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Script adherence
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Módulo
Script adherence
3 Temas
20 minutos
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Suggested cases
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Módulo
Suggested cases
3 Temas
25 minutos
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Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.
Suggested knowledge articles
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Módulo
Suggested knowledge articles
3 Temas
20 minutos
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Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Voice AI components
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Módulo
Voice AI components
2 Temas
15 minutos
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Learn how Pega Voice AI™ integrates with your Pega Customer Service™ application. Understand the components of the Voice AI architecture and how these...
Working with Voice AI models
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Módulo
Working with Voice AI models
2 Temas
15 minutos
Pega Customer Service 8.8 -
You can customize the models that Pega Voice AI uses to transcribe customer conversations and identify topics and entities. Working with Pega Support...
Creating Insights for BAs
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Reto
Creating Insights for BAs
2 Tareas
25 minutos
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GoGoRoad stakeholders would like to know the number of Assistance Request Cases that have been requested over the past 30 days. The stakeholders...
Creating a custom business report
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Reto
Creating a custom business report
4 Tareas
15 minutos
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Stakeholders would like to know the number of Cases that have been requested over the past month. You have been asked to define a report to track the...
Configuring a dashboard
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Reto
Configuring a dashboard
2 Tareas
30 minutos
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Stakeholders have seen growth in the use of the Assistance request application. They want to confirm that, even though Cases are increasing, they are...
Creating reports that combine data from multiple classes
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Reto
Creating reports that combine data from multiple classes
2 Tareas
30 minutos
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The business partners in the Human Resources (HR) department request two reports.
The first report must track the progress of candidate Cases...
Creating an Insight
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Reto
Creating an Insight
2 Tareas
15 minutos
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Stakeholders would like to know the number of Cases that have been requested over the past month. You have been asked to define a report to track the...