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Table of Contents

Configuring application settings

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Pega Customer Service includes several categories of general settings that you review and configure to affect the behavior of the application and the experience of the end-users.

Configuring agent productivity settings

The agent productivity settings control Interaction Portal behavior.

  1. In the navigation pane of App Studio, click Settings General .

  2. In the list of general settings, click Agent productivity.

  3. From the Call timer refresh rate (secs) list, select the refresh rate to refresh the call timer: every 1 second, every 5 seconds, or every 10 seconds.

    Use the default 1-second rate provides a realistic timer for the CSR.
  4. To track the time that a CSR is actively engaged with each interaction, select the Enable focus timer check box.

    When this feature is enabled, the Average focus time widget displays average active interaction times by date and channel.
  5. To make the focus timer visible to the CSR by displaying it on the interaction tab, select the Display focus timer to CSRs check box.

    This check box is enabled only when the Enable focus timer check box is selected.
  6. To show the call center volume indicator icon in the Interaction Portal header, select the Display call volume indicator check box.

  7. From the Default service request category list, select the default category that is displayed in the interaction portal under the Add Task menu.

  8. To allow the customer service representatives to delete the interaction or pulse notes added to a contact during an interaction, select the Allow CSRs to delete Interaction or Pulse notes check box.

  9. To hide the email cases icon in the Interaction Portal header, select the Hide email cases check box.

    Always show the email cases icon if your application is enabled to receive email correspondence.
  10. To allow CSRs to move the email message composer window during a customer interaction, select the Enable email floating window check box. To use this capability, you must select Default only (normal mode) in the Email message composer size for CSRs field.

  11. In the Email message composer size for CSRs list, select the size of the email message composer window that CSRs use for email interactions.

    The email message composer window opens when a CSR creates a new outgoing email or responds to an incoming customer email. The larger composer window provides a larger editing area and a more complete view of the email message body, but takes up more space and blocks the view of underlying screens. The smaller composer window provides a smaller editing area, but the CSR is able to see more customer information, including the original email if replying to an email.
    • Default and expanded: The email composer window size is small by default, but the user can expand it to the larger size.
    • Default only: The email composer window is always small.
    • Expanded only: The email composer window is always large.
  12. In the Quick close list, select the application behavior when the CSR closes an interaction tab:

    • To automatically wrap up an interaction when the CSR closes the Interaction tab, select Auto quick wrap from the Quick close list. The status of the interaction changes to Resolved-Complete.

      Always select Auto quick wrap if you enable the Workforce Intelligence feature. Doing so ensures that interactions will have an end time value, which is an important metric for Workforce Intelligence.

    • To leave the interaction open and the interaction timer running, select None.
  13. Click Save.

Configuring Co-Browse settings

The Co-Browse settings determine whether the feature is enabled, how to connect to the Pega Co-Browse server, and whether users can view recorded sessions from the Interaction Portal.

  1. In the navigation pane of App Studio, click Settings General .

  2. In the list of general settings, click Co-Browse.

  3. To allow a CSR and customer to simultaneously view the same webpage during a chat or phone interaction, select the Enable Co-Browse check box.

  4. To connect to the Pega Co-Browse server, enter the Co-Browser server URL.

    Obtain this value from your Pega Co-Browse dashboard, as described in the Pega Co-Browse documentation.
  5. Enter the Pega Co-Browse token in the Co-Browse API token field.

    Obtain this value from your Pega Co-Browse dashboard, as described in the Pega Co-Browse documentation.
  6. Enter the Pega Co-Browse API key in the Co-Browse API Key field

    Obtain this value from your Pega Co-Browse dashboard, as described in the Pega Co-Browse documentation.
  7. To allow managers and CSRs to view recorded co-browsing sessions from the Recent Interactions section of the Interaction Portal, select the Enable Co-Browse recording playback check box.

    When this feature is enabled, a Play recording icon appears next to the interaction.

