Exploring data with insights
The Explore Data reporting tool allows managers to preview and analyze Pega Customer Service™ application data quickly. It enables you to filter and sort data by various criteria and display it using multiple graph types.
For example, a manager can access the information on the handle time of all customer interactions on their team. The manager can then sort it by case type and display the average handle time per available case type. This gives managers a high-level view of what types of service requests take the most time to handle.
You can save a personalized data view as an insight table or chart. It is then listed by data object on the Explore Data landing page.
Insights
Insights transform selected data into tables or interactive charts.
For example, you can represent the average handle time per case type by using a pie chart and enable clickablity on a portion of the pie chart. This interactivity lets you to drill down to the next dimension and display the handle times of individual cases.
The Explore Data tool for Pega Customer Service™ comes with two preconfigured insights:
- Average handle time by CSR over last week
- Average handle time by channel over last thirty days
Dashboards
Managers can access the Explore Data tool in the Home menu of the Interaction Portal. For detailed instructions on how to verify if your application meets the requirements to run this tool, see Check for Explore Data readiness section of Explore Data tool | Pega Documentation.
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