Module

Managing customer interactions

4 Topics

30 mins

Visible to: All users

Beginner

Pega Customer Service '24.1

Pega Customer Service '23

English

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 v4

Topics

Manager alerts

10 mins

Creating a manager alert

5 mins

Call summaries

5 mins

Voice AI system health

5 mins

Module Quiz

5 mins

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Managing customer interactions

After completing this module, you should be able to:

Available in the following mission:

Topics

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