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Table of Contents

Omni-channel features

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The topics in this section describe features that support CSR work across all channels.

Configuring customer verification

An administrator can configure customer verification settings to verify an unidentified customer to ensure the authenticity of the customer.

The customer verification can happen at the start of the interaction, before launching a service case, or both. The verification settings include a default pool of security questions that are sourced from different data sources, such as account, contact, and so on. Managers can assign a score to each question based on its criticality.

For Pega Customer Service for Healthcare, although the customer verification flow functionality is not set up by default, these capabilities are available to extend into your implementation.

Setting the verification conditions

You can modify the number of security questions that a customer service representative (CSR) must ask to verify an unidentified customer. To pass the verification, customer must earn the required score that is configured for interaction and service cases, where applicable.

  1. In the navigation panel of App Studio, click Tools Customer verification .

  2. To define the maximum number of questions that display to the CSR for verification, select a value from the Maximum number of fields to display to operator list.

  3. To define the minimum number of questions to ask and verify, select the value from the Minimum number of fields for operator to verify successfully list.

  4. To decide whether to bypass the customer verification or not, select an option from the Allow an operator to bypass verification list.

    • Select Yes to allow CSR to skip the verification at the start of an interaction.

      Bypassing the verification allows the CSR to process interaction and service cases for the particular customer without any verification. The record of cases that bypasses verification are captured in the interaction history

    • Select No if the verification is required.
  5. To verify an unidentified customer at the start of an interaction, select Yes at the Ask verification questions at the start of the interaction? field. Otherwise, select No.

  6. Click Save.

Managing the verification fields to display security questions

As an administrator, you can define which fields to display to the customer service representative (CSR) as security questions during the information-based customer authentication process. The source of these fields can be from a any database, such as contact, account, and so on. For example, if you select the Country field, then the unidentified customer must answer the country that is saved in the system of record to successfully complete the verification process.

  1. In the navigation panel of App Studio, click Tools Customer verification .

  2. In the Verification fields section, repeat the following steps to configure each field.

    1. Click Add field.

    2. To provide the source of the database questions, select a value from the Source list.

      The customer is verified based on the data source value selected in the Source list. For more information about enabling the data source for customer verification, see Using data sources.
    3. Select a field from the selected data source in the Field list.

    4. To decide when the questions should display to the CSR, select a value from the Apply to list.

      • Interaction: Verify the customer at the start of an interaction.
      • Service case: Verify the customer before accessing a service case.
      • Interaction and Service case: Verify the customer both at the start of an interaction and before accessing a service case.
      All the fields in the Verification fields table are interdependent. Which means that the value selected in the Apply to field is dependent on the value that is selected in the Source field to display the configured verification question to the CSR during the customer verification process.
      If you select the following values in the Verification fields table: Source: Contact, Field: Middle name, and Apply to: Interaction, the CSR can see the customer verification question soon after selecting the customer contact record.
    5. To add a score for each field that is used for calculation at the time of verification, enter a value in the Points per correct answer field.

  3. Click Save.

Managing the score for customer verification

As an administrator, you can configure the minimum score to verify an unidentified customer, and you can vary this value by interaction and service case. The score is determined by adding the values associated with each question that the customer answers correctly. For example, if the verification score for a service case is defined as 10, then the customer must obtain a score of 10 by answering one or more questions correctly.

The score threshold value works in conjunction with the Minimum number of fields for operator to verify successfully field, described in Setting the verification conditions section above. For example, if the Minimum number of fields for operator to verify successfully field is set to 2 and Score threshold required field is set to 10, the customer must correctly answer at least two questions and obtain the required score of 10. If the customer correctly answered a single question that has a score of 10, the customer would still need to correctly answer at least one more question to meet the criteria of minimum questions to be asked. 
To enable customer verification for a service case, you must configure the service case in the SetCaseForVerification data transform, and also add the ServiceCaseVerification flow to the service case. For more information about how to create data transform, see Data transforms.
  1. In the navigation panel of App Studio, click Tools Customer verification .

  2. In the Verification scores section, define the score that is required to start an interaction by entering a value in the Score threshold required to begin an interaction field.

  3. To define the minimum score for individual service cases, complete the following steps:

    1. Click Add service case

    2. Enter the case type name in the Service cases field.

    3. Enter the minimum score to verify the customer in the Score threshold required field.

    4. To add more service cases, repeat the previous steps.

  4. Click Save.

Configuring anonymous customer interactions

This content does not apply to the communications application.

The anonymous customer interactions functionality helps customer service representatives assist customers who are not identified in the application through chat, email, phone, or social channels.

Customer service representatives often interact with users who are not identified as customers in the database. The users might call, chat, or post on Facebook to seek information about a new product. In such cases, a customer service representative does not need to pull up a contact or account information to reply to general inquiries from these users. Customer service representatives can assist anonymous customers using the following tabs: Search and General assistance.

While the anonymous customer interaction functionality is not set up by default in Pega Customer Service for Healthcare, these capabilities are available to extend into your implementation.
  1. To start an interaction with customers based on the channel of your choice, you can configure either the Search or General assistance tabs.

  2. To start the Chat channel on the General assistance tab, perform the following steps:

    1. In the Dev Studio Explorer panel, click App. In the search field, enter PegaCA-Work-Interaction for all applications except Pega Customer Service for Financial Services and enter PegaCPMFS-Work-Interaction for Pega Customer Service for Financial Services.

