Reporting considerations
When implementing or transitioning Pega Customer Service applications from UI-Kit to Constellation, reporting capabilities play a crucial role in maintaining operational visibility and performance monitoring. This topic explores the key reporting considerations that organizations must address and provides guidance on using both out-of-the-box and custom reporting solutions.
Effective reporting strategies ensure business continuity, enable data-driven decision-making, and support seamless transitions between different application architectures. Understanding these considerations helps organizations maintain comprehensive visibility into their customer service operations while during the transition process.
Best practices for reporting continuity
During Transition planning
Organizations should conduct a thorough CS UI-Kit reporting inventory analysis to identify all reports currently being used and determine which reports are critical for daily operations
- Conduct a Reporting Inventory: Perform detailed analysis of current CS UI-Kit reporting to understand utilization patterns and critical dependencies.
- Assess Out-of-the-Box Options: Review available CS Constellation insights and dashboards to identify coverage gaps.
- Plan Phased Implementation: Prioritize essential reports for immediate implementation while planning secondary reports for later phases.
- Design Integration Strategy: Plan how Pega Process Fabric Hub will support unified reporting across coexisting applications.
During Coexistence
Focus on primary or key reports and insights that are initially required for operational continuity. Secondary reports can be phased in as the transition progresses.
- Implement Unified Reporting: Use Pega Process Fabric Hub and D_UnifiedPFHubWLTasks Data Page for consolidated reporting across architectures.
- Maintain Parallel functionality: Keep separate application reporting available while building unified solutions.
- Monitor Performance: Ensure reporting performance meets operational requirements across both architectures.
- Plan Consolidation: Prepare for eventual migration to unified Constellation-based reporting.
The D_UnifiedPFHubWLTasks Data Page can pull CS-specific data, for example, SelectedServiceAccount and AccountNumber. You can use the same Data Page for additional information or invoke business-specific filters by using the extension points that Pega provides out of the box. For more information about the extension points, see Filtering data for the unified worklist and work queue.
Nota: All reports that involve coexistence-related case types have to be built using data from Process Fabric Hub. Refer to the D_UnifiedPFHubWLTasks Data Page as an example to understand the way to fetch data from Process Fabric Hub and build other reports that may be required during the transition phase.
Post transition
- Optimize Performance: Fine-tune reporting functionality based on actual usage patterns.
- Expand features: Implement additional reports and insights as operational needs evolve.
- Use Advanced Features: Use full Constellation reporting features for enhanced insights.
- Maintain Documentation: Keep reporting documentation current for ongoing maintenance and enhancement.
Out-of-the-box reporting features
Evaluate out-of-the-box insights available in CS Constellation applications before developing custom reports, as the comprehensive dashboard features will address many reporting needs. This section covers a brief overview of several dashboards, for more details about out-of-the-box Pega Customer Service dashboards, see Pega Customer Service Dashboards.
Manager and Service Operations Dashboards
These dashboards are available to Administrators in the CustomerService-Constellation:Admin Access Group and can be configured for Manager Access Groups. They feature:
- Interactions tracking and analysis
- Service cases monitoring
- Service-level agreement performance
- Top 5 reasons for interactions
- Case volume by Case Type
- Open service cases exceeding SLA deadlines
- Interaction throughput by Channel
- Top 5 service cases by longest resolution time
- Open service cases by status
- Average handle time with interactions volume
- Cases resolved by self-service and contact center
Email Bot Metrics Dashboard
Visible to all Access Groups, this dashboard provides insights into:
- Email interaction trends
- Email volume by Channel
- Email interaction resolution analysis
- Email interaction by topic
- Service cases created by email
Work Metrics Dashboard
Also visible to all Access Groups, featuring:
- Number of work items created daily
- Work volume by status
- Number of work items resolved daily
- Work items rejected/withdrawn by work status
By understanding out-of-the-box features, planning for coexistence scenarios, and following best practices for continuity, organizations can maintain comprehensive operational visibility while optimizing their customer service performance during transition scenarios.
The combination of Pega Process Fabric Hub integration, comprehensive dashboard features, and strategic planning ensures that reporting needs are met throughout the transition journey, supporting both immediate operational requirements and long-term strategic objectives.
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