Leveraging Insights

2 Tasks

5 mins

Pega Customer Service '23

Pega Customer Service '24.1

Visible to: All users

Beginner Pega Customer Service '23 English

Scenario

As a manager overseeing the Alpha Team of customer service representatives, you want to efficiently monitor the number of cases resolved by your team members directly from your manager dashboard. To achieve this, create an Insight report and add it into your dashboard, allowing you to track each team member's case resolutions effectively.

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

Role	User name	Password
Customer Service Manager	csmanager	password123!

Your assignment consists of the following tasks:

Task 1: Create a new Insight

From the Explore Data tab create a new Insight with the following requirements:

• Set the chart type to Pie.
• Filter on cases that have a case status of Resolved-Completed
• Filter on the operators that report to CSManager
• Add the Operator name as a dimension

Task 2: Add an Insight to your dashboard

Add your newly created Insight to the manager dashboard.

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Challenge Walkthrough

Detailed Tasks

1 Create a new Insight

1. On the exercise system landing page, click Pega Infinity™ to log in as a CS Application Administrator:
   1. In the Username field, enter CSManager.
   2. In the Password field, enter password123!.
2. In the left navigation area, click Explore data > Service case template.
3. Change the Display as field to Chart.
4. Drag the Service case template > Case status property to Filters.
5. In the Value dropdown, select Resolved-Completed and click Submit.
6. In the Create Operator section, click More fields.
7. Drag the Create Operator > Reports to field to Filters.
8. In the Value dropdown, select CSManager and click Submit.
9. Drag Create Operator > Operator ID to Dimensions.
10. Click Save as Insight.
11. Enter the Name Cases resolved by Alpha Team.
12. In the Visibility dropdown, select Shared – Users with access.
13. In the Shared with dropdown, select All.
14. Click Submit.

2 Add an Insight to your dashboard

1. From the left navigation menu click Dashboards.
2. Click Manager dashboard.
3. Click Edit.
4. In Region B, click + Add.
5. Enter Cases resolved by Alpha Team and click Add.
6. Drag Cases resolved by Alpha Team to the second report in Region B.
7. Click Save dashboard.

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Available in the following mission:

• Pega Customer Service Foundation v6