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Interaction guidance

Updated on April 16, 2021

The interaction guidance feature provides a coaching capability during a phone interaction that is similar to the coaching tips that are applied to service tasks. 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 during the phone interaction.

Pega Customer Service Release Notes

You can configure interaction guidance by modifying the values of Churn risk, Lifetime value, and the Call value indicator within the DetermineInteractionGuidance decision table. For more information, see Interaction Guidance in the implementation guide.

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