Reporting and key performance indicators in Pega Collections
Accurate and timely reporting is of chief importance to any collections organization. Pega Collections™ supports collections reporting requirements through dashboards and production reports. The Dashboard view supports real-time data display. Production reports that are available in the My Reports view of the Interaction Portal focus on time-based aspects of collections, such as cash collected and promises to make a payment. Businesses can also extract reporting data to a data warehouse of choice for use in external query tools.
Dashboard
The real-time Dashboard view is hierarchical. Collectors and managers can have their own views that consist of custom sets of statistics. Real-time feedback promotes good behaviors in the collections operations as it allows the collectors to self-adjust their performance throughout the day based on the knowledge of the achieved targets.
For example, executives and managers can oversee an entire call center or region through their dashboards as it is completely user definable.
The following example shows the typical Dashboard view of a collections agent.
In the following figure, click the + icons to learn more about the individual dashboard widgets:
Key performance indicators
Pega Collections has real-time key performance indicators (KPIs) that are available for each role to monitor the individual and team performance of the collections organization.
Collections agents commonly use the following KPIs:
- Promise Value
- Cash Collection
- Average Handle Time
Supervisors commonly use the following KPIs:
- Promise Value by Team
- Cash Collection by Team
- Inventory (snapshot view of the status or workbasket of cases in collections)
This Topic is available in the following Module:
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