Compliance inquiries and the Customer Profile Viewer
Use the Customer Profile Viewer to examine specific profile and behavioral data, including previous next-best-action decisions and interaction history.
Pega Customer Decision Hub
Getting started with the Customer Profile Viewer
You can use several parameters to search for a customer in the Customer Profile Viewer:
- The unique identifier for the customer. If implemented, you can pick a customer id from list of predefined IDs.
- The first and last names of a customer. If there are multiple matching customers, a pop-up window appears for selection.
- The email address of the customer.
- This is the unique cookie or external identity identifier used for anonymous customers
- This allows you to take a snapshot of a real customer and turn this into a Persona to be used for testing in Pega 1:1 Operations Manager, Next-Best-Action Designer persona testing, or on the strategy canvas Test panel.
- Sample data set
- If using the Customer Profile Viewer on the Business Operations Environment (BOE) and with the data migration pipeline enabled, this option is enabled to allow searching by CustomerID within the sampled customer data set.
Customer Profile Viewer basics
The Customer Profile Viewer organizes information across a number of tabs, allowing you to quickly access the specific information you are looking for.
- View basic information about the customer, including demographical data, any customer journeys in which the customer is currently involved, and any contact policy suppressions that prevent over-communicating with this customer on a particular action. If enabled, you can also view recent interactions in the timeline. You can filter by a specific outcome, group interactions by time, and get a quick summary of interactions recorded for this customer during the time period. For example, you can see which actions the customer has accepted or rejected in the last 12 months.
- Next best actions
- See which next-best-action decisions will be made for this customer based on the current engagement policies, propensity, and constraints. Select the direction, channel, real-time container, or hierarchy level, and view the results ranked in order of priority. You can also see the results for the top treatments selected for this customer. For more information about using this tab, see Exploring arbitration results with the Arbitration matrix.
- Decision history
- Decision history are the decision results which were presented to the customer. You can write and store these decisions to an external file repository for offline analysis, reporting or storage. This option is disabled by default, but if configured and enabled, the Decision history tab allows you to load all of the decisions for a customer from the external repository into a Cassandra data set.
- By default, loaded results remain available within the Customer Profile Viewer for a period of three days. The default time frame for the responses is the last 180 days. This time frame is determined by the retention period that controls how long the exported interactions are kept in the external file repository.
- Click Load all decisions to initiate a background process of retrieving decisions from the external repository. The time required for the retrieval depends on the number of decisions. You can close the tab while the retrieval process runs, and reopen the page when the decisions are loaded.
- Interaction history
- Interaction history is the record of how the customer responded to decisions that were presented to them. You can write and store these decisions to an external file repository. This option is enabled by default for all new implementations starting from version 8.7, and disabled for customers that are updating their systems from previous versions. Once configured and enabled, the Interaction history tab allows you to load all of the responses for a customer from the external repository into a Cassandra data set.
- By default, loaded responses remain available within the Customer Profile Viewer for a period of three days. The default time frame for the responses is the last 180 days. This time frame is determined by the retention period that controls how long the exported interactions are kept in the external file repository.
- Click Load all interactions to initiate a background process of retrieving interaction history records from the external repository. The time required for the retrieval depends on the number of records. You can close the tab while the retrieval process runs, and reopen the page when the records are loaded.
Previous topic Viewing the customer history and interaction details in the Customer Profile Viewer Next topic Exploring arbitration results with the Arbitration matrix