The topics in this section describe how CSRs support customers for each type of supported interaction channel, such as chat, messaging, and phone interactions.

• Configuring interaction channels
• Features supported for all channels
• Implementing chat and messaging
• Implementing computer telephony integration
• Email
• Supervisor functions
• Creating a self-service application
• Implementing Pega Knowledge
• Pega Co-Browse
• Quality reviews and customer satisfaction surveys