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Monitoring the Deployment Manager pipelines
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Module
Monitoring the Deployment Manager pipelines
3 Topics
20 mins
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In this module, you learn how to monitor deployments. You also learn about the pipeline reports and how can you use them to improve the performance of...
Monitoring your contact center with Insights
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Module
Monitoring your contact center with Insights
2 Topics
15 mins
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Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Pega Voice AI introduction
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Module
Pega Voice AI introduction
2 Topics
25 mins
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
Performing Pega scenario testing
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Module
Performing Pega scenario testing
6 Topics
35 mins
All Products -
This module provides an overview of the various sections of a Pega scenario test case. In this module, you learn about the Application: Scenario...
Performing Pega unit testing
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Module
Performing Pega unit testing
7 Topics
53 mins
All Products -
This module provides an overview of the various sections of a Pega unit test case. From this module, you learn about the Application: Unit test...
Pipeline templates
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Module
Pipeline templates
6 Topics
41 mins
All Products -
This module covers the various pipeline templates that help you structure pipelines for their ultimate purpose, as well separate business needs for...
Presenting suggestions for agents
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Module
Presenting suggestions for agents
4 Topics
35 mins
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During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...
Quality visualization for a Pega Platform application
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Module
Quality visualization for a Pega Platform application
3 Topics
25 mins
All Products -
This module describes various quality metrics on the Application Quality dashboard to monitor the functional quality of a Pega Platform™ application...
Script adherence
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Module
Script adherence
3 Topics
20 mins
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Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...
Suggested cases
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Module
Suggested cases
3 Topics
25 mins
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Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.