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Call transfers
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Modul
Call transfers
2 Themen
15 Min.
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Learn about the different types of transfers available in Pega Call and how you can transfer a call from one agent to another in the Interaction...
Coexistence for Constellation service requests
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Modul
Coexistence for Constellation service requests
5 Themen
40 Min.
Pega Customer Service 8.8 -
Learn how to configure Coexistence feature of the Pega Customer Service™ application. Coexistence feature allows you to use a Pega Platform™...
Configuring a CTI Link
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Modul
Configuring a CTI Link
2 Themen
15 Min.
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The Pega Call™ CTI Link is the interface between the Pega Platform™ and a Computer Telephony Integration (CTI) platform. The CTI Link configuration...
Configuring chat queues and routing
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Modul
Configuring chat queues and routing
5 Themen
40 Min.
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You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any...
Configuring common phrases for agents
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Modul
Configuring common phrases for agents
1 Thema
10 Min.
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Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...
Configuring customer verification
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Modul
Configuring customer verification
2 Themen
20 Min.
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The Customer verification feature provides a pool of security questions that a customer service representative (CSR) can use to verify customer...
Configuring Digital Messaging Manager
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Modul
Configuring Digital Messaging Manager
8 Themen
1 Std. 10 Min.
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The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...
Configuring Pega Call
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Modul
Configuring Pega Call
5 Themen
50 Min.
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The Pega Call configuration wizard guides you through connecting your telephony system to Pega Customer Service™. This module describes the settings...
Configuring Pega Knowledge troubleshooters
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Modul
Configuring Pega Knowledge troubleshooters
3 Themen
30 Min.
Pega Customer Service 8.7 -
Learn how to configure Pega Knowledge™ troubleshooters for a Pega Customer Service™ application and provide dynamic diagnostics capabilities to help...
Creating a case from email
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Modul
Creating a case from email
2 Themen
20 Min.
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Pega Email Bot™ can improve email response by starting a service case based on the content of a customer email.