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Pega Customer Service reports

Suggest edit Updated on July 8, 2021

All Pega Customer Service applications include the reports described in this section. To view a report, open the Interaction Portal, and then click the My Reports tab.

For information about additional reports for all Pega applications, see Report categories.

Application-specific reports

CSR Performance reports

Report nameRule nameReport description
CPM Coaching Sessions by EmployeeCPMCoachingSessionsByEmployeeThe number of coaching sessions by employee. No date parameters; includes all coaching sessions in the database.
CPM Coaching Sessions by Work TypeCPMCoachingSessionsByWorkTypeThe number of coaching sessions by work type. No date parameters; includes all coaching sessions in the database.
CPM Quality by ReasonCPMQualityByReasonThe number of cases resolved, cases resolved in 1-day, cases resolved in 5-days, cases reopened, cases that missed the SLA goal, and cases that missed the SLA deadline. No date parameters; includes all relevant work objects in the database.
CPM Quality By Reason (by CSR)CPMQualityByReasonCSRThe number of cases resolved, cases resolved in 1-day, cases resolved in 5-days, cases reopened, cases that missed the SLA goal, and cases that missed the SLA deadline, by CSR. No date parameters; includes all relevant work objects in the database.
CPM Quality By Resolve OperatorCPMQualityByResolveOpFor the current month, the number of cases by operator, grouped by number of cases resolved in 1-day, 5-days, and reopened.
CPM Quality Review Summary by EmployeeCPMQualityReviewSummary​ByEmployeeThe number of quality reviews by agent and rating (for example, Exceeds Expectations, Needs Improvement). No date parameters; includes all quality reviews in the database.
CPM Quality Review Summary by Overall RatingCPMQualityReviewSummary​ByOverallRatingA summary of quality reviews by rating. No date parameters; includes all quality reviews in the database.
CPM Quality Review Summary by Work Type CSRCPMQualityReviewSummary​ByWorkTypeCSRThe number of quality reviews by work type and rating, by CSR.
CPM Quality Reviews In Progress by Work TypeCPMQualityReviewsInProgress​ByWorkTypeThe number of quality reviews (Pending-Review) by work type. No date parameters; includes all quality reviews in the database.
CPM System Enhancement Request SummaryCPMSystemEnhancementRequest​SummaryThe number of system enhancement requests by disposition (for example, Under Construction, Scheduled for a Future Release). No date parameters; includes all system enhancement requests in the database.
Timeliness by OperatorAgeByAssigneeThe number of cases within the goal date, past the goal date, and past the goal deadline, grouped by operator.
Timeliness by Operator and Work TypeAgeByAssigneeByWorktypeThe number of cases within the Goal, past Goal, and past Deadline, by operator and work type (no date parameters; reports on all relevant work objects in the DB).
Timeliness by Work Type, for Current MonthCPMAgeResolvedByClassThe number of cases within the goal date, past the goal date, and past the goal deadline, grouped by work type.
Timeliness by WorkbasketAgeByWorkQueueThe number of cases within the goal date, past the goal date, and past the goal deadline, grouped by workbasket.

Customer Satisfaction reports

Metrics related to overall customer satisfaction as measured by satisfaction surveys and NPS surveys, by various categories such as channel, interaction reason, and customer value.

Report nameRule nameReport description
CPM Net Promoter® TrendCPMNetPromoterTrendNet Promoter Score by work type.
CPM Promoter Results CSRCPMPromoterResultsNet Promoter results by interaction channel, by CSR.
CPM Satisfaction ReportCPMSatisfactionFor the current and previous month, the number of interactions by operator and interaction disposition.
CPM Satisfaction Summary CSRCPMSatisfactionSummaryCSRFor the current and previous month, the interaction disposition (for example, Happy-Complimentary, Dissatisfied - Angry) by percentage for the operator.
Customer Satisfaction Surveys by Interaction Reason and ScoreCASatSurveyByReasonAndScoreFor the current month, the number of satisfaction surveys by interaction type and overall score.
Customer Satisfaction Surveys by Interaction TypeCASatSurveysByInteractionTypeThe number of customer satisfaction surveys for the current month, by interaction type.
Customer Satisfaction Surveys by RatingCASatSurveysByRatingFor the current month, the customer satisfaction survey ratings by rating.
Customer Satisfaction Surveys One Contact Analysis ReportCASatSurveyOneContactAnalysisFor the current month, the number of satisfaction surveys that were related to a prior interaction, by overall rating.
Detractor Reports By Interaction GoalDetractorReportByInteractionGoalThe percentage of Detractors by interaction goal.
Net Promoter AnalysisCANetPromoterAnalysisFor the current month, the Net Promoter Scores, grouped by category (Promoter, Passive, Detractor), interaction reason, and average interaction time.
Net Promoter by Category, For Current MonthCANetPromoterByCategoryDisplays the number of Net Promoter ratings by category (Promoter, Passive, Detractor) related to all resolved cases for the current month.
Net Promoter Categories by Goal, for current & previous monthCPMNetPromoterByGoalFor the current and previous month, the number of Net Promoter ratings by category (Promoter, Passive, Detractor), by interaction goal.
Net Promoter Trend by Reason for InteractionCANetPromoterTrendThe number of Net Promoter ratings by category (Promoter, Passive, Detractor) related to resolved cases for the current month, grouped by interaction reason.
Satisfaction Summary Report (Current and Previous Month)CPMSatisfactionSummaryThe number of completed interactions and their disposition (requires contact disposition in the Wrap-up screen to be enabled and utilized).

