Exploring data with insights
The Explore Data reporting tool empowers managers to swiftly preview and analyze data from the Pega Customer Service™ application. This tool facilitates data filtering and sorting based on various criteria, and presents the information using diverse graph styles.
For instance, a manager can obtain data regarding the handle time for all customer interactions within their team. They can then organize this information by case type and showcase the average handle time for each case type. This provides managers with a comprehensive overview of the service requests that demand the most time to address.
Users can save customized data views as insight tables or charts, which are then displayed by data object on the Explore Data landing page.
Insights
Insights introduce a new authoring experience for reports in Constellation, designed to retrieve and present data through a robust set of visualization and authoring features, achieved by integrating with data view APIs. Insights and dashboards emphasize KPI-focused charts, assisting CSR managers in monitoring team performance and taking appropriate actions. Insights convert selected data into tables or interactive charts.
For instance, you can depict the average handle time per case type using a pie chart and enable interactivity on a segment of the chart. This clickable feature allows you to delve into the next dimension and display the handle times for individual cases.
Dashboards
A dashboard is a centralized workspace that displays operational information about your application and key performance indicators, such as the number of assigned items or the average time to resolve a case. It can include charts, reports, worklists, and other widgets.
Pega Customer Service includes two dashboards, a manager dashboard and a service operations dashboard.
The Manager dashboard is built with Manager CSR supervisor-focused KPI reports which showcases the efficiency of actionable insights with Pega Customer Service, for example, an Insight that displays the case volume by case type.
The Service operations dashboard is used by CSR Manager and provides a concise and visual overview of key performance metrics and operational insights, for example, an Insight that shows the Interaction throughput by channel.
The following is an example of the manager dashboard:
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