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Configuring chat queues

Archived

6 Tasks

20 mins

Visible to: All users
Beginner Pega Customer Service 8.6 English
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Scenario

U+ Bank is reviewing chat services for its customers. The current Digital Messaging configuration has queues for Billing, General, and Technical questions. U+ Bank wants you to create a Mortgage queue that receives any mortgage-related requests.

Use the following credentials to log in to the exercise system:

Role User name Password

CS Administrator

CSAppAdmin

password123!

 

Your assignment consists of the following tasks:

Task 1: Add the new queue

As, CS Administrator, add a Mortgage queue that customers can select when they initiate a chat.

Task 2: Set queue availability

Set queue availability to the default calendar and set messages to display when the queue is off-hours or customer service representatives (CSR) are unavailable.

Task 3: Add queue members

Add members to the queue.

Task 4: Configure pre-chat questions

In Dev Studio, in the navigation pane, select App, and then open PegaCA-Work-ChatWithAgent-PreChatQuestions. Configure a chat flow with two pre-chat questions for a customer who selects the Mortgage queue. Pre-chat questions gather information on the customer issue and give answers to the customer service representative who receives the live chat request. You can copy an existing Pre-chat flow (for example, PreChat_Billing) and modify the questions in the flow. Save the new flow with the identifier PreChat_Mortgage.

Task 5: Add the questionnaire in the queue properties

As Self-Service Administrator, add the questionnaire in the Mortgage queue properties.

Task 5: Confirm your work

As Self-Service Administrator, test your queue using the chat widget on the U+ Bank website. Enter Help. The chatbot displays the queue selections. Select the Mortgage queue. Verify that the pre-chat questions are displayed.

Challenge Walkthrough

Detailed Tasks

1 Before you begin

If you have requested a new Pega instance, make sure to complete the Creating a Digital Messaging interface challenge before you continue to the next task.

2 Add the new queue

  1. Log in as a Customer Service Administrator with username CSAppAdmin using password password123! to open the Pega Customer Service™ application.
  2. In Pega Customer Service, in the navigation pane of App Studio, click Settings > Chat and messaging to display the list of chat and messaging settings.
  3. In the list of chat and messaging settings, click the Queues tab to display the existing queues.
  4. On the Queues tab, click Add queue to display the queue settings dialog box.
  5. On the General tab, in the Queue name field, enter a name to identify the new queue, for example, Mortgage.
  6. In the Max concurrent conversations (from this queue) field, enter a value to define the maximum number of active conversations that a CSR can handle simultaneously in this queue.
Tip: For example:
If you enter a 3, the routing engine offers up to three conversation requests from this queue to the CSR. The system routes any further requests only after the CSR completes one of those three active conversations. Suppose you do not enter a value here. In that case, the routing engine then considers the value specified in the Max concurrent conversations field in the operator record, or the Max concurrent conversations (per CSR) in the Chat and Messaging settings, in that order.
  1. In the Is this queue visible to users? list, select Yes.
  2. In the Queue selection text for customers field, enter I have a mortgage question.

    The queue selection text replaces the queue name in the chatbot.

  1. In the Queue questionnaire field, select Billing questionnaire flow as a placeholder to display pre-defined questions when a customer initiates a chat and selects the Mortgage queue.
    Note: You replace this with the Mortgage questionnaire flow that you create in a later section.

The following screen shows the settings on the General tab:

chat queue settings, General tab

    3 Set queue availability

    1. In the settings dialog box for the Mortgage queue, click the Availability tab.
    2. In the Hours of operation field, enter or select Default Calendar.
    3. In the Off-hours behavior section, in the Message to display field, enter: Agents are not available during off-hours.
    4. In the Wait time section, enter the following values:
      1. In the Maximum wait time (Secs) field, enter 600.
      2. In the Default wait time (Secs) field, enter 30.
    5. In the Agents not available section, in the Message to display field, enter All agents are currently busy. An agent will respond to your message as soon as possible.

      The following screen shows the settings on the Availability tab.

      chat queue settings, Availability tab

    4 Add queue members

    1. In the settings dialog box for the Mortgage queue, click the Members tab.
    2. In the Skills list, select CACSR.
    3. Click Submit.
      chat queue settings, Members tab
    4. Click Save to save your changes.
    5. On the Queues settings page, click Save.

