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Pega Customer Service reports
Pega Customer Service applications include the reports described in this article. To view a report, open the Interaction Portal, and then click the My Reports tab.
For information about additional reports available in all Pega applications, see Standard reports and categories.
Report categories
- Campaign reports
- CSR Performance reports
- Customer Case reports
- Customer Satisfaction reports
- Interaction reports
- Knowledge Management reports
- Monitor Assignments reports
- Net Promoter reports
- Opportunity and Forecast reports
- Throughput reports
Application-specific reports
- Pega Customer Engagement for Life Sciences
- Pega Customer Service for Communications
- Pega Customer Service for Healthcare
- Pega Customer Service for Financial Services
- Pega Field Service
Campaign reports
Information about the effectiveness of campaigns, the success rate of Customer Service Representatives (CSRs) in offering the campaigns, and key campaign metrics such as the number of campaigns rejected versus accepted.
| Report name | Rule name | Report description |
|---|---|---|
| CPM Campaign Effectiveness | CSCPMCampaignEffectiveness | The total number of campaigns (offers) and their disposition (rejected, more information, accepted). |
| CPM Campaign Effectiveness by Operator Report | CPMCampaignEffectiveness | For the current month and logged in operator, the number of campaigns (offers) accepted, rejected, and that need more information, by campaign. |
| CPM Campaign Summary Report | CPMCampaignSummary | For the current month, the number of campaigns (offers) accepted, rejected, and that need more information, by campaign. |
| CPM Operator Effectiveness by Campaign Report | CPMOperatorEffectiveness | The number of campaigns (offers) accepted, rejected, and that need more information, by operator. |
| Offer Rejected by Reason Report | CPMOfferRejectByReason | For the current month, the number of rejected campaigns (offers), and the rejected campaign names and reasons. |
CSR Performance reports
An overview of CSR performance by work type, satisfaction rating, and individual.
| 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 Case reports
Metrics about the number of cases opened and resolved by customer.
| Report name | Rule name | Report description |
|---|---|---|
| Active Pipeline Summary by Product by Stage | CPMActivePipelineSummaryProductStage | The number of opportunities by product and sales stage (for example, Development, Analysis, Legal). No date parameters; includes all opportunities in the database. |
| Annual Closed Opportunities | CPMAnnualClosedOpptySalesRep | The number of closed opportunities for the current year and their value by product and sales representative. |
| Annual Customer Opportunity Summary Sales Rep | CPMAnnualCustomerOpportunitySummary | The number of opportunities for the current year and their total value by customer. |
| Forecast Summary by Expected Close Month by Stage Sales Rep | CPMForecastSummaryByExpectedCloseMonthByStage | The number of opportunities and their total value expected to close, grouped by month. No date parameters; includes all opportunities in the database. |
| Forecast Summary by Rep and Stage | CPMForecastSummaryByRepAndStage | The forecast of sales opportunities by total value, stage, and sales representative. No date parameters; includes all opportunities in the database. |
| Lost Sale Report by Current Year By Rep and Reason | CPMAnnualLostSaleReportByRepAndReason | The number of lost sales for the current year by sales rep, by reason. |
| Lost Sale Report, by Product and Reason Sales Rep | CPMLostSaleReportByProductAndReasonSalesRep | The number of lost sales for the current year by product and reason. |
Customer Satisfaction reports
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.
| 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
Key operational information about customer interactions across channels, such as first contact resolution, average handle time, and interactions by channel.
| 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. |
| 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. |
| 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
Usage metrics for Pega Knowledge articles. Additional Pega Knowledge reports are available on the Knowledge Management portal.
| Report name | Rule name | Report description |
|---|---|---|
| Most Viewed Articles | MostViewedArticles | Published articles by number of views, ratings, and rating counts. |
Monitor Assignments reports
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.
| 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
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.
| 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. |
| 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
Key metrics about opportunities logged (won and lost), opportunity status and stage, and overall active pipeline.
| 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
Information about the volume of contact center cases, sorted by a variety of categories including create or resolve operator (CSR), and work type.
| 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. (See the Implementation Guide on the product page for information about how to configure this 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. |