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Interaction guidance

Updated on July 12, 2021

The interaction guidance feature provides a coaching capability that is similar to the coaching tips that are applied to service tasks. During a phone interaction, the coaching guidance helps the CSRs to understand the customer value of individuals and balance efficiency and effectiveness according to the value of the individual customer.

Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide

The following figure shows an example of the interaction guidance that CSRs see during an interaction:

Interaction guidance example
Sample interaction guidance message that reads 'Engage, take your time'

This feature is available for phone interactions only.

The sample application showcases the feature. It uses three components of information that are available either on the customer composite, such as Lifetime value or Churn risk, shown below, or the Volume indicator in the Interaction Portal to evaluate the customer value thereby providing the appropriate guidance to the CSR.

Churn risk and lifetime value of the customer
Portion of the interaction header that shows the contact's churn risk and customer lifetime value

The background color of the coaching message is the same as the color that is applied to the call volume control and is displayed as green, yellow or red.

Configuring interaction guidance

To use the interaction guidance feature in your organization, configure the settings in the DetermineInteractionGuidance decision table and update your implementation ruleset.

  1. In the header of Dev Studio, enter DetermineInteractionGuidance in the search box.
  2. On the Determine Interaction guidance page, click Save as and save the rule to your implementation ruleset and to your interaction class.
  3. Modify the settings, such as adjusting the values for Customer Value or Churn Risk and modifying the message in the Actions column.
    Configuring interaction guidance message based on churn risk and lifetime value
    Table in the user interface that lets you change interaction guidance messages to display
  4. Save your changes.
  • Previous topic Configuring dialogs and coaching tips
  • Next topic Business rule maintenance in the Production environment


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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