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Call transfers
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Module
Call transfers
2 Rubriques
15 mins
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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...
Creating a case from email
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Module
Creating a case from email
2 Rubriques
20 mins
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Pega Email Bot™ can improve email response by starting a service case based on the content of a customer email.
Creating custom tabs
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Module
Creating custom tabs
2 Rubriques
25 mins
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Learn how to create your own customer composite tabs. Customer composite tabs are used to display a logical group of information to a user in Pega...
Enabling accessibility features in applications
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Module
Enabling accessibility features in applications
1 Rubrique
20 mins
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In Pega Platform™ applications, you can enable accessibility without reconfiguring the existing user interface (UI). For example, some users require...
Intelligent email
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Module
Intelligent email
3 Rubriques
20 mins
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Learn how Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and...
Localizing application content
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Module
Localizing application content
2 Rubriques
30 mins
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Pega Platform™ applications can be configured to meet localization needs for work in different languages and time zones.
Routing email based on content
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Module
Routing email based on content
3 Rubriques
25 mins
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Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...
Screen pops
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Module
Screen pops
2 Rubriques
15 mins
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Learn how to use screen pops to provide a summary of information to agents when a call arrives.
Service requests
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Module
Service requests
9 Rubriques
50 mins
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This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...
Telephony controls
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Module
Telephony controls
2 Rubriques
20 mins
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A customer service representative (CSR) logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the...