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Customer Profile Viewer enhancements

Updated on August 22, 2022

The new Customer Profile Viewer provides detailed information about the context of next-best-action decisions.

Pega Customer Decision Hub Release Notes

View detailed customer information in the Customer Profile Viewer

The Customer Profile Viewer displays information about a customer's decision history and interaction history. You can understand the decisions made for a customer by viewing the history of their interactions, as well as the resulting decisions. You can also test your engagement policies, constraints, and propensity settings, by checking the results of next-best-action decisioning for a specific customer.

You can also use the Customer Profile Viewer to easily view test results for a customer persona. Persona-based tests use customer personas with specific characteristics to evaluate your next-best-action strategy results. You can select a persona with which to test your arbitration results in the same way as for a real customer.

Testing next-best-action results in the Customer Profile Viewer
Next best actions tab showing persona test results in capture response table.

For more information, see Viewing the customer history and interaction details in the Customer Profile Viewer.

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