Interaction reports

Key operational information about customer interactions across channels, such as first contact resolution, average handle time, and interactions by channel.

Report nameRule nameReport description
AHT Trend By ChannelCSAHTTrendByChannelThe AHT trend by channel, by day.
AHT Trend By Channel - HourlyCSAHTTrendByChannelHourlyThe AHT trend by channel.
AHT Trend By CSRAHTByCSRThe AHT trend by CSR.
Case offer rate for proactive IVRIVACaseOfferRateForProactiveIVRThe rate of customers who are offered a case against those who are not offered a case in the IVR.
Case acceptance rate for proactive IVRIVACaseAcceptanceRateForProactiveIVRThe number of IVR interactions where a case was offered proactively and where it was accepted.
CPM Interaction Summary By Channel CSRCPMInteractionSummaryByChannelCSRFor the current month, the number of interactions by channel.
CPM Interaction Summary By ReasonCPMInteractionSummaryByReasonFor the current month, the number of interactions by reason (work type).
CPM One Contact Analysis SummaryCPMResolutionContactAnalysisSummaryFor the current month, the number of interactions by channel, that are and are not related to a prior interaction.
CPM Resolution AnalysisCPMResolutionAnalysisFor the current month, shows the following interaction statistics by operator: number and percentage related to prior interactions, percentage not related to prior interactions, number and percentage with open cases, and percentage without open cases.
Number of declined, expired, and transferred messaging requestsczGetConversationCountByStatus

This report shows the number of messaging requests from customers that are either declined, transferred, or left to expire by the CSRs. The report compares these metrics against the overall messaging offers that are made to the CSRs in a particular queue and provides the data by the queue name, date, and agent's name.

Average response time for messaging interactionsczAvgResponseTimeForConversations

The Average response time or average visitor wait-time on a queue is the average time that the end users wait before an available CSR accepts their escalation request. This report helps you measure the promptness of your contact center in addressing customer requests. Contact centers with short response times also see fewer chats that are abandoned by end users.

Average number of messaging interactions per hourczAverageNumberOfMessagingInteractionsPerHour

This report shows the number of messaging interactions per day. You can drill down the report to see the average number of interactions for every queue per each hour. The report also provides a visual representation of the data on a line chart, with the hours of the day along the horizontal axis, the average number of interactions along the vertical axis, and different colors that represent the available queues.

Chatbot interactions resolved without escalationcyChatbotInteractionsResolvedWithoutEscalation

This report shows the number of resolved bot-only interactions, which did not require escalation to CSRs, from the total messaging interactions per day. You can drill down the report to see the number of bot-only interactions for each case type per day against their status. For example,the number of bot-only interactions on July 22 for Statement Copy case type is 20, 15 of them with the Resolved status and 5 with the Abandoned status. Tracking this metric helps you improve your self-service design and bot functionality, which positively impacts the cost of running a contact center.

