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Capturing the duration of CSR actions

Updated on December 3, 2021
Pega Customer Service Implementation Guide
The EventStats table captures the duration of CSR actions. \
  1. In the left navigation pane of Dev Studio, click Data typesEventStats.
  2. On the EventStats page, click Records.
    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.
    Duration of CSR activities
    Displaying the duration of CSR activities


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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