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Module

Managing customer interactions

3 Topics

25 mins

 Visible to: All users
Beginner Pega Customer Service 8.8 English
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Voice AI provides tools to allow managers to monitor and evaluate interactions between a customer and a CSR. Managers can use real-time alerts and live transcripts to monitor critical situations. Call summaries and post-call analytics help managers to coach CSRs.

After completing this module, you should be able to:

Configure a topic to trigger a real-time manager alert.
Use alerts and live transcripts to monitor critical situations.
Use post-call analytics to improve agent productivity.

Available in the following mission:

Pega Voice AI v2

Topics

Manager alerts

10 mins

Creating a manager alert

5 mins

Call summaries

5 mins

Module Quiz

5 mins

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