Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Monitoring CSR work

Updated on March 25, 2020

The CSR monitor gives managers a detailed view of the current workload of their Customer Service Representatives (CSRs). Pega Customer Service calculates the occupancy percentage of a CSR based on their maximum concurrent conversations and the current active conversation that they are handling.

The CSR monitor displays the details for each CSR, as shown in the following table:

CSR occupancyOccupancy percentage of the CSR with a color-coded indicator.
  • Red - The occupancy status of the CSR is greater than or equal to 80%.
  • Orange - The occupancy status of the CSR is between 60% and 80%.
  • Green - The occupancy status of the CSR is less than 60%.
CSRsThe name of the CSR.
StatusThe availability of the CSR - Available, Unavailable, or Offline.
Associated queuesThe number of queues that the CSR can join, based on their skills.
Joined queuesThe number of queues that the CSR has currently joined.
Total capacityThe maximum concurrency rate of the CSR, which is the total number of active conversations that the CSR can join at any given time.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us