Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Event tables for reporting CSR actions

Updated on December 3, 2021

Pega Customer Service offers two event tables in Dev Studio to capture the actions of CSRs in the Interaction Portal and the duration of those actions: EventDetails and EventStats. These two tables provide event-related information in raw form. Customers can use these tables to create reports for different events related to CSRs, including CSR availability, log in and log out of the CSR, and the queues that the CSR joined or left.

Pega Customer Service Implementation Guide
The following tables capture the CSR actions and the duration of those actions in Interaction Portal:
Captures the events that the CSR performs.
Captures the duration of a particular event that the CSR performs.
Note: Pega Customer Service provides reports based on the EventStats table that customers can reuse to get the data according to their requirements:
Obtains the details of a CSR grouped by the queues.
Obtains the details about the login event of a CSR.
Obtains the details of a CSR according to the events.


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

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us