The My Work view

My Work is the default view that CSRs and managers see when they log into the Pega Collections Interaction Portal. Apart from the Pega Customer Service Messages & coaching and CSR performance widgets, the view provides access to the CSR's individual worklist, recent work, workbaskets assigned to them, and the system-generated collection cases. Managers can also access a worklist for each of their team members.

The following screenshot shows the My Work view of a collections agent:

The My Work view does not show exactly when the CSR needs to perform their work, or when the SLA associated with it expires. This is because the system populates all workbaskets using business-defined rules that set the priority and urgency of each case. Multi-level SLAs drive cases to the appropriate position in the worklist and can, if required, escalate cases between worklists, to supervisors or mentors.