    The system routes chat and messaging requests in the queue to CSRs who have all the specified skills.

    5 Configure pre-chat questions

    In this scenario, U+ Bank asks you to include a questionnaire with two questions. You need to create the queue flow and include the two questions. Both tasks are completed in Dev Studio.

    1. In the header of App Studio, click App Studio > Dev Studio to switch studios.
    2. In navigation pane of Dev Studio, click App to display the application classes.
    3. In the search field, enter: PegaCA-Work-ChatWithAgent-PreChatQuestions
    4. Expand Process, and then expand Flow. The existing PreChat question flows are displayed.
      Dev Studio, application class for pre-chat questiona
    5. To create a new flow, copy the existing PreChat_Billing flow. 
      1. Click the PreChat_Billing flow. The flow rule is displayed.
      2. Click Save as.
      3. In the Label field, enter Mortgage questionnaire flow.
      4. To the right of the label, click Edit to change the Identifier to PreChat_Mortgage.
        Caution: The PreChat_Mortgage identifier is required for the flow to be associated with the Mortgage queue.
      5. Verify that the rule context settings are set to these values, and then click Create and open.
        • Development branch: [No branch]
        • Application: Customer Service 8.6   (There are 2 entries for Customer Service 8.6. Select the first entry.)
        • Apply to: PegaCA-Work-ChatWithAgent-PreChatQuestions
        • Add to ruleset: PegaCS-Sample:80-06-02
    6. On the flow diagram, double-click the More info shape.
      pre-chat questions flow
    7. In the Subprocess details, create a new question rule and add a question:
      1. In the Question rule field, rename the BillingMoreInfo to MortgageInfo, and then click the Edit icon.
      2. In the label name field, enter MortgageInfo.
      3. Click Create and open.
      4. In the Question field, enter Thank you. What mortgage question can we help you with?
      5. Click Save, then click the Close icon to close the tab.
    8. On the tab with the new PreChat_Mortgage flow, click Submit.
      Tip: The tab closes and the new question is created in PegaCA-Work-ChatWithAgent-PreChatQuestions > Survey > Simple Question > Mortgage info.
    9. On the Mortgage questionnaire flow, click Save.
    10. Add a second More info shape to the flow:
      1. Copy the More info shape and paste it on the flow.
      2. Re-connect the shapes in the flow.
    11. To add a second question, double-click the second More info shape.
    12. In the Subprocess details, create a new question rule and add a question:
      1. In the Question rule field, enter MortgageMoreInfo, and then click the Edit icon.
      2. In the label name field, enter MortgageMoreInfo.
      3. Click Create and open.
      4. In the Question field, enter What is your mortgage account number?
      5. Click Save, then click the Close icon to close the tab.
    13. Open the tab with the new PreChat_Mortgage flow, and then click Submit.
      Tip: The tab closes and the new question is created in PegaCA-Work-ChatWithAgent-PreChatQuestions > Survey > Simple Question > Mortgage more info.
    14. On the Mortgage questionnaire flow, click Save.
    15. To complete the changes to the new questionnaire, click Check in, enter a comment, and then click Check in.

    6 Add the questionnaire in the queue properties

    1. In the header of Dev Studio, click Dev Studio > App Studio to switch Studios.
    2. In the navigation pane of App Studio, click Settings > Chat and messaging to display the list of chat and messaging settings.
    3. In the list of chat and messaging settings, click Queues to display the existing queues.
    4. To the right of the Mortgage queue, click the Edit icon to open the Queue settings dialog box.
    5. On the General tab, in the Queue Questionnaire list, select Mortgage questionnaire flow.
    6. Click Save to close Queue settings dialog box.
    7. On the Queues page, click Save to update the mortgage queue.

    Confirm your work

    1. On the Pega Enablement tab, click U+ Bank to open the U+ Bank website.
    2. Click the chat icon to open the chat widget.
    3. Enter the request Help. The chatbot displays the queue selections.
    4. Select the Mortgage queue.
    5. Verify that the chatbot displays the pre-chat questions.


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