    2. Click Chat > Data Model > Data Transform > pyDefault.

    3. Click Save as and save the rule in your open ruleset.

    4. In the Label field, enter a name, and then click Create and open.

    5. In the Source field of the .DefaultTabInSearchScreen row, enter GeneralAssistance.

    6. Click Save.

    7. Repeat steps 1a to 1f for each of the channels that you want to modify.

  3. By default, the anonymous customer functionality is enabled. You can disable the General assistance, and New customer tabs by performing the following steps:

    You cannot disable the Search functionality.
    1. In Dev Studio, in the search field, enter and select CSInteractionSettings.

    2. Click Save as and save the rule in your open ruleset.

    3. In the Label field, enter a name, and then click Create and open.

    4. In the Source field of the .EnableAnonymousInteractions row, enter false.

    5. Click Save.

Configuring DNIS for anonymous customer

You can configure the Dialed number identification service (DNIS) numbers that map to service, acquisition, or other call or case types for your organization. This service helps organizations to determine and route incoming calls based on the DNIS number, which further directs customers to an appropriate category or section.

A new extension point, SetCustomerCallType, is used to configure the DNIS number to the required pyCalltype.

To configure the DNIS number, complete the following steps.

  1. In the Dev Studio Explorer panel, click Records > Decision > Decision Table.

  2. Search for and open the Set Custom Call Type decision table.

    1. To configure the phone numbers for your organization, click Private Edit.

    2. Double-click the if row of the DNIS column and enter the phone number.

      Do not enter the feature access code, 000.
    3. Click the Return column in front of the phone number that you added and click the search icon.

    4. In the Express Builder dialog, enter .pyCallType== “Acquisition”.

    5. Click the otherwise row of the Return column and enter .pyCallType== “Service”.

    6. To configure more phone numbers, click the Insert Row After icon.

    7. Click Save.

  3. To configure the parameters that are specific to the call type, search for and open the SetAnonymousDetails data transform. For example, Acquisition and Service. For more information on how to configure the parameters, see Data Transform form - Completing the Definitions tab.

    1. To add a row, on the Definitions tab, click the Add icon.

    2. From the Action list, select When.

    3. In the Target field, enter the category of the call type. For example, .pyCallType==”Acquisition”.

    4. In the Source field, enter the following parameters for the Acquisition call type in the child rows.

      Action Target Source
      Set .CallTypeDesc "Acquisition"
      Set .DefaultTabInSearchScreen "GeneralAssistance"
      Set offerAction .OfferAction
    5. Repeat step 3a through step 3d and configure the parameters for Service call type. Ensure that you enter .pyCallType==”Service” in the Target column and child rows as follows.

      Action Target Source
      Set .CallTypeDesc "Service"
      Set .DefaultTabInSearchScreen "Search"
      Set .OfferAction

Enabling the focus timer

Enable the focus timer if you want to track the time that a customer service representative (CSR) is actively engaged in an interaction. This tracking gives you improved insight into actual resolution times because the timer runs only when the interaction tab is active. If you enable the focus timer, the Average focus time widget displays average focus times by date and channel. By default, a CSR cannot see the focus timer, but you can optionally display the focus timer on the interaction tab.

The focus timer is separate from the interaction timer. The interaction timer is visible during a live interaction and shows the duration of the interaction from start to finish, including inactive time. When enabled, the focus timer appears in addition to the interaction timer.

For information about how to configure the focus timer, see Configuring agent productivity settings in Configuring application settings.

Configuring suggested work item reviews

During customer interactions, Pega Customer Service can suggest the review of a pending work item to a CSR.

To configure the suggested work item review, copy the CAReviewServiceItems rule from one of the following rulesets to your application ruleset, and then configure the rule based on your business requirements.

  • For all applications except Pega Customer Service for Insurance, copy from the PegaAppCA ruleset.
  • For Pega Customer Service for Insurance, copy from the PegaInsureCPM ruleset.

For more information, see Configuring suggested work item reviews.

Adding and enabling data masking

A chat interaction, and the resulting history logs, can contain sensitive data such as account numbers, policy numbers, and Social Security numbers. Hide this data and mask it in the transcripts that are shared with a customer service representative (CSR). The sensitive data is masked to ensure that the confidential information is not displayed in interaction scripts or emails and is not stored in a database.

When you add a mask to the interaction scripts, the user-entered values are masked in the configured format, for example XXX-XX-NNNN for Social Security number. You can enable or disable a mask based on your business needs.

  1. In the navigation panel of the Interaction Portal, click Application Tools.

  2. Click the Data masking tab.

  3. To add a new mask, click Add mask.

  4. To add data masking to a specific channel, select the Channel from the list.

  5. If you want to enable the mask, select the Enable this mask check box.

    The Mask enabled column displays a green tick mark that indicates the mask is enabled.
  6. In the add mask dialog, complete the displayed fields.

  7. Optional:

    If the data entered has special characters, select the Advanced mode check box and enter the validation masks in Validation regex field.

  8. Optional:

    To test and validate the configuration, enter the sample text in the Test your validation field and click Test.

  9. Click Submit.

To disable an existing mask, select the mask from the list and click the Gear icon. In the Edit mask dialog, clear the Enable this mask check box. The Mask enabled column displays a cross mark that indicates that the mask is disabled.


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