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Dashboards and reporting

Updated on January 6, 2022

Pega Customer Service includes a variety of standard reports and graphs providing real-time information regarding processes, work, assignments, and historical data for analyzing contact center key performance indicators (KPIs) over time. In Pega Customer Service, there are two distinct report types – dashboard widgets, and analytics reports.

Pega Customer Service Product Overview
CapabilitiesInteraction PortalBack Office Portal
Out-of-the-box KPI summary reports
Library of 170+ out-of-the-box reports
Role-specific dashboards (*illustrated in the figure after this table)
Report builder / designer / scheduling
Data exploration tools
Drag and drop dashboard editors / designers

The following figure shows an example of a role-specific dashboard:

Dashboard example
Example of dashboard reports for a specific role

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