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What's new for reporting

Suggest edit Updated on February 16, 2022

Pega Customer Service™ includes the following enhancements to improve reporting.

Pega Customer Service Release Notes Pega Customer Service Release Notes

Manager preview of the Explore Data tool

Managers can now access a preview version of the Explore Data reporting tool in order to benefit from redesigned, personalized reporting features. The full version of this tool will be available to clients running the Cosmos UI version of Pega Customer Service when that application becomes available. For operators who have Manager access, the Explore Data tool is on the Home tab (left pane) of the Interaction Portal. Use this tool to create on-demand reports and charts using interaction and service request data. For example, you can view a pie chart that displays a daily count of new service requests by case type, and then you can save that chart for quick reference. A saved report or chart is called an insight.

Note: This preview is available only to Pega Cloud clients because this tool requires the Insights Reporting cloud service.The tool includes the following sample insights that demonstrate grouping and filtering capabilities:

  • Average handle time by CSR over last week

  • Average handle time by channel over last thirty days

  • Interaction average handle time

For more information, see Explore Data tool.

The following figure shows a sample Average handle time by CSR over last week insight.

AHT for all CSRs
Sample insight shows the average handle time by CSR for previous week.

The following figure shows the same insight after the user clicks the first bar to view interaction handle times for that one CSR:

AHT for one CSR
Sample insight shows average handle time for one CSR for previous week

The following figure shows how you can drill down to view the interaction details and case details at the lowest level of each insight:

Links at the lowest level of an insight
At the lowest level of this sample insight, you can view the case details.

Tags

Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7
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