    This feature is supported only if you have enabled the recording of all co-browsing sessions by configuring the required setting in the Pega Co-Browse dashboard.
  8. Click Save.

Configuring knowledge management settings

The knowledge management settings enable the display of Pega Knowledge articles, and they also determine the maximum number of articles to suggest and the options for displaying articles in a chat window.

  1. In the navigation pane of App Studio, click Settings General .

  2. In the list of general settings, click Knowledge Management.

  3. To display relevant knowledge articles during an interaction, select the Enable display of knowledge articles check box.

  4. Select the Limit the number of suggested articles check box to restrict the number of articles displayed in the Suggested articles, Other relevant articles, and Articles viewed by the customer sections of the Interaction Portal.

    When this check box is cleared, the application provides pagination and scrolling capabilities to navigate through the list of articles.
  5. If you limit the number of suggested articles, enter the maximum number of articles that you want to display at one time.

    The default value is 3.
  6. If Internet Explorer is the only available browser, select the Use IE11 compatible version for knowledge display check box.

    This option will not display the newer knowledge panel features available in the ReactJS 8.5 version. It is recommended to use Microsoft Edge, Google Chrome, or Firefox browsers. If you select the check box, the Show article abstract, Show article category, Show article's last publication date, and Show like and dislike count are hidden.
  7. To see the articles abstract, select the Show article abstract check box.

  8. To see the articles category, select the Show article category check box.

  9. To see the date the article was published, select the Show article's last publication date check box.

  10. To see the like and dislike count for each article, select the Show like and dislike count check box.

  11. During a chat session, to allow a CSR to send a knowledge article in text format, select the Insert as text check box.

  12. During a chat session, to allow a CSR to send a link to a knowledge article, select the Insert as link check box.

    1. To display an article abstract with the link, select the Share abstract check box.

    2. To include lead-in text with the article link, select the Include lead-in text check box.

  13. When wrapping up an interaction, to select a knowledge article that was useful to resolving the interaction, select the Associate knowledge articles on interaction wrap up check box, and then select the article preferences that helped to resolve a case from the Predict most useful article list:

    Default knowledge article preference Description
    Never Do not select a default knowledge article at wrap-up
    First article viewed Select the first article viewed
    Last article viewed Select the last article viewed
    CSR time spent viewing Select the article that the CSR spent the most time viewing
    Selecting a useful knowledge article at wrap-up can save time because you can more easily find the article if a similar interaction occurs in the future.
  14. Click Save.

Configuring the Robotics setting

The Robotics setting enables the Start My Day feature, which automatically opens the applications required to support your work.

  1. In the navigation pane of App Studio, click Settings General .

  2. In the list of general settings, click Robotics.

  3. To enable the Start My Day feature so that CSRs can launch and log into other production applications automatically on start up, select Enable robotics assisted "Start My Day".

    If you enable this feature, the Interaction Portal header displays a Start My Day icon.
  4. Click Save.

Configuring the Sales Automation setting

The Sales Automation setting enables integration with the Pega Sales Automation application.

  1. In the navigation pane of App Studio, click Settings General .

  2. In the list of general settings, click click Sales Automation.

  3. To enable your application to use the pre-integrated Pega Sales Automation features, select the Enable Sales Automation check box.

  4. Click Save.

Configuring the Workforce Intelligence settings

The Workforce Intelligence settings enable Workforce Intelligence and connect to the Workforce Intelligence server.

  1. In the navigation pane of App Studio, click Settings General .

  2. In the list of general settings, click Workforce Intelligence.

  3. To enable the Workforce Intelligence feature, select Enable Workforce Intelligence.

  4. Enter the Workforce intelligence server URL.

    When you enter the server URL, a connection is established between the application and the Workforce Intelligence server that displays real-time user data on the Workforce Intelligence dashboard. This enables you to gain actionable insights on your team's activity inside Pega Platform and other desktop or browser applications, and it also helps to quantify automation opportunities and savings. For more information, see the Workforce Intelligence product page.
  5. Click Save.


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