of work and skill level needed. Once your rules are created, interactions are automatically routed to the specific queues that match the skills needed.

Ensure that routing is based on availability

Your customer service agents are superstar multi-taskers. However, to ensure optimal customer service, it is important that they are focused on one incoming interaction at a time. In addition to routing based on skill set, Pega’s omnichannel routing rules allow supervisors to easily set up rules that dictate when not to route interactions. That way, an agent that is already engaged on one channel, like the phone, is prevented from being automatically routed to a separate chat interaction.

Pega’s omnichannel queue-based routing simplifies processes and optimizes customer engagement across all your channels.

For more information, see the "Routing incoming requests to the work queue" chapter of the Pega Customer Service Implementation Guide on the Pega Customer Service product page.

  • Previous topic Stay ahead of service spikes by managing queues and agents more efficiently (8.3)
  • Next topic Streamline chat and messaging for increased concurrency (8.2)

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