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Configuring the suggested actions settings

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Configure the suggested actions settings to determine whether Pega Customer Service suggests the next best task to the CSR at the end of a customer interaction, and which features the application uses to present that information.

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

  2. In the list of general settings, click Suggested actions.

  3. To present intelligent guidance-based suggested tasks to the CSR, complete the following steps:

    1. Select the Enable intelligent guidance check box.

      You can use the Auto-Launch feature to automatically launch an intelligent guidance-based suggested task, regardless of whether this setting is selected. For more information, see Configuring the Auto-Launch of Intent Tasks.
    2. Select the maximum number of intelligent guidance suggested actions to show at one time. Select a value between 1 and 5 in the Maximum number of actions displayed list.

      The default value is 1, meaning that only one suggested task is presented at a time.
  4. If you have a license for Pega Customer Decision Hub (CDH) data, and you want to present CDH-based suggested actions and Augmented Agent suggested replies to the CSR, select the Enable Customer Decision Hub check box, and then enter the Customer Decision Hub server URL.

    The CDH data used for suggested tasks can include customer context, contact center, and other contextual information.
  5. Click Save.

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