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Configuring dialogs and coaching tips

Updated on March 16, 2021

Dialogs and coaching tips help the customer service representative to provide the best possible experience for the customer.

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

Use the Interaction Portal for creating or modifying the dialogs and coaching tips.

Note: To create or modify a dialog or coaching tip, ensure that you update the DialogCoachingTipRS property with an unlocked ruleset name that is meant for saving dialogs and coaching tips in the CSGeneralSettings data transform.
Note: Integration with the optional Pega Knowledge application enables Pega Customer Service to suggest contextual content to representatives in the context of the service processes that they are working on. See Suggested articles for service cases in the Pega Knowledge Capabilities section.

You can configure dialogs and coaching tips with the following methods:

Creating or editing dialogs

Dialog suggests scripting to the customer service representative when they interact with customers to resolve an issue or question and also ensures that a consistent message is delivered to the other similar customer interactions.

  1. Log in to the Interaction Portal.
  2. Click NewDemo Screen PopsDemo Pop to make a demo call.
  3. Open a task that you want to work on from Add Task or Next best action menu, for example, Dispute Transaction.
  4. Click the Other actions icon > Configuration tools.
  5. On the Dialogs tab, click Add new to add a new dialog.
    Otherwise click the edit icon to edit the existing dialog.
  6. Select the appropriate condition from the When list, if you want to display the dialog in a certain circumstance.
    Otherwise select Default.
  7. Optional: If you want CSRs to say the dialog verbatim, select the This dialog must be delivered verbatim in a voice interaction checkbox.
    Pega Voice AI considers this setting to determine whether a CSR has adhered to the script during an interaction. For more information about script adherence, see Voice AI.
  8. Optional: To personalize the dialogs, perform the following steps.
    1. Select a value from the Refer to list, for example, Contact.
    2. Select an appropriate value from the Attribute list, for example, LastName, to display the last name of the contact.
    3. Click Insert.
    Result: The selected values are displayed in the Dialog field.
  9. Enter an appropriate message in the Dialog field.
    For example: Which transaction were you concerned about?
  10. Click Save.

Defining coaching tips

Authorized supervisors or managers create coaching tips for their employees that remind them of best practices or areas to improve. Coaching tips are assigned to individual customer service representatives or to entire work groups.

  1. In the header of Dev Studio, click ConfigureCustomer ServiceQuality management and coachingCoaching Tip Inventory.
  2. In the Show coaching tips in field, select All Inherited.
  3. Click Run.
  4. For each work type, click the corresponding Action column to see the existing coaching tip.
  5. Determine the coaching tip for the work type, process action, user, and workgroup.

Creating or editing coaching tips

Managers can create coaching tips that notify their employees about any updates, best practices, or areas to improve. These coaching tips are associated with specific service cases or flow actions and can be assigned to customer service representatives (CSRs) or workgroups. Coaching tips deliver real-time advice and instructions to selected CSRs while they are interacting with the customers and can also be displayed in their Messages & coaching wizard.

  1. Log in to the Interaction Portal.
  2. Click NewDemo Screen PopsDemo Pop to make a demo call.
  3. Open a task that you want to update from Add Task or Next best action menu.
    For example: Change Address
  4. Click the Other actions icon > Configuration tools.
  5. On the Configuration tools dialog, click the Coaching tips tab.
  6. On the Coaching tips tab, do one of the following:
    1. To create a new coaching tip, click Add new.
    2. To edit an existing coaching tip, scroll down to the coaching tip and make necessary changes.
  7. In the Name field, enter a name for the coaching tip.
    For example: Empathize.
  8. In the Coaching tip field, enter the coaching tip text to display to the CSR, for example,
    For example: Speak calmly here. The customer could be very upset.
  9. Optional: To supplement the coaching tip with a Pega Knowledge article, select the article from the KM article list.
    Note: You can only add one Pega Knowledge link per coaching tip.
    Result: The name of the article appears next to the coaching tip, including the URL to the article.
  10. To assign the coaching tip to selected CSRs or workgroups, expand Assigned to and click User or Workgroup.
    For more information about creating workgroups, see Defining the operator work group
  11. In the Name list. select the names of the users or workgroups.
  12. To select the earliest date to display the coaching tip, click the From field and select a date.
  13. To select the last date to display the tip, click the To field and select the date.
  14. To display the coaching tip in the Messages & coaching widget to the selected users or workgroups, select the Display in Messages & coaching check box.
    Note: The coaching displays in the Messages & coaching widget of only the selected CSRs or those who are a part of the selected workgroup.
  15. Click Save.
  16. Optional: To add more coaching tips for the same service case or interaction flow, click Add new and then repeat steps 2 to 11.

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