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Monitoring Your Contact Center with Reports

This module is intended for customer service managers who want to know the different ways to observe what is happening in their contact center.

Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn about the existing out of the box reports and dashboard widgets. You will then practice using a cloud-based exercise system.

What you'll learn

By the end of this course, you will be able to successfully:

  • Run reports to observe the data about cases you’ve completed
  • Describe when you would use a report or a dashboard widget

Course Outline

  1. Monitoring your contact center with reports

    • Before you begin
    • Tell me how to monitor a contact center
    • Let me use reports to observe the contact center
    • Before you leave

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level

    Beginner

  • Duration

    20 minutes

  • Platform Version

    8.1

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