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Streamline chat and messaging for increased concurrency (8.2)

Updated on May 3, 2021

In some contact centers, customer service agents can support up to 10 digital channels at once. With so many incoming interactions, it can be challenging for agents to quickly swivel from channel to channel and offer seamless service. That is why your customer service team needs a solution that can unify digital channels like chat and messaging for increased productivity for your service agents. Pega’s new 8.2 chat and messaging capabilities release merges all your chat and messaging channels into a single user interface, so that your agents can handle concurrent interactions with ease.

Pega’s streamlined chat and messaging arms your agents with the tools they need to provide expedited responses with capabilities including:

  • Simplified agent logins for faster availability
  • Unified live queue monitoring for supervisors
  • Drill-downs into every chat conversation for more context

Shape how work is distributed

Login once to multiple channels

The time spent having to log into all your different channels can significantly slow down your agents’ response times. This can be detrimental to your business’s overall customer success. With Pega’s streamlined chat and messaging service, logging in is now even more simplified as agents can now sign on in a single location.

After logging into Pega’s Chat interface, your agents are marked as available across all your digital channels so that interactions can be routed more efficiently. This channel merge also makes it easier for an interaction to begin in a single channel and move to another when needed. And with less time spent on managing separate chat channels, your agents can devote more energy to connecting with customers in every interaction for an improved level of service.

Monitor live queues from a single place

Sometimes your agents may encounter a customer issue where a supervisor needs to get involved – whether it is coaching or perhaps barging in. With Pega’s Queue monitor, supervisors have a single place to monitor all live queues. This new capability enables supervisors to drill down into conversations from multiple channels on one user interface, ensuring faster response time. Pega’s streamlined chat and messaging service empower your customer service team to provide exceptional customer experiences across any channel.

For more information, see the "Implementing chat and messaging" chapter of the Pega Customer Service Implementation Guide on the Pega Customer Service product page.

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