Pega Call capabilities in Pega Customer Service have the following new features and improvements:

Automatic logout upon Pega Customer Service logout

To prevent routing calls to a CSR who forgot to log out of automatic call distributor (ACD) when logging out of Pega Customer Service, when a CSR logs out of Pega Customer Service in the Interaction Portal, they are automatically logged out of Pega Call.

Improved voice and data transfer experience

Several UI changes were made to the transfer process in Pega Call with Pega Customer Service to make it more intuitive, so that the transfer experience is simpler and unified across CTI links.

The following UI changes were made to the transfer process in Pega Call with Customer Service:

• The Accept button is renamed Open and moved to the left panel under the Close button. The Open button is now visible to the Customer Service Representative (CSR) at all times.
• The header of the call control panel allows the CSR to intuitively attach or detach an interaction from the transferred call, using the Attach and Undo buttons. The initiation of the interaction transfer is at the same location as the initiation of the call transfer, minimizing cursor use.
• The review harness is replaced with a view that displays useful information about the interaction to the target CSR.

Voice and data transfer support for Genesys Engage Web Services

In Pega Call with Pega Customer Service, business analysts and developers can use App Studio to enable voice and data transfer in configurations with Genesys Engage Web Services.

Interaction transfer reports in the Customer Service Interaction Portal

In Pega Call with Pega Customer Service, service managers can create transfer reports using the reporting capability in the Pega Customer Service Interaction Portal.

The following phone interaction transfer charts are available out of the box in My Reports in the Pega Customer Service Interaction Portal:

• Count of phone interaction transfers by transfer reasons
• Count of phone interaction transfers by origin queue
• Count of phone interaction transfers by destination queue
• Count of phone interaction transfers by CSR and transfer reason
• Count of phone interaction transfers by CSR
• Phone interaction transfer timeseries
• Average transfers per phone interaction

Transfer reason report data older than 90 days is purged.