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Setting up your organization and users

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The topics in this section describe how to set up the organization units associated with your application rules, and how to configure the application operators and privileges.

Defining the organization

Use the organization structure for routing and reporting within the application. Typically, the application organization structure does not map operators exactly to the site's organization chart but instead, it maps the work that those operators do.

Each division represents a call center within your organization, and each unit represents a team within that call center. An organization can have multiple call centers and each call center can have multiple teams. You can identify a manager or team lead for each level of the organization. For Pega Customer Service for Communications, the case-level metrics for real-time dashboards are based on this organization hierarchy.

To configure your organization, see Setting up your organization structure. Note that you can also configure your organization when you create your implementation application. For more information, see Creating your Pega Customer Service implementation application.

Defining the operator attributes

An operator's access group affects what the operator can do in the application. In addition to the access group, three fields in the operator record influence how the application handles assignment of work to the user.

  • Work group
  • Chat and messaging settings
  • Skills
  • Calendar
In many implementations, it is more efficient for the application to set values in the operator record during the authentication process than it is to have an administrator manually maintain these records. These rules must be configured as part of the authentication mechanism for your site. For more information, see More about Authentication Services.

Defining the operator work group

The work group setting in the operator record affects how the application delivers work to the operator.

  1. Review the Operator record.

  2. Determine the rules for assigning a work group to an operator or the role that multiple operators hold.

  3. Log in by using an administrator account.

  4. In the header of Dev Studio, click Configure Org & Security Organization Operators .

  5. Select an operator ID.

  6. On the Work tab, review the work group information for the operator record.

  7. Determine your policy for assigning a work group to an operator or the role that multiple operators hold.

Defining chat and messaging settings for an operator

The Chat and messaging attributes in the operator record overrides the global settings for chat and messaging, such as the conversation handling capacity of a customer service representative (CSR) and the wait time to allow for the chat window to evaluate the customer queries. For more information about the global chat and messaging settings, see Chat and messaging configuration.

  1. In the navigation pane of App Studio, click Users People and select an operator record.

  2. To define the number of concurrent conversations a CSR can handle at a same time, in the Chat and messaging section, enter a value in the Max concurrent conversations (from this queue) field.

    If the you set the maximum concurrent conversations a CSR can handle to 5, a CSR can work on 5 concurrent conversations only.
  3. Define the frequency of backlog interactions to a CSR instantly or based on certain time frame.

    1. If you set the frequency to Instantly, all the backlog interactions gets assigned to the customer based on the number of concurrent conversations a CSR can handle.

    1. If you select the For every option, you can set the frequency delay in getting the backlog interaction assignment to the CSR based on the time (in Minutes).

      If you set the frequency delay time to 5 Minutes, and the maximum concurrent conversations is set to 5, then for every 1 Minute a new interaction assignment gets assigned to the CSR.
  4. Click Save.

Defining the operator skills

Skill settings in the operator record affect how the application routes work to the operator. Skill settings also affect how the application gets the most appropriate work when using the Get Next Work feature. You must determine the skills that are appropriate for your application and operators.

  1. Define the skills that are needed for the application.

  2. Determine which operator records or roles should be associated with those skills.

Defining the operator calendar

The application calendar affects date calculations within the application, such as the date between business days calculation, and the SLA goal and deadline date calculation. The calendar on the operator record is relevant only if you have users who are not working in the same time zone as the rest of the organization. Otherwise, the application uses the calendar on the organization record and you can skip this step.

Operator calendars will have an impact on chat availability. If a chat request comes in after or before the business hours defined in the specified calendar, then the requestor receives "Off-hours behavior message".

  1. Determine the calendar instances that are needed for your application.

  2. Determine which operator roles need a distinct calendar.

  3. Determine the operator location.

    For more information, see Specifying calendar navigation options.
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