First Contact (One-Touch) Analysis Summary, by Channel, for current monthCAResolutionTouchAnalysisSummaryFor the current month, the number of interactions with and without open cases.
First Contact Resolution SummaryCPMResolutionContactAnalysisSummaryA summary of priority and non-priority interactions for each channel.
Interaction Summary By ChannelCPMInteractionSummaryByChannelFor the current month, the number of interactions by reason and average interaction time, by operator.
Interaction Summary By Channel - HourlyCSInteractionSummaryByChannelHourlyThe number of interactions by channel and hour, and the average interaction time in minutes.
Interaction Time by Channel CSRCPMInteractionTimeByChannelCSRThe average handle time for an operator's interactions, by channel.
Interaction Time Trend by ReasonCPMInteractionTimeTrendByReasonThe average interaction time by service type (reason).
Most searched strings in interaction portalTopSearchStringsForIPFor a specified time period, the top 10 most searched strings and the number of searches.
Satisfaction Summary, for current monthCPMSatisfactionSummaryByChannelFor the current and previous month, the percentage of interactions by interaction disposition and channel.
Top search strings with no articles in interaction portalTopSearchStringsWithNoArticlesInIPFor a specified time period, the top search strings with no article results.

Knowledge Management reports

Usage metrics for Pega Knowledge articles. Additional Pega Knowledge reports are available on the Knowledge Management portal.

Report nameRule nameReport description
Most Viewed ArticlesMostViewedArticlesPublished articles by number of views, ratings, and rating counts.

Monitor Assignments reports

Metrics related to the service level agreements (SLAs) around the completion of assignments within their Goals, Past Goals, or Past Deadlines, by work type and operator.

Report nameRule nameReport description
Timeliness by operator and work type for my work groupCSSLAAdherenceThe number of service requests (cases) within SLA goal (and percentage), by work type.

Net Promoter reports

Detailed information about how customers perceive your business and their willingness to recommend you. Reports are provided for monitoring Detractors, Passives, and Promoters by a variety of categories including by channel, work type, and customer value.

Report nameRule nameReport description
CPM Promoter Results by Customer ValueCPMPromoterResultsByCustomerValueCSRNet Promoter results by customer value (for example, Platinum, Gold, Standard) for past 60 days.
Detractors By Customer ValuePromoterSurveyDetractors_CustomerValuePercentage of Detractors by customer value.
Detractors By Interaction ChannelPromoterSurveyDetractors_InteractionTypeThe number of Detractors by interaction channel.
Detractors By Interaction GoalPromoterSurveyDetractor_InteractionGoalThe percentage of Detractors by interaction goal.
Detractors By Organizational UnitPromoterSurveyDetractors_OrgUnitThe percentage of Detractors by organizational unit.
Detractors By Reason For InteractionPromoterSurveyDetractors_RFIThe percentage of Detractors by reason for interaction.
Detractors By Work GroupPromoterSurveyDetractors_WorkGroupThe percentage of Detractors by work group.
Detractors By Work GroupPromoterSurveyDetractors_WorkGroupThe percentage of Detractors by work group.
Net Promoter Results CSRCPMPromoterResultsCSRThe total number of Net Promoter surveys received in the last 30 days, by promoter category (Promoter, Passive, Detractor).
Passive Users By Customer ValuePromoterSurveyPassive_CustomerValueThe percentage of Passives by customer value.
Passive Users By Interaction GoalPromoterSurveyPassive_InteractionGoalThe percentage of Passives by interaction goal.
Passive Users By Interaction TypePromoterSurveyPassive_InteractionTypeThe percentage of Passives by interaction type.
Passive Users By Organizational UnitPromoterSurveyPassive_OrgUnitThe percentage of Passives by organizational unit.
Passive Users By Reason For InteractionPromoterSurveyPassive_RFIThe percentage of Passives by reason for interaction.
Passive Users By Work GroupPromoterSurveyPassive_WorkGroupThe percentage of Passives by work group.
Promoter Survey Results By Org UnitPromoterSurveyResultsByOrgUnitThe Net Promoter survey results by originating organizational unit (number of Detractors, Passives, and Promoters).
Promoters By Customer ValuePromoterSurveyPromoters_CustomerValueThe percentage of Promoters by customer value.
Promoters By Interaction ChannelPromoterSurveyPromoters_InteractionTypeThe percentage of Promoters by interaction channel.
Promoters By Interaction GoalPromoterSurveyPromoters_InteractionGoalThe percentage of Promoters by interaction goal.
Promoters By Organizational UnitPromoterSurveyPromoters_OrgUnitThe percentage of Promoters by organizational unit.
Promoters By Reason for InteractionPromoterSurveyPromoters_RFIThe percentage of Promoters by reason for interaction.
Promoters By Work GroupPromoterSurveyPromoters_WorkGroupThe percentage of Promoters by work group.
Survey Results By Customer ValuePromoterScoresByCustomerValueThe Net Promoter scores (Promoter, Passive, and Detractors) by customer value.

