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Capturing CSR actions

Updated on December 3, 2021
Pega Customer Service Implementation Guide
The EventDetails table captures CSR actions.
  1. In the left navigation pane of Dev Studio, click Data typesEventDetails.
  2. On the EventDetails page, click Records.
    When a CSR performs an action, the system captures that event in the EventsDetails table. The following figure shows the event details of CSRs, such as:
    • Logging in or logging out of the Interaction Portal
    • Joining or leaving the queues
    • Being available or unavailable for the chat
    CSR actions in Interaction Portal
    CSR actions in Interaction Portal.
    For example: Consider the use case in which a CSR logs into the Interaction Portal, and then joins Billing, Technical, and General queues, but is still unavailable to accept the chat. The preceding figure covers these actions. The following figure displays the actions of CSR as events in the EventDetailstable in Dev Studio.
    Events of CSR captured in Dev Studio
    Events of CSR captured in Dev Studio.


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