Configuring the suggested actions settings
Configure the suggested actions settings to determine whether Pega Customer Service suggests the next best task to the CSR at the end of a customer interaction, and which features the application uses to present that information.
- In the navigation pane of App Studio, click .
- In the list of general settings, click Suggested actions.
- To present intelligent guidance-based suggested tasks to the CSR, complete the
following steps:
- Select the Enable intelligent guidance check box.
- Select the maximum number of intelligent guidance suggested actions to show at one
time. Select a value between 1 and 5 in the Maximum number of actions
displayed list.The default value is 1, meaning that only one suggested task is presented at a time.
- To use the intelligent guidance case match feature to present an in-progress case
as the next best action, select the Enable case match check
box.
The case match feature uses granular case match rules to prevent duplicate cases by recognizing existing cases that are similar to the new one. To ensure the fastest screen load times, businesses that do not require this feature should leave it turned off. For information, see Creating Case Match rules.
- Select the Enable intelligent guidance check box.
- If you have a license for Pega Customer Decision Hub (CDH) data, and you want to
present CDH-based suggested actions to the CSR, select the Enable Customer
Decision Hub check box, and then enter the Customer Decision Hub
server URL.The CDH data used for suggested tasks can include customer context, contact center, and other contextual information.
When CDH is enabled, Augmented Agent suggested replies are based on the CDH adaptive models. When CDH is not enabled, Augmented Agent suggested replies are based on the default topic models.
- Click Save.
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