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Configuring the Pega Customer Service Interaction Timer

Updated on February 3, 2016

The Interaction Timer allows a CSR to handle the interaction time spent on a customer. The duration of the interaction is displayed in minutes:seconds format in relation to the goal and deadline defined within the service level rule of the interaction work type. The color of the icon changes from green to yellow to red as the duration exceeds the goal and deadline time.

Examples of the interaction timer icon changing colors

Configuring the SLA used by the Interaction Timer

By default, an overall SLA object is used in the pyDefault data transform rule for the class. Use the Customer Service Interaction Types landing page to select the overall SLA instance used for a particular interaction type.

  1. Click DesignerStudio > Customer Service > Interactions > Interaction Types.
  2. Expand an interaction type within the list and click the rule name in the Overall SLA Definition field. Save the instance to your ruleset.
  3. In the Goalsection, set the goal values.
  4. In the Deadline section, set the maximum deadline value.
  5. Repeat these steps for each of the interaction work types used in the application and click Save.

Dynamically setting the Interaction Timer SLA

The map value SetSLATimeValues allows the system to dynamically change the SLA goal and deadline based on the Interaction Goal.

Configuring the map value

  1. From Records Explorer, click Decision > Map Value.
  2. Select the PegaCA-Work-Interaction-Call.SetSLATimeValues instance and save it to your ruleset.
  3. Open the Configuration tab, and expand the Interaction Goal in the Results section (for example, Retain).

Separate map values are provided in the PegaCA-Work-Interaction, -Interaction-Call, and –Interaction-Chat work classes to add flexibility in controlling the SLA determination by interaction type.

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