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Defining the operator attributes

Updated on April 21, 2021

An operator's access group affects what the operator can do in the application. In addition to the access group, several fields in the operator record influence how the application handles assignment of work to the user.

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
  • Work group
  • Chat and messaging settings
  • Skills
  • Calendar
Note:
  • In many implementations, it is more efficient for the application to set values in the operator record during the authentication process than it is to have an administrator manually maintain these records. These rules must be configured as part of the authentication mechanism for your site. For more information, see More about Authentication Services.
  • When setting your system-wide security parameters, keep in mind that allowing more than one concurrent login by the same operator might negatively impact some Customer Service application and chat features. In such situations, Pega recommends limiting the number of concurrent sessions to 1. For information, see Specifying the number of concurrent sessions. If you set this value to 1, you can still set the maximum number of concurrent Chat and messaging conversations to a value greater than 1. For information, see Defining chat and messaging settings for an operator and Configuring chat and messaging queues.

Defining the operator work group

The work group setting in the operator record affects how the application delivers work to the operator.

  1. Review the Operator record.
  2. Determine the rules for assigning a work group to an operator or the role that multiple operators hold.
  3. Log in by using an administrator account.
  4. In the header of Dev Studio, click Configure Org & SecurityOrganization Operators.
  5. Select an operator ID.
  6. On the Work tab, review the work group information for the operator record.
  7. Determine your policy for assigning a work group to an operator or the role that multiple operators hold.

Defining chat and messaging settings for an operator

The Chat and messaging attributes in the operator record overrides the global settings for chat and messaging, such as the conversation handling capacity of a customer service representative (CSR) and the wait time to allow for the chat window to evaluate the customer queries. For more information about the global chat and messaging settings, see Chat and messaging configuration.

  1. In the navigation pane of App Studio, click UsersPeople and select an operator record.
  2. To define the number of concurrent conversations a CSR can handle at a same time, in the Chat and messaging section, enter a value in the Max concurrent conversations (from this queue) field.
    For example: If the you set the maximum concurrent conversations a CSR can handle to 5, a CSR can work on 5 concurrent conversations only.
  3. Define the frequency of backlog interactions to a CSR instantly or based on certain time frame.
    1. If you set the frequency to Instantly, all the backlog interactions gets assigned to the customer based on the number of concurrent conversations a CSR can handle.
    1. If you select the For every option, you can set the frequency delay in getting the backlog interaction assignment to the CSR based on the time (in Minutes).
      For example: If you set the frequency delay time to 5 Minutes, and the maximum concurrent conversations is set to 5, then for every 1 Minute a new interaction assignment gets assigned to the CSR.
  4. Click Save.

Defining the operator skills

Skill settings in the operator record affect how the application routes work to the operator. Skill settings also affect how the application gets the most appropriate work when using the Get Next Work feature. You must determine the skills that are appropriate for your application and operators.

  1. Define the skills that are needed for the application.
  2. Determine which operator records or roles should be associated with those skills.

Defining the operator calendar

The application calendar affects date calculations within the application, such as the date between business days calculation, and the SLA goal and deadline date calculation. The calendar on the operator record is relevant only if you have users who are not working in the same time zone as the rest of the organization. Otherwise, the application uses the calendar on the organization record and you can skip this step.

Operator calendars will have an impact on chat availability. If a chat request comes in after or before the business hours defined in the specified calendar, then the requestor receives "Off-hours behavior message".
  1. Determine the calendar instances that are needed for your application.
  2. Determine which operator roles need a distinct calendar.
  3. Determine the operator location.
    For more information, see Specifying calendar navigation options.

Tags

Pega Customer Service 8.6

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