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Challenge

Leveraging reports in the contact center

4 Tasks

15 mins

Visible to all users
Beginner Pega Customer Service 8.7 Reporting English

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

User name

Password

Customer

customer1

password

CSR

Cacsr

password123!

Manager

Camanager

password123!

Your assignment consists of the following tasks:

Task 1: Write email messages to create email service cases

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

Task 2: Complete creating email service cases

As a customer service representative (CSR), complete the cases generated from emails and run a service case for each one (for example, Statement Copy or Address Change).

Task 3: Complete phone interactions

As a CSR Manager, run at least one phone interaction.

Task 4: Observe Interaction reports

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

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

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



Available in the following mission:

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