Event tables for reporting CSR actions
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:
- EventDetails
- Captures the events that the CSR performs.
- EventStats
- Captures the duration of a particular event that the CSR performs.
- CSRAllQueuesEventReport
- Obtains the details of a CSR grouped by the queues.
- CSRLoginEventReport
- Obtains the details about the login event of a CSR.
- CSRStatusEventReport
- Obtains the details of a CSR according to the events.
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