Search
Presenting suggestions for agents
-
モジュール
Presenting suggestions for agents
4 トピック
35 分
-
During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Routing email based on content
-
モジュール
Routing email based on content
3 トピック
25 分
-
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
-
モジュール
Screen pops
2 トピック
15 分
-
Learn how to use screen pops to provide a summary of information to agents when a call arrives.
Script adherence
-
モジュール
Script adherence
3 トピック
20 分
-
Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Service requests
-
モジュール
Service requests
9 トピック
50 分
-
This module shows you how to create service requests using the Customer Service Request Template. Learn about the purpose, customization options, and...
Setting chat and messaging behavior
-
モジュール
Setting chat and messaging behavior
4 トピック
35 分
-
Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
-
モジュール
Setting up Messaging AI
5 トピック
50 分
-
Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Suggested cases
-
モジュール
Suggested cases
3 トピック
25 分
-
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
-
モジュール
Suggested knowledge articles
3 トピック
20 分
-
Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...
Suggesting tasks to agents
-
モジュール
Suggesting tasks to agents
2 トピック
30 分
-
Learn how to suggest tasks to customer service agents. You will learn how to configure dynamic suggestions using the Pega Customer Decision Hub.