Capturing CSR actions
Pega Customer Service
Implementation Guide
The
EventDetails table captures CSR
actions.
- In the left navigation pane of Dev Studio, click .
- On the EventDetails page, click
Records. When a CSR performs an action, the system captures that event in the
EventsDetailstable. 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 
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 
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