PegaCS 7.1.4 Reference Guide 1

Pega Customer Service
7.1.4 Version
REFERENCE GUIDE
© Copyright 2015
Pegasystems Inc., Cambridge, MA
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Document: PegaCS Reference Guide
Software Version: 7.1.4
Updated: August 2015

CONTENTS
About this Document .......................................................................................... 1
Intended Audience .......................................................................................... 1
Documentation Set .......................................................................................... 1
Guide Organization ......................................................................................... 2
Chapter 1 Overview ............................................................................................. 3

Optimized Interaction Management ................................................................ 3
Smart Scripting and Guided Next-Step Processing ........................................ 3
Context-Sensitive User Interface..................................................................... 3
“One-and-Done” Service Process Automation ................................................ 4
Multi-Channel Support..................................................................................... 4
Mobile Access ................................................................................................. 4
Co-Browse....................................................................................................... 4
Social Engagement ......................................................................................... 4
Intelligent Sales and Marketing Campaigns .................................................... 5
Value-Based Service Level Management ....................................................... 5
Knowledge Management................................................................................. 5
Quality Performance Management.................................................................. 5
Real-Time Analytics and Reporting ................................................................. 5
PegaCALL™ and Customer Process Manager™ ........................................... 5
PegaCHAT and PegaCS ................................................................................. 6
Chapter 2 Existing Setup .................................................................................... 7

PegaCS System Administrator Account .......................................................... 7
Documenting Your Application ........................................................................ 8
RuleSet Hierarchy ........................................................................................... 9
Key PegaCS RuleSets .................................................................................. 10
PegaCS Application Definitions..................................................................... 11
MyCoCA .................................................................................................. 11
PegaCS ................................................................................................... 11
PegaChannelServices ............................................................................. 11
Key PegaCS Work Classes........................................................................... 12
Key PegaCS Data Classes ........................................................................... 13
Inheriting from PegaCS Classes ................................................................... 14
Configuring the Class Structure .............................................................. 14
Displaying the Class Structure ................................................................ 15
Configuring PegaCS Application Settings ..................................................... 16
Predefined Organizations, Divisions and Units ............................................. 18
Work Object Prefixes and Naming Conventions ........................................... 18
Pega Customer Service Reference Guide iii

Work Groups and Workbaskets .................................................................... 19
Operators and Access Groups ...................................................................... 20
Access Roles and Privileges ......................................................................... 20
PegaCS User Portals .................................................................................... 21
Using PegaCS Portals after a 7.1.3 Upgrade .......................................... 21
Interaction Portal for Customer Service Representatives........................ 22
Account Manager Portal .......................................................................... 24
PegaCS Tables in the PegaRULES Database.............................................. 25
Work tables ............................................................................................. 25
Rule and data tables ............................................................................... 25
Pega Knowledge tables ........................................................................... 26
PegaCALL tables .................................................................................... 26
Sample Database Tables for PegaCS Integration ........................................ 27
PegaCS Agents ............................................................................................. 27
Chapter 3: Modifying the PegaCS User Interface .......................................... 29

Understanding PegaCS Portals and Navigation Methods ............................. 30
PegaCS Portal Types .................................................................................... 30
Interaction Portal ..................................................................................... 30
PegaCS Mobile ....................................................................................... 31
Account Manager Portal .......................................................................... 32
Functional Comparison of PegaCS Interaction and Account Manager Portal
Types ....................................................................................................... 33
Understanding PegaCS Portal Skins and Styles ..................................... 34
Extending and Customizing the PegaCS Styles...................................... 34
Configuring PegaCS Portals ......................................................................... 35
Understanding Key Portal Components ........................................................ 35
Configuring Portal Headers ........................................................................... 36
To customize the portal header controls ................................................. 36
Configuring the My Favorites Gadget............................................................ 37
Adding a Data Source as a Favorite ....................................................... 38
Configuring RSS News Feeds....................................................................... 38
Configuring PegaCS Portal Search ............................................................... 39
Configuring Portal Search for External Data Sources ................................... 41
Configuring Search for Cases/Work Objects................................................. 42
Working with PegaCS Harnesses ................................................................. 42
Incorporating Scripts into Custom Harnesses ......................................... 42
Customizing the PegaCS Composite Displays ............................................. 44
Using Other PegaCS UI Configuration Controls ........................................... 45
Updating User Interface Screens Using Field Values ............................. 45
Configuring List Maximums ..................................................................... 46
Pega Customer Service Reference Guide iv

