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Leveraging reports in the contact center

Archived

4 Tasks

15 mins

Visible to: All users
Beginner
Pega Customer Service
English
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Scenario

As a manager, you need to use reports to get visibility into the application. In this exercise, you will create and resolve service cases from both email and phone channels. You will also use multiple users to resolve the service cases. You’ll then look at a few reports that show what has occurred in your application. 

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

Role

Username

Password

Customer

customer1

password

CSR

Cacsr

rules

Manager

Camanager

rules

Your assignment consists of the following tasks:

Task 1: From the email client, write email messages to create email service cases.

Task 2: As a CSR, complete the cases generated from emails and run a service case for each one, for example, Statement Copy or Address Change.

Task 3: As a CSR Manager complete several phone interactions.

Task 4: As a CSR Manager, observe the following reports from the Interaction reports category:

  • Interaction Summary by Channel
  • Interaction Time Trend by Reason
  • AHT Trend by CSR

Challenge Walkthrough

Detailed Tasks

1 Write emails

  1. Go to the exercise system starting page (http://<exercise system IP address>) and click the Email Client link to open the email client.
  2. Log in and use the credentials customer1/password.
  3. Click Mail to access the Inbox.
  4. Click Write mail to compose a new email.
  5. Send the email to [email protected]
  6. Enter any subject and some content for the email. Then click Send message.
  7. Send two more messages to the same user.
  8. Click Log off to leave the email client.

2 Complete email interactions

  1. Go to the exercise system starting page (http://<exercise system IP address>) and click the Pega Infinity™ link to open Pega Customer Service.
  2. Log in with the username CACSR and password rules.
  3. Click the My workbaskets tab.
  4. Select Inbound correspondence to view cases generated from incoming emails.
  5. Select one of the case IDs that was generated from your email.
  6. In the Last name field, enter Connor.
Note: Note: The Search tab will appear only if the customer isn’t identified for a launched interaction.
  1. After the search results are returned select Connor and click Submit.
  2. Select an account and click Submit this will associate this case to Sara Connor.
  3. Click + and then select a service case.
Note: Note: Any service case will work, we recommend using Address Change, Statement Copy, or Disupute Transaction.
  1. Follow the steps in the service case and complete it.
  2. Optionally, respond via email.
  3. Click the flag icon to wrap up the service case.
  4. Click Submit to complete the interaction.
  5. Repeat this section for the other two emails. You may want to use different service cases to get more interesting data.
  6. Log out of the Interaction Portal.

3 Complete phone interactions

  1. Log in with the username CAManager and password rules.
  2. Click + New > Demo Screen Pops > CONNOR to simulate a phone call.
  3. Click Accept to start the interaction.
  4. Click + Add Task.
  5. Select a service case to complete.
Note: Note: Any service case will work, we recommend using Address Change, Statement Copy, or Disupute Transaction.
  1. Complete the service case and then click the flag icon to wrap up the service case.
  2. Click Submit to complete the interaction.
  3. Repeat this section and complete two additional calls. You may want to use different service cases to get more interesting data.

4 Review your work with reports

  1. In the left menu, click My Reports to access reports.
  2. From the Public Categories, click Interaction reports.
  3. Click on the links for the following reports:
    • Interaction Summary by Channel
    • Interaction Time Trend by Reason
    • AHT Trend by CSR
Note: Note: You may see some additional phone interactions in addition to the ones you created. These were used to prepare the cloud environment.


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