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Roles, portals, and dashboards

Updated on November 23, 2021

Pega Customer Decision Hub Product Overview Pega Customer Decision Hub Product Overview Pega Customer Decision Hub Product Overview Pega Customer Decision Hub Product Overview Pega Customer Decision Hub Product Overview Pega Customer Decision Hub Product Overview Pega Customer Decision Hub Product Overview

Pega Customer Decision Hub roles

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:

RoleDescriptionDefault portal
AnalystAnalysts create and manage marketing artifacts. They also configure, run, and monitor campaigns.Pega Customer Decision Hub
ManagerManagers manage teams of analysts. They can also review and approve campaigns. Case Manager
AdministratorAdministrators have access to system configuration features.Dev Studio
NBAA DeveloperNBAA 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 AgentNBAA agent is typically a customer service, sales, or retention agent that interacts with customers over all assisted channels.NBAA
NBAA Application ManagerNBAA 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 Administrator1:1 Operations Manager Administrator extends and defines the 1:1 Operations Manager application.Dev Studio
1:1 Operations Manager Business User1:1 Operations Manager Business User creates and details out business-as-usual change requests1:1 Operations Manager
1:1 Operations Manager NBA Specialist1:1 Operations Manager NBA Specialist works to fulfill the business-as-usual change request based on the details provided1:1 Operations Manager
1:1 Operations Manager Team Lead1:1 Operations Team Lead approves, sizes, prioritizes, and resolves business-as-usual change requests.1:1 Operations Manager

Pega Customer Decision Hub portal

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.

Pega Customer Decision Hub portal
Home page with links to Next-Best-Action Designer, Prediction Studio, and Visual Business Director. Work items listed below.

1:1 Operations Manager portal

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

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.

Operational alerts and insights

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.

Action Performance Tracker landing page
Landing page of Action Performance Tracker populated with top level daily data

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.

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