What's new for reporting
Pega Customer Service™ includes the following enhancements to improve reporting.
Manager preview of the Explore Data tool
Managers can now access a preview version of the Explore Data reporting tool in order to benefit from redesigned, personalized reporting features. The full version of this tool will be available to clients running the Cosmos UI version of Pega Customer Service when that application becomes available. For operators who have Manager access, the Explore Data tool is on the Home tab (left pane) of the Interaction Portal. Use this tool to create on-demand reports and charts using interaction and service request data. For example, you can view a pie chart that displays a daily count of new service requests by case type, and then you can save that chart for quick reference. A saved report or chart is called an insight.
Average handle time by CSR over last week
Average handle time by channel over last thirty days
- Interaction average handle time
For more information, see Explore Data tool.
The following figure shows a sample Average handle time by CSR over last week insight.
The following figure shows the same insight after the user clicks the first bar to view interaction handle times for that one CSR:
The following figure shows how you can drill down to view the interaction details and case details at the lowest level of each insight:
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