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Manager tools

Updated on January 7, 2022

Pega Customer Service for Financial Services provides a variety of configuration capabilities that contact center managers use to review performance of their contact center, manage coaching from the product, and supervise work as it happens.

Pega Customer Service for Financial Services Product Overview
CapabilitiesInteraction PortalBack Office Portal
Coaching tips
Dynamic dialogs for CSR scripts
Link knowledge articles to service cases
Link knowledge articles to coaching tips
Supervisor monitoring for chat and messaging
Supervisor barge-in for chat and messaging
Manage CSR availability per queue
System health monitor (*illustrated in the figure after this table)
Bulk processing
Quality review
Messages and coaching alerts
Surveys (NPS and CSAT)
Workforce intelligence (*illustrated in the figure after this table)

The following figure shows the System health monitor capability:

System health tab
System health tab displays application health information

The following figure shows the Workforce Intelligence dashboard:

Workforce Intelligence dashboard
Workforce Intelligence dashboard

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