Configuring chat queues

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

1. In the Pega instance for the challenge, click Launch Pega Infinity to log in to App Studio as a Customer Service Administrator:
   1. In the User name field, enter CSAppAdmin.
   2. In the Password field, enter password123!.
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 the Queues tab to display the existing queues.
4. On the Queues tab, click Add Queue to display the queue settings dialog box.
5. In the General dialog box, configure the following fields:
   1. In the Queue name field, enter a name to identify the new queue, for example, Mortgage.
   2. 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 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.
      3. In the Is this queue visible to users? list, select Yes.
      4. 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.
      5. In the Queue questionnaire field, select Billing questionnaire flow as a placeholder to display predefined 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.
      6. In the Wait time section, in the Maximum wait time (Secs) field, enter 600.
      7. In the Default wait time (Secs) field, enter 30.
      8. In the Skills section, add skills, for example, Interpersonal.
         You can add one or more skills.
         Note: Make sure you add these skills to CSRs. The system routes chat and messaging requests in the queue to CSRs who have all the specified skills.
      9. Click Save to save the changes.
         
      6. Click Save.

1. In the navigation pane of App Studio, click Users > User management > People to add skills to CSRs.
2. Select the user for whom you want to add the new skill.
3. Click New skill, and then in the list, select the Interpersonal.
4. In the field, Proficiency, enter a value from 1 to 10, with 10 being the highest.
   
5. Click Save to save your changes.

1. In the header of App Studio, click App Studio > Dev Studio to switch studios.
2. In the navigation pane of Dev Studio, click App to display the application classes.
3. In the search field, enter Common-Messaging-Work-ChatWithAgent-PreChatQuestions.
4. Expand Process, and then expand Flow.
   The existing PreChat question flows are displayed.
   
5. To create a new flow, copy the existing PreChat_Billing flow: 
   1. Click the PreChat_Billing flow, and then click Save as.
   2. In the Label field, enter Mortgage questionnaire flow.
   3. 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.
   4. Verify that the rule Context settings use the following values, and then click Create and open.
      • Development branch: No branch
      • Application: CSApp
      • Apply to: Common-Messaging-Work-ChatWithAgent-PreChatQuestions
      • Add to ruleset: CSApp: 01-01-01

6. On the flow diagram, double-click the More info shape.
   
7. In the Subprocess details section, 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. Click Create and open.
   3. In the Question field, enter Thank you. What mortgage question can we help you with?
   4. Click Save, and then click the Close icon to close the tab.
8. Click Submit.
   Tip: The tab closes, and the new question is created in PegaCA-Work-ChatWithAgent-PreChatQuestions > Survey > Simple Question > MortgageInfo.

9. On the Mortgage questionnaire flow, click Save.
10. Add a second More info shape to the flow by copying the More info shape and pasting it on the flow.
11. Re-connect the shapes in the flow.
12. Double-click the second More info shape to add a second question.
13. In the Subprocess details section, create a new question Rule and add a question:
    1. In the Question rule field, enter MortgageMoreInfo, and then click the Edit icon.
    2. Click Create and open.
    3. In the Question field, enter What is your mortgage account number?
    4. Click Save, then click the Close icon to close the tab.
14. Click Submit.
    Tip: The tab closes, and the new question is created in PegaCA-Work-ChatWithAgent-PreChatQuestions > Survey > Simple Question > MortgageMoreInfo.

15. On the Mortgage questionnaire flow, Click Save.

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 the Queue settings dialog box.
7. On the Queues page, click Save to update the mortgage queue.
8. In the lower-right corner, click the user icon, and then select Log off to log out of App Studio.