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Configuring the Estimated Application Savings report

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The Estimated Application Savings report calculates the savings achieved using Pega Customer Service by comparing the call duration for a service process against an average benchmark for the same process run in a legacy system. The time savings are then multiplied by a cost factor to apply a dollar value to the savings achieved.

Setting up the report

Record the following information.

  • An interaction cost per second value
  • A benchmark duration value for each process that you want to calculate
  • The SavingsAmount and TimeSavings Declare Expression rules
  • Optional updates to the savings report

Configuring the report

  1. Identify the relevant service case class that you want to add to the Estimated Application Savings report.

  2. Copy an instance of .CAProcessTimeCost to your ruleset, and then apply it to the relevant service case class.

  3. On the Expressions tab, update the cost value of CAProcessTimeCost as cost per second.

  4. Click Save.

  5. Copy an instance of .CABenchmarkDuration to your ruleset, and then apply it to the relevant service case class.

  6. On the Expressions tab, update the value of the duration in seconds.

  7. Click Save.

  8. Copy an instance of .SavingsAmount to your ruleset, and then apply it to the relevant service case class.

  9. On the Change Tracking tab, change Execute this expression to regardless of any pages it is contained in.

  10. Click Save.

  11. Copy an instance of .TimeSavings to your ruleset, and then apply it to the relevant service case class.

  12. On the Change Tracking tab, change Execute this expression to regardless of any pages it is contained in.

  13. Click Save.

  14. Repeat these steps for each service case class that you want to include in the calculation.

Modifying the Savings report

  1. Log in by using an administrator account. Dev Studio opens.

  2. In the navigation pane of Dev Studio, select PegaCA-Work Reports Report Definition CPMApplicationSavings .

  3. Edit the report to meet your requirements.

  4. Click Save.

Modifying the Drill-down report

  1. Open the User Interactions tab for the CPMApplicationSavings report definition.

  2. Copy an instance of the drill-down report to your ruleset.

  3. Modify the drill-down report.

  4. Update the CPMApplicationSavings report definition to point to the modified drill-down report.

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