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Implementing user interface changes to the Interaction Portal

Updated on January 29, 2021

The application supports the following changes to the Interaction Portal.

Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide

Adding a new property to a section

  1. In the Interaction Portal, click the Live UI icon and determine the section that you want to modify.
  2. Click the Open rule in Dev Studio icon to open that rule in Dev Studio.
  3. In the Application Explorer, locate the property that you want to add to the section.
  4. Drag the property into the section where you want it to display.
  5. Click Save as.
  6. Save the rule to the default Applies to class and ensure that the ruleset is for your application.
  7. Click Create and open.
  8. Click Save.

Adding a new section to the Interaction Portal

You can add sections to the Interaction Portal to meet your business needs.

  1. In the Interaction Portal, click Live UI and determine the section to which you want to add a section.
  2. Click the Open rule in Dev Studio icon to open that rule in Dev Studio.
  3. In the Application Explorer, locate the section that you want to add.
  4. Drag the section into the section where you want it to appear.
  5. Click Save as.
  6. Save the rule to the default Applies to class and ensure that the ruleset is for your application.
  7. Click Create and open.
  8. Click Save.

Configuring Interaction Portal tabs

When creating a Pega Customer Service application, you can add or modify the tabs located in the composite. The composite uses standard Pega Platform user interface elements. To create a new tab, create a section containing the information that you want to see. Once you create a section, add it to the composite.

  1. In the Interaction Portal, click Live UI and determine the section used to display composites.
  2. Click the Open rule in Dev Studio icon to open that rule in Dev Studio.
  3. In the Application Explorer, locate the section that you want to add.
  4. Drag the section into the section where you want it to appear.
  5. Click Save as.
  6. Save the rule to the default Applies to class and ensure that the ruleset is for your application.
  7. Click Create and open.
  8. Click Save.

Launching a service case from the composite

It is easier and more efficient to launch a service case directly from the composite rather than using the Add Task menu. For example, you want to display an Edit link next to the customer's address to enable a customer service representative (CSR) to change an address more quickly.

  1. In the Interaction Portal, click Live UI and determine the section where you want to launch the service case.
  2. Click the Open rule in Dev Studio icon to open that rule in Dev Studio.
  3. Add a UI element, for example a button or link, into the section where you want to launch the service case.
  4. Click the View properties icon to configure the UI element.
  5. Click Actions.
  6. Click Create an action set.
  7. Click Add an event.
  8. Click Click.
  9. Click Add an action.
  10. Click All actions.
  11. Click Create work.
  12. Specify the Class Name and Flow Name of the service case that you want to launch.
  13. Click OK.
  14. Save your updated section.

Logging a customer inquiry during an interaction

Customer service representatives (CSRs) convey information when interacting with customers. For example, a CSR can remind customers when their next payment is due. You do not want to create a process for this, but you do want to capture the information conveyed to the customers.

  1. In the Interaction Portal, in the bottom right-hand corner, click Toggle runtime toolbar > Toggle Live UI and determine the section where you want to log information.
  2. Add a UI element in the section where you want to log the conveyed information.
    For example: Checkbox
  3. Click the Open property panel icon to configure the UI element.
  4. In the Cell Properties dialog box, click Change to modify the control type used.
  5. In the Custom section, click Other
  6. In the first field enter CPMHistory.
    The first field is named based on the name of the UI element that you have added in step-2.
  7. Click the Parameters tab and enter the field details.
    • FieldName - Type of the Field Value property to use. For example, pyMessageLabel, pyCaption, and pyHistoryMemo.
    • FieldValue - Value of the Field Value property to use.
    • PrintableFieldValue - Value that displays during chat interaction when a CSR selects the field.
    • ReasonFieldValue - In the Wrap Up, this option displays in the Reason for interaction list.
    • ToolTipFieldName - Type of Tool Tip Field Value property to use.
    • ToolTipFieldValue - Value of the Tool Tip Field Value property to use.
    • ToolTipFieldValueOnCheck - Value of Tool Tip Field Value property after a CSR selects the field and reviewed it.
  8. Click OK.
  9. Save your changes.

Tags

Pega Customer Service 8.5

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