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.
- Captures the events that the CSR performs.
- Captures the duration of a particular event that the CSR performs.