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Configuring property parameters

For each customer inquiry property that a CSR can share with a customer, you can modify the parameters to better meet your business needs, such as changing the interaction history description that appears in the Wrap Up window and audit trail.

  1. In App Studio, open the Customer Inquiry section in Design mode:

    1. In the header of App Studio, click Preview to launch the Interaction Portal.

    2. In the header of App Studio, click New Demo Screen Pops Demo Pop - Connor , and then click Accept.

      When modifying interaction rules from App Studio, remember that the changes apply only to the currently open interaction type. In this case, the demo pop is a phone interaction, and the changes that you make will be saved to the rule for the phone channel only, for example, PegaCA-Work-Interaction-Call. To modify the Customer Inquiry for other channels, start an interaction of that type in the Interaction Portal, and then switch to Design mode.
    3. On the Account tab of the Customer composite, click the Customer Inquiry toggle to turn on the feature.

    4. In the header of App Studio, click Design to start design mode.

  2. Hover the cursor over the section that contains the property that you want to edit, and then click the Edit this section icon.

    Editing an existing property
    Hover the cursor over an existing property to edit it
    The right pane displays the section details, which typically consists of the Customer Inquiry check box followed by the property.
    Section details for a single property
    To edit parameters for a single property, open the section and edit
                                the parameters
  3. Hover the cursor over the Customer Inquiry entry that provides the check box for the section (for example, Text Input in the previous figure), and then click the Edit this Customer Inquiry icon ().

    For properties that have multiple pre-defined values (for example, the Status property can have a value of Active or Inactive), each possible value has a separate Customer Inquiry entry in order to define different parameters for each possible value.
  4. Click the Parameters tab.

    Customer inquiry parameters
    Parameters include an interaction reason, interaction history
                                message, and auto-generated response content
  5. In the Associated Property name field, enter the tooltip text to show to CSRs when they hover their cursor above this property.

  6. In the Reason for interaction drop down value field, enter a short description of what information the CSR shared with the customer.

    This description populates the Wrap Up window's Reason for interaction list, in addition to any other reason codes that might be associated with the current interaction. During wrap up, a CSR selects the reason for the interaction from that list. If the interaction included multiple customer inquiries, the reasons associated with each of those properties are available for selection.
  7. In the Wrap Up history task description field, enter the description to show in the Wrap Up window and audit history when the CSR or integrated third-party Interactive Voice Response (IVR) system share this property with a customer.

    This field can include placeholders for account properties, for example {.Account.AvailableBalance}. To see an example of the required syntax for property placeholders, delete the current value. The empty field displays the sample syntax.
  8. In the Shareable string in digital channels field, enter the reply that the application generates in the digital messaging window, email response window, or third-party IVR system response.

    This field can include placeholders for account properties, for example {.Account.AvailableBalance}. To see an example of the required syntax for property placeholders, delete the current value. The empty field displays the sample syntax.
  9. Click Apply.

  10. Click Exit preview.

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