Opportunity and Forecast reports

Key metrics about opportunities logged (won and lost), opportunity status and stage, and overall active pipeline.

Report nameRule nameReport description
Pipeline Aging by ProductCPMPipelineAgeingReportByProductThe opportunity pipeline by product and number of days in pipeline (for example, less than 30 days, 30 to 60 days, 90 to 120 days). No date parameters; includes all opportunities in the database.
Pipeline Aging Report by RepCPMPipelineAgeingReportByRepThe opportunity pipeline by sales rep, total value, and number of days in pipeline (for example, less than 30 days, 30 to 60 days, 90 to 120 days). No date parameters; includes all opportunities in the database.
Throughput Trend by CustomerCPMThroughputTrendCSRThe number of cases by the operator, and then by customer.

Throughput reports

Information about the volume of contact center cases, sorted by a variety of categories including create or resolve operator (CSR), and work type.

Report nameRule nameReport description
CPM Estimated Application Savings for Current MonthCPMApplicationSavingsThe calculates savings achieved using Pega Customer Service. Compares 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. (See the Implementation Guide on the product page for information about how to configure this report).
CPM Throughput in Past Week by Work TypeCPMWeeklyThroughputFor the past week, the number of cases by work type, grouped by: prior cases, new cases, resolved cases, and total current cases.
CPM Throughput ReportCPMThroughputReportByWorkStatusFor the current month, the number of work types opened and reopened.
CPM Throughput Summary by Resolve Operator by Work TypeCPMThroughputByResolveOpByWorkTypeFor the current month, the number of cases received, resolved, and open, grouped by operator and work type.
CPM Throughput Trend by Resolve Operator, by DayCPMThroughputByResolveOpByDayFor the current quarter, the number of cases received, resolved, and open, grouped by date and resolve operator.
CPM Throughput Trend by Resolve Operator, by YearCPM Throughput Trend by Resolve Operator, by YearFor the current year, the number of cases received, resolved, and open by quarter and resolve operator.
CPM Weekly Throughput CSRCPMThroughputByWorktypeFor the past week, the open cases by work type and CSR.
Open Cases by Assign OperatorCAThroughputByAssignOpThe number of open cases by assign operator.
Open Cases by Work TypeCAThroughputByWorktypeThe number of open cases by work type.
Open Cases by Work Type (CSR)CPMThroughputByWorkTypeCSRThe number of open cases for the current operator, grouped by work type.
Open Cases by Work Type for Current UserCSOpenWorkByTypeThe number of open cases for the current operator, grouped by work type.
Open Cases by Work Type for Current User - Past SLA DeadlineOpenCasesPastSLAByTypeFor the current user, the number of open cases past the SLA deadline, grouped by work type.
Throughput by Operator & WorkType for Current & Previous MonthCPMThroughputByResolveOpByWorkTypeFor the current and previous month, the number of cases resolved by operator, grouped by work type.
Throughput Open by Business UnitCPMThroughputByBUThe number of open cases by status and business unit.
Throughput Summary By Work TypeCPMThroughputReportThe total number of cases opened, re-opened, resolved, and the number of cases that are still open.
Throughput Trend by Resolve Operator, by MonthCPMThroughputByResolveOpByMonthFor the current and previous month, the number of cases resolved by work type, by operator.
Throughput By Resolve Operator for current and previous monthThroughputTrendByResolveOperatorFor the current and previous month, the number of received, closed, and resolved cases, and the number that remain open.
Throughput Trend by Resolve Operator, by WeekCPMThroughputByResolveOpByWeekFor the current quarter, the number of received, resolved, and open cases, grouped by week and resolve operator.
Weekly Process Creation by Work TypeCPMArrivalsPastEightWeeksFor the previous 8 weeks, the weekly process (work type) creation, grouped by week.

Chat and messaging reports

In earlier versions of Pega Customer Service there was no provision to collect data on phrase usage. From Pega Customer Service 8.5, the system collects phrase usage data for reporting in two out-of-the-box reports with drilldowns:

Report nameRule nameReport description
Phrase usage by CSRCommonPhraseUsageFilters the phrase usage of a CSR by the start date, the end date, and the channel.
Usage of phrases by category and phrase OperatorPhraseUsageThe primary column shows phrases grouped by categories, and filters the phrase usage of a CSR by the start date, the end date, the queue, and the operator.
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