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Optimizing the properties in Pega Customer Service for Communications

Updated on March 16, 2022

If you did not apply Hotfix 8.4.1 while creating the application, you must optimize properties in the Interaction class (xxx-Work-Interaction) work table, and for all work group tables in your application to ensure that the phone call and outbound call interactions work seamlessly after updating.

Pega Customer Relationship Management for Communications Update Guide
Optimize the following properties:
  • SessionCode
  • czSwitchDestination
  • czResponseType
  • czConversationID
    Note: When optimizing the czConversationID property, If there is an override on the CSLoadInteractionHistoryExt data transform, add the czConversationID property to all report definitions that are used in this data transform. This is required to ensure that the CSLoadInteractionsByContact report definition functions correctly during a phone call search, and wherever this property is used in the report definition.
  1. In the header of Dev Studio, search for and then open the property.
  2. From the Actions menu, select Optimize for reporting.
  3. In the Property Optimization window, select the Interaction class (xxx-Work-Interaction) and all class groups from the list, and then click Next. (You can view the status of each property in the Column Population Jobs Dashboard.)
  4. Click Finish.
  5. Repeat steps 1 through 4 for each property.

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