Pega Customer Service reports
All Pega Customer Service applications include the reports described in this
section. To view a report, open the Interaction Portal, and then click the My
Reports tab. For information about additional reports for all Pega applications, see Report categories. Metrics related to overall customer satisfaction as measured by satisfaction surveys
and NPS surveys, by various categories such as channel, interaction reason, and customer
value. Key operational information about customer interactions across channels, such as
first contact resolution, average handle time, and interactions by channel. This report shows the number of messaging requests from customers
that are either declined, transferred, or left to expire by the
CSRs. The report compares these metrics against the overall
messaging offers that are made to the CSRs in a particular queue and
provides the data by the queue name, date, and agent's name. The Average response time or average visitor wait-time on a queue is
the average time that the end users wait before an available CSR
accepts their escalation request. This report helps you measure the
promptness of your contact center in addressing customer requests.
Contact centers with short response times also see fewer chats that
are abandoned by end users. This report shows the number of messaging interactions per day. You
can drill down the report to see the average number of interactions
for every queue per each hour. The report also provides a visual
representation of the data on a line chart, with the hours of the
day along the horizontal axis, the average number of interactions
along the vertical axis, and different colors that represent the
available queues. This report shows the number of resolved bot-only interactions, which
did not require escalation to CSRs, from the total messaging
interactions per day. You can drill down the report to see the
number of bot-only interactions for each case type per day against
their status. For example,the number of bot-only interactions on
July 22 for Statement Copy case type is 20, 15 of them with the
Resolved status and 5 with the Abandoned status. Tracking this
metric helps you improve your self-service design and bot
functionality, which positively impacts the cost of running a
contact center. Usage metrics for Pega Knowledge articles. Additional Pega Knowledge reports are
available on the Knowledge Management portal. Metrics related to the service level agreements (SLAs) around the completion of
assignments within their Goals, Past Goals, or Past Deadlines, by work type and
operator. Detailed information about how customers perceive your business and their willingness
to recommend you. Reports are provided for monitoring Detractors, Passives, and Promoters by
a variety of categories including by channel, work type, and customer value. Key metrics about opportunities logged (won and lost), opportunity status and stage,
and overall active pipeline. Information about the volume of contact center cases, sorted by a variety of
categories including create or resolve operator (CSR), and work type. In earlier versions of Pega Customer Service there was no provision to collect data
on phrase usage. From Pega Customer Service 8.5, the system collects phrase usage data for
reporting in two out-of-the-box reports with drilldowns:Application-specific reports
CSR Performance reports
Report name Rule name Report description CPM Coaching Sessions by Employee CPMCoachingSessionsByEmployee The number of coaching sessions by employee. No date parameters;
includes all coaching sessions in the database. CPM Coaching Sessions by Work Type CPMCoachingSessionsByWorkType The number of coaching sessions by work type. No date parameters;
includes all coaching sessions in the database. CPM Quality by Reason CPMQualityByReason The number of cases resolved, cases resolved in 1-day, cases resolved
in 5-days, cases reopened, cases that missed the SLA goal, and cases
that missed the SLA deadline. No date parameters; includes all relevant
work objects in the database. CPM Quality By Reason (by CSR) CPMQualityByReasonCSR The number of cases resolved, cases resolved in 1-day, cases resolved
in 5-days, cases reopened, cases that missed the SLA goal, and cases
that missed the SLA deadline, by CSR. No date parameters; includes all
relevant work objects in the database. CPM Quality By Resolve Operator CPMQualityByResolveOp For the current month, the number of cases by operator, grouped by
number of cases resolved in 1-day, 5-days, and reopened. CPM Quality Review Summary by Employee CPMQualityReviewSummaryByEmployee The number of quality reviews by agent and rating (for example,
Exceeds Expectations, Needs Improvement). No date parameters; includes
all quality reviews in the database. CPM Quality Review Summary by Overall Rating CPMQualityReviewSummaryByOverallRating A summary of quality reviews by rating. No date parameters; includes
