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Viewing the customer history and interaction details in the Customer Profile Viewer

Updated on September 15, 2022

The Customer Profile Viewer provides a view of customer and behavioral data, including their interaction history and past next-best-action decisions, as well as the ability to retrieve and understand next-best-action decision results.

  • By clicking Explore arbitration results on the Arbitration tab of Next-Best-Action Designer.
  • From the Reports menu in the upper-right corner of the Customer Decision Hub portal.
Pega Customer Decision Hub

Supported use cases

Next-best-action designers use the Customer Profile Viewer to support the following use cases:

Compliance inquiry
Review historical decisions made for a specific customer, and how the customer responded to these decisions.
Explain arbitration results
Review next-best-action results in order to understand where actions are dropping out of the strategy framework or explain the current prioritization. Apply different lenses or views to the next-best-action results to answer specific questions, instead of having to open and debug the strategy framework itself.

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