Roles, portals, and dashboards
Pega Customer Decision Hub supports roles needed for corporate and field marketing
operations. These roles include Analyst, Manager, Administrator, Field
Marketer, and Field Marketing Manager. This matrix describes each of the roles provided with Pega Customer Decision Hub,
their default portal, and key dashboard capabilities: The Pega Customer Decision Hub portal is specially built for users responsible
for managing inbound and outbound customer communications and experiences. It provides quick and
convenient access to a wide variety of resources. The portal incorporates a role-based
information layout where analyst, manager, and administrator users see appropriate menu
items. The 1:1 Operations Manager portal is the default portal for 1:1 Operations Manager
business users, team leads, and NBA specialists. It enables the user to create and manage
business-as-usual change requests and deploy them to production. The dashboard provides you with a customizable set of widgets. These widgets display
the application's performance across various metrics. You can customize the widgets displayed in
the dashboard and configure the goals for each widget. Once configured, the dashboard enables
marketers to quickly assess how their business is doing. The marketer can also apply different
filters to further refine the displayed metric data. Paid Media landing page lists all paid audiences in the system along with population
size. For Google Ads the match rate is also shown per audience. Audiences can be filtered by
destination, destination type, issue, and/or action group. Action Performance Tracker provides an operational view of key action-related KPIs,
so that business users can monitor customer engagement activity in production. These
capabilities ensure that the Next-Best-Action Operations team and stakeholders have the
confidence that actions are performing as expected, and that they can identify trends and
anomalies that require attention. The visual KPI widgets in the center of the Action Performance Tracker landing page
provide a quick and intuitive way to monitor the performance of actions across issues,
groups, actions, treatments, and channels. Various filtering options and the possibility
to compare data across multiple actions over a period of time up to 15 months make it
easy for the business user to reach actionable conclusions and pass on the information
to other lines of business for further investigation. The Action Alerts feature triggers notifications in the Pega Customer Decision Hub
portal whenever there is a pattern of customer activity that might warrant investigation
or further action, or both, such as unusually high or low impressions, unusually high or
low click/accept rate, and new actions with low daily impressions. Action alerts flag
the notable changes in an action's performance, so that users can promptly review and
decide whether or not remediation is needed. The alerts are generated using an ongoing anomaly detection algorithm that monitors
production data for changes in impressions, and changes in click and accept rate in
established actions. For newly added actions, for which there is no archival data, the
algorithm monitors the number of daily impressions against a configurable value for a
period. The number of impressions and the expected value can both be specified by the
user. Pega Customer Decision Hub roles
Role Description Default portal Analyst Analysts create and manage marketing artifacts. They also
configure, run, and monitor campaigns. Pega Customer Decision Hub Manager Managers manage teams of analysts.
They can also review and approve campaigns.
Case Manager Administrator Administrators have access to system configuration features. Dev Studio NBAA Developer NBAA developer can implement and extend the Advisor desktop application to meet
specific customer requirements. They can also integrate the Advisor panels into the
customer service desktop. Dev Studio NBAA Agent NBAA agent is typically a customer service, sales, or retention agent that
interacts with customers over all assisted channels. NBAA NBAA Application Manager NBAA Application Managers can configure and manage the application from a
business perspective. This includes defining the customer intents and categories, and
actions available for agents. Dev Studio 1:1 Operations Manager Administrator 1:1 Operations Manager Administrator extends and defines the 1:1 Operations
Manager application. Dev Studio 1:1 Operations Manager Business User 1:1 Operations Manager Business User creates and details out business-as-usual
change requests 1:1 Operations Manager 1:1 Operations Manager NBA Specialist 1:1 Operations Manager NBA Specialist works to fulfill the business-as-usual
change request based on the details provided 1:1 Operations Manager 1:1 Operations Manager Team Lead 1:1 Operations Team Lead approves, sizes, prioritizes, and resolves
business-as-usual change requests. 1:1 Operations Manager Pega Customer Decision Hub portal
1:1 Operations Manager portal
Dashboard
Paid media
Operational alerts and insights
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