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
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