Best practice to be followed for digital messging i.e. CustomerService 8.8 used in PRPC v8.8.3

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1

We have upgraded our pega application from v8.4.3 to 8.8.3 in Nov 2023, Since legacy chat is deprecated in v8.8., Based on pega system recommendation, We have adopted digital messaging i.e. CustomerService 8.8. But We have couple of intermittent issues occurring in production which are not replicable/easily replicable in non prod env. This further makes a lot of problem to LSC users in their interaction. Few of the issues are mentioned below :-

  1. After agent accept the chat, expired web message window pops up instead of launching the interaction.

  2. LSC Agent has received a chat, but it seems like the chat arrived already closed and she could not see the chat window to interact with customer.

  3. Agent accepted an incoming chat at 27 secs but the chat appeared expired.

  4. Cross talk issue (An agent is able to view other agent’s chat comments.)

  5. Pega Chats are moving to abandoned state once they are accepted by agents.

Chats are moved to Resolved-Induced state exactly after 1 hour of the chat arrival even though the agent and customer are in the middle of conversation.

  1. Chats are getting disconnected after 1hr from start time.

Also Please suggest whether any other customer or partner are facing similar or some other issue or not. Also let us know if there are any other best practice to be followed.

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@KshirodaN6645 I think that this rather long list of issues is making it confusing for people to respond.

Might I suggest that you try to replicate each one, then check on the forum for past question by carrying out a PSC word search

(eg 'expired web’ chat)

If you can replicate a particular scenario consistently, please log this as an individual issue via the MSP.

Here is the GenAI powered answer to your list:

  1. Ensure that your messaging implementation is as close to the default settings as possible. Customizing messaging infrastructure often leads to problems during updates and when transitioning from Legacy Webchat to Digital Messaging.

  2. Run the Pega Customer Service Upgrade Checker to identify and address overrides to final, deprecated, and withdrawn rules. If you have overridden rules that have been made final, this could be a barrier to a successful messaging implementation.

  3. Remove any unnecessary Legacy Webchat code from your web pages where the new Web Messaging widget is installed. This includes removing PegaHelper.js and REDUX scripts.

  4. Test the messaging end-to-end, including the escalation and engagement with an agent. If you encounter any issues, follow usual processes to raise them with Pega Global Client Support and report them to your organization’s Pega account team.

  5. For the specific issues you mentioned, it would be best to raise them with Pega Global Client Support for further investigation.

This is a GenAI-powered tool. All generated answers require validation against the provided references.

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Recommended process to migrate from Legacy Webchat to Web Messaging