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Configuring the suggested actions settings

Suggest edit Updated on March 16, 2021

Configure the suggested actions settings to determine whether Pega Customer Service suggests the next best task to the CSR at the end of a customer interaction, and which features the application uses to present that information.

  1. In the navigation pane of App Studio, click SettingsGeneral.
  2. In the list of general settings, click Suggested actions.
  3. To present intelligent guidance-based suggested tasks to the CSR, complete the following steps:
    1. Select the Enable intelligent guidance check box.
      Note: You can use the Auto-Launch feature to automatically launch an intelligent guidance-based suggested task, regardless of whether this setting is selected. For more information, see "Configuring the Auto-Launch of Intent Tasks" in Intelligent guidance suggested actions.
    2. Select the maximum number of intelligent guidance suggested actions to show at one time. Select a value between 1 and 5 in the Maximum number of actions displayed list.
      The default value is 1, meaning that only one suggested task is presented at a time.
    3. To use the intelligent guidance case match feature to present an in-progress case as the next best action, select the Enable case match check box.

      The case match feature uses granular case match rules to prevent duplicate cases by recognizing existing cases that are similar to the new one. To ensure the fastest screen load times, businesses that do not require this feature should leave it turned off. For information, see Creating Case Match rules.

      Note: This setting has no impact on the duplicate case search feature that you can enable for each templatized case type. For information, see "Configuring case processing options" in Creating a new case type from a template.
  4. If you have a license for Pega Customer Decision Hub (CDH) data, and you want to present CDH-based suggested actions to the CSR, select the Enable Customer Decision Hub check box, and then enter the Customer Decision Hub server URL.
    The CDH data used for suggested tasks can include customer context, contact center, and other contextual information.

    When CDH is enabled, Augmented Agent suggested replies are based on the CDH adaptive models. When CDH is not enabled, Augmented Agent suggested replies are based on the default topic models.

  5. Click Save.
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