Chapter 4: Using PegaCS Landing Pages ...................................................... 47
Accessing PegaCS Landing Pages............................................................... 48
Using Common Landing Page Controls ........................................................ 51
Using the My Application Filter ................................................................ 51
Using Landing Page Update Functions ................................................... 51
Using List Sort and Filter Functions......................................................... 52
Understanding Configuration Alerts ........................................................ 53
Configuring Your Application using PegaCS Landing Pages ........................ 54
Interaction Types ..................................................................................... 54
Interaction Driver ..................................................................................... 56
Intent Tasks ............................................................................................. 59
Intent Suggestions......................................................................................... 62
Viewing suggestions ................................................................................ 62
Viewing processes that are suggested .................................................... 63
Next Best Action Adapter Configuration (Pega Marketing integration) ......... 63
PegaCS Composite – Legacy portals only .................................................... 64
To update composite details ................................................................... 65
Configuration Alerts ................................................................................. 65
Data Sources................................................................................................. 66
Dialog Cross Reference ................................................................................ 66
General Options ............................................................................................ 67
To update general or greeting options..................................................... 67
Coaching Tip Inventory ................................................................................. 68
Quality Review Analysis ................................................................................ 69
Customer Service Tools ................................................................................ 70
Customer Service Version ....................................................................... 70
Customer Service HotFixes........................................................................... 71
Class Settings ............................................................................................... 71
To update the Class Settings page ......................................................... 72
Application Behavior...................................................................................... 72
To update the Application Behavior page................................................ 73
Chapter 5: Configuring Interactions ................................................................ 75

Configuring the Interaction Starting Menus ................................................... 76
Adding Workflows as Intent Tasks ................................................................ 79
Adding Task Categories to the Interaction Driver .......................................... 80
Adding Workflow Processes to Interaction Task Categories ......................... 86
Configuring the Display Order of Intent Tasks in Interaction Driver Categories90
Creating Multiple Interaction Driver Categories for Tasks in the Same Class91
Suggesting Service Processes...................................................................... 92
Evaluating Suggestions for Different Interaction Types ................................ 94
Modifying Business Process Suggestions..................................................... 95
Pega Customer Service Reference Guide v

Repeating Suggested Tasks ......................................................................... 96
Configuring Intent When Rules ..................................................................... 97
Configuring the Auto-Launch of Intent Tasks ................................................ 99
Configuring the PegaCS Context Selection Dropdown ............................... 100
Configuring Child Interactions ..................................................................... 101
Configuring Data Sources ........................................................................... 104
Configuring External Tasks ......................................................................... 108
Configuring Remote Tasks Using the IAC Option ....................................... 109
Configuring Interaction Preferences ............................................................ 113
Configuring Customer Verification............................................................... 113
Defining Call Reasons ................................................................................. 114
Configuring the PegaCS Interaction Timer.................................................. 115
Configuring the SLA Used by the Interaction Timer .............................. 115
Dynamically Setting the Interaction Timer SLA ..................................... 117
Changing Default Caller Satisfaction and Disposition Settings ................... 118
Changing Net Promoter Settings................................................................. 118
Configuring Suggested Work Item Reviews ................................................ 120
Configuring Interaction Goals ...................................................................... 122
Configuring Call Duration Goals (Call Guidance message) ........................ 123
Configuring Dialog Controls ........................................................................ 124
Configuring the Dialog Method .................................................................... 124
Defining Dialog Script When Conditions ..................................................... 125
Defining Reference Properties with Dialog Scripts...................................... 128
Chapter 6: Configuring Service Processes .................................................. 130

Using the Case Designer to Create New Service Processes ...................... 131
Configuring Federated Cases Using the Case Designer ............................ 132
Configuring Communication Processes ...................................................... 138
Changing PegaCS Default Values .............................................................. 141
Modifying Complaint and Compliment Categories and Reasons .......... 141
General Service Item Types .................................................................. 143
Account Close Reasons ........................................................................ 144
Transaction Dispute Categories and Reasons ...................................... 145
Address Types ...................................................................................... 147
Communication Option Types ............................................................... 147
Association and Link Roles ................................................................... 148
Chapter 7: Configuring Other PegaCS Components ................................... 150

Configuring System Generated Priority Notes ............................................ 151
Configuring Call Volume Alerts ................................................................... 154
Key Configuration