Pega Customer Service provides two purpose-based portals designed to meet the needs of specific roles within the contact center. Interaction Portal is focused on supporting Pega Customer Service CSRs through engagement with the customer, while the Back Office Portal is focused on running back-office work.
The following table summarizes the core capabilities of each portal:
|Capabilities||Interaction Portal||Back Office Portal|
|Telephony support (inbound/outbound)||•|
The Back Office Portal supports outbound telephony support only.
|Email automation (Pega Email Bot)||•||•|
|Inbound email interactions||•||•|
|Outbound email interactions (initiated from service tasks)||•||•|
|View Bot transcripts after escalation||•|
|Agent-assisted chat and messaging||•|
|Dashboards and reporting||•||•|
|Robotics Start My Day||•||•|