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Configuring anonymous customer interactions

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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 transforms.

    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
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