all quality reviews in the database. CPM Quality Review Summary by Work Type CSR CPMQualityReviewSummaryByWorkTypeCSR The number of quality reviews by work type and rating, by
CSR. CPM Quality Reviews In Progress by Work Type CPMQualityReviewsInProgressByWorkType The number of quality reviews (Pending-Review) by work type. No date
parameters; includes all quality reviews in the database. CPM System Enhancement Request Summary CPMSystemEnhancementRequestSummary The number of system enhancement requests by disposition (for
example, Under Construction, Scheduled for a Future Release). No date
parameters; includes all system enhancement requests in the
database. Timeliness by Operator AgeByAssignee The number of cases within the goal date, past the goal date, and
past the goal deadline, grouped by operator. Timeliness by Operator and Work Type AgeByAssigneeByWorktype The number of cases within the Goal, past Goal, and past Deadline, by
operator and work type (no date parameters; reports on all relevant work
objects in the DB). Timeliness by Work Type, for Current Month CPMAgeResolvedByClass The number of cases within the goal date, past the goal date, and
past the goal deadline, grouped by work type. Timeliness by Workbasket AgeByWorkQueue The number of cases within the goal date, past the goal date, and
past the goal deadline, grouped by workbasket. Customer Satisfaction reports
Report name Rule name Report description CPM Net Promoter® Trend CPMNetPromoterTrend Net Promoter Score by work type. CPM Promoter Results CSR CPMPromoterResults Net Promoter results by interaction channel, by CSR. CPM Satisfaction Report CPMSatisfaction For the current and previous month, the number of interactions by
operator and interaction disposition. CPM Satisfaction Summary CSR CPMSatisfactionSummaryCSR For the current and previous month, the interaction disposition (for
example, Happy-Complimentary, Dissatisfied - Angry) by percentage for
the operator. Customer Satisfaction Surveys by Interaction Reason and Score CASatSurveyByReasonAndScore For the current month, the number of satisfaction surveys by
interaction type and overall score. Customer Satisfaction Surveys by Interaction Type CASatSurveysByInteractionType The number of customer satisfaction surveys for the current month, by
interaction type. Customer Satisfaction Surveys by Rating CASatSurveysByRating For the current month, the customer satisfaction survey ratings by
rating. Customer Satisfaction Surveys One Contact Analysis Report CASatSurveyOneContactAnalysis For the current month, the number of satisfaction surveys that were
related to a prior interaction, by overall rating. Detractor Reports By Interaction Goal DetractorReportByInteractionGoal The percentage of Detractors by interaction goal. Net Promoter Analysis CANetPromoterAnalysis For the current month, the Net Promoter Scores, grouped by category
(Promoter, Passive, Detractor), interaction reason, and average
interaction time. Net Promoter by Category, For Current Month CANetPromoterByCategory Displays the number of Net Promoter ratings by category (Promoter,
Passive, Detractor) related to all resolved cases for the current
month. Net Promoter Categories by Goal, for current & previous
month CPMNetPromoterByGoal For the current and previous month, the number of Net Promoter
ratings by category (Promoter, Passive, Detractor), by interaction
goal. Net Promoter Trend by Reason for Interaction CANetPromoterTrend The number of Net Promoter ratings by category (Promoter, Passive,
Detractor) related to resolved cases for the current month, grouped by
interaction reason. Satisfaction Summary Report (Current and Previous Month) CPMSatisfactionSummary The number of completed interactions and their disposition (requires
contact disposition in the Wrap-up screen to be enabled and
utilized). Interaction reports
Report name Rule name Report description AHT Trend By Channel CSAHTTrendByChannel The AHT trend by channel, by day. AHT Trend By Channel - Hourly CSAHTTrendByChannelHourly The AHT trend by channel. AHT Trend By CSR AHTByCSR The AHT trend by CSR. Case offer rate for proactive IVRIVA CaseOfferRateForProactiveIVR The rate of customers who are offered a case against those who are
not offered a case in the IVR. Case acceptance rate for proactive IVRIVA CaseAcceptanceRateForProactiveIVR The number of IVR interactions where a case was offered proactively
and where it was accepted. CPM Interaction Summary By Channel CSR CPMInteractionSummaryByChannelCSR For the current month, the number of interactions by channel. CPM Interaction Summary By Reason CPMInteractionSummaryByReason For the current month, the number of interactions by reason (work
type). CPM One Contact Analysis Summary CPMResolutionContactAnalysisSummary For the current month, the number of interactions by channel, that
are and are not related to a prior interaction. CPM Resolution Analysis CPMResolutionAnalysis For the current month, shows the following interaction statistics by
operator: number and percentage related to prior interactions,
percentage not related to prior interactions, number and percentage with
open cases, and percentage without open cases. Number of declined, expired, and transferred messaging
requests czGetConversationCountByStatus Average response time for messaging interactions czAvgResponseTimeForConversations Average number of messaging interactions per hour czAverageNumberOfMessagingInteractionsPerHour Chatbot interactions resolved without escalation cyChatbotInteractionsResolvedWithoutEscalation First Contact (One-Touch) Analysis Summary, by Channel, for current
month CAResolutionTouchAnalysisSummary For the current month, the number of interactions with and without
open cases. First Contact Resolution Summary CPMResolutionContactAnalysisSummary A summary of priority and non-priority interactions for each
channel. Interaction Summary By Channel CPMInteractionSummaryByChannel For the current month, the number of interactions by reason and
average interaction time, by operator. Interaction Summary By Channel - Hourly CSInteractionSummaryByChannelHourly The number of interactions by channel and hour, and the average
interaction time in minutes. Interaction Time by Channel CSR CPMInteractionTimeByChannelCSR The average handle time for an operator's interactions, by
channel. Interaction Time Trend by Reason CPMInteractionTimeTrendByReason The average interaction time by service type (reason). Most searched strings in interaction portal TopSearchStringsForIP For a specified time period, the top 10 most searched strings and the
number of searches. Satisfaction Summary, for current month CPMSatisfactionSummaryByChannel For the current and previous month, the percentage of interactions by
interaction disposition and channel. Top search strings with no articles in interaction portal TopSearchStringsWithNoArticlesInIP For a specified time period, the top search strings with no article
results. Knowledge Management reports
Report name Rule name Report description Most Viewed Articles MostViewedArticles Published articles by number of views, ratings, and rating
counts. Monitor Assignments reports
Report name Rule name Report description Timeliness by operator and work type for my work group CSSLAAdherence The number of service requests (cases) within SLA goal (and
percentage), by work type. Net Promoter reports
Report name Rule name Report description CPM Promoter Results by Customer Value CPMPromoterResultsByCustomerValueCSR Net Promoter results by customer value (for example, Platinum, Gold,
Standard) for past 60 days. Detractors By Customer Value PromoterSurveyDetractors_CustomerValue Percentage of Detractors by customer value. Detractors By Interaction Channel PromoterSurveyDetractors_InteractionType The number of Detractors by interaction channel. Detractors By Interaction Goal PromoterSurveyDetractor_InteractionGoal The percentage of Detractors by interaction goal. Detractors By Organizational Unit PromoterSurveyDetractors_OrgUnit The percentage of Detractors by organizational unit. Detractors By Reason For Interaction PromoterSurveyDetractors_RFI The percentage of Detractors by reason for interaction. Detractors By Work Group PromoterSurveyDetractors_WorkGroup The percentage of Detractors by work group. Detractors By Work Group PromoterSurveyDetractors_WorkGroup The percentage of Detractors by work group. Net Promoter Results CSR CPMPromoterResultsCSR The total number of Net Promoter surveys received in the last 30
days, by promoter category (Promoter, Passive, Detractor). Passive Users By Customer Value PromoterSurveyPassive_CustomerValue The percentage of Passives by customer value. Passive Users By Interaction Goal PromoterSurveyPassive_InteractionGoal The percentage of Passives by interaction goal. Passive Users By Interaction Type PromoterSurveyPassive_InteractionType The percentage of Passives by interaction type. Passive Users By Organizational Unit PromoterSurveyPassive_OrgUnit The percentage of Passives by organizational unit. Passive Users By Reason For Interaction PromoterSurveyPassive_RFI The percentage of Passives by reason for interaction. Passive Users By Work Group PromoterSurveyPassive_WorkGroup The percentage of Passives by work group. Promoter Survey Results By Org Unit PromoterSurveyResultsByOrgUnit The Net Promoter survey results by originating organizational unit
(number of Detractors, Passives, and Promoters). Promoters By Customer Value PromoterSurveyPromoters_CustomerValue The percentage of Promoters by customer value. Promoters By Interaction Channel PromoterSurveyPromoters_InteractionType The percentage of Promoters by interaction channel. Promoters By Interaction Goal PromoterSurveyPromoters_InteractionGoal The percentage of Promoters by interaction goal. Promoters By Organizational Unit PromoterSurveyPromoters_OrgUnit The percentage of Promoters by organizational unit. Promoters By Reason for Interaction PromoterSurveyPromoters_RFI The percentage of Promoters by reason for interaction. Promoters By Work Group PromoterSurveyPromoters_WorkGroup The percentage of Promoters by work group. Survey Results By Customer Value PromoterScoresByCustomerValue The Net Promoter scores (Promoter, Passive, and Detractors) by
customer value. Opportunity and Forecast reports
Report name Rule name Report description Pipeline Aging by Product CPMPipelineAgeingReportByProduct The opportunity pipeline by product and number of days in pipeline
(for example, less than 30 days, 30 to 60 days, 90 to 120 days). No date
parameters; includes all opportunities in the database. Pipeline Aging Report by Rep CPMPipelineAgeingReportByRep The opportunity pipeline by sales rep, total value, and number of
days in pipeline (for example, less than 30 days, 30 to 60 days, 90 to
120 days). No date parameters; includes all opportunities in the
database. Throughput Trend by Customer CPMThroughputTrendCSR The number of cases by the operator, and then by customer. Throughput reports
Report name Rule name Report description CPM Estimated Application Savings for Current Month CPMApplicationSavings The calculates savings achieved using Pega Customer Service. Compares
the call duration for a service process against an average benchmark for
the same process run in a legacy system. The time savings are then
multiplied by a cost factor to apply a dollar value to the savings
achieved. For more information, see Configuring the Estimated Application Savings report. CPM Throughput in Past Week by Work Type CPMWeeklyThroughput For the past week, the number of cases by work type, grouped by:
prior cases, new cases, resolved cases, and total current cases. CPM Throughput Report CPMThroughputReportByWorkStatus For the current month, the number of work types opened and
reopened. CPM Throughput Summary by Resolve Operator by Work Type CPMThroughputByResolveOpByWorkType For the current month, the number of cases received, resolved, and
open, grouped by operator and work type. CPM Throughput Trend by Resolve Operator, by Day CPMThroughputByResolveOpByDay For the current quarter, the number of cases received, resolved, and
open, grouped by date and resolve operator. CPM Throughput Trend by Resolve Operator, by Year CPM Throughput Trend by Resolve Operator, by Year For the current year, the number of cases received, resolved, and
open by quarter and resolve operator. CPM Weekly Throughput CSR CPMThroughputByWorktype For the past week, the open cases by work type and CSR. Open Cases by Assign Operator CAThroughputByAssignOp The number of open cases by assign operator. Open Cases by Work Type CAThroughputByWorktype The number of open cases by work type. Open Cases by Work Type (CSR) CPMThroughputByWorkTypeCSR The number of open cases for the current operator, grouped by work
type. Open Cases by Work Type for Current User CSOpenWorkByType The number of open cases for the current operator, grouped by work
type. Open Cases by Work Type for Current User - Past SLA Deadline OpenCasesPastSLAByType For the current user, the number of open cases past the SLA deadline,
grouped by work type. Throughput by Operator & WorkType for Current & Previous
Month CPMThroughputByResolveOpByWorkType For the current and previous month, the number of cases resolved by
operator, grouped by work type. Throughput Open by Business Unit CPMThroughputByBU The number of open cases by status and business unit. Throughput Summary By Work Type CPMThroughputReport The total number of cases opened, re-opened, resolved, and the number
of cases that are still open. Throughput Trend by Resolve Operator, by Month CPMThroughputByResolveOpByMonth For the current and previous month, the number of cases resolved by
work type, by operator. Throughput By Resolve Operator for current and previous month ThroughputTrendByResolveOperator For the current and previous month, the number of received, closed,
and resolved cases, and the number that remain open. Throughput Trend by Resolve Operator, by Week CPMThroughputByResolveOpByWeek For the current quarter, the number of received, resolved, and open
cases, grouped by week and resolve operator. Weekly Process Creation by Work Type CPMArrivalsPastEightWeeks For the previous 8 weeks, the weekly process (work type) creation,
grouped by week. Chat and messaging reports
Report name Rule name Report description Phrase usage by CSR CommonPhraseUsage Filters the phrase usage of a CSR by the start date, the end date,
and the channel. Usage of phrases by category and phrase OperatorPhraseUsage The primary column shows phrases grouped by categories,
and filters the phrase usage of a CSR by the start date, the end date,
the queue, and the operator.
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