Capturing the duration of CSR actions
Pega Customer Service Implementation Guide
EventStatstable captures the duration of CSR actions. \
- In the left navigation pane of Dev Studio, click .
- On the EventStats page, click
For example: The following figure displays the duration of the activities that the CSR performed, such as how long the CSR was logged in, how long the CSR was available in a certain queue, or when the CSR logged out of the queue. Previous topic Capturing CSR actions Next topic Measuring suggested replies impact using reports