Leveraging Insights

2 Tâches

5 mins

Pega Customer Service '25

Pega Customer Service '24.1 Pega Customer Service '24.1 Pega Customer Service '23

Visible par : All users Applies to: Pega Customer Service '25

Débutant

Anglais

Scénario

You've been asked by the manager overseeing the Alpha Team of customer service representatives, to efficiently monitor the number of interactions conducted by their team members directly from the manager dashboard. To achieve this, create an Insight report and add it into your dashboard, allowing you to track each team member's interactions effectively.

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

Role	User name	Password
Customer Service Administrator	CSAppAdmin	password123!
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 Column.
• Add the Operator name as a dimension
• Filter on the CS Manager reports.

Task 2: Add an Insight to your dashboard

In the Manager dashboard, add the newly created Insight.

 

Vous devez initier votre votre propre instance Pega pour compléter ce Défi.

L'initialisation peut prendre jusqu'à 5 minutes, donc soyez patient.

• Se connecter

Présentation du défi

Détail des tâches

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 CSAppAdmin.
   2. In the Password field, enter password123!.
2. In the left navigation area. click Explore data.
3. In the top right click Explore data > Interaction.
4. In the Display as list, select Chart.
5. Drag Create operator > Operator ID to the Add fields here part of the Dimensions section.
6. In the Create Operator section, click More fields, then drag Reports to field to the Add fields here part of the Filters section.
7. In the Value dropdown, select CSManager, then click Submit.
8. Click Save as Insight.
9. In the Name field, enter Interactions by Alpha Team.
10. In the Visibility list, select Shared – Users with access.
11. In the Shared list, select All, then click Submit.
12. In the bottom left corner, click CSAppAdmin > Log off to log out.

2 Add an Insight to your dashboard

1. On the exercise system landing page, click Pega Infinity™ to log in as a CS Manager:
   1. In the Username field, enter CSManager.
   2. In the Password field, enter password123!.
2. In the left navigation menu click Dashboards.
3. Click Manager dashboard.
4. Click Edit.
5. In Region B, click + Add.
6. Enter Interactions by Alpha Team, then click Add.
7. Drag Interactions by Alpha Team to the first position in Region B.
8. Click Save dashboard.

You have successfully added the insight to the Manager dashboard.

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Disponible dans la mission suivante :

• Pega Customer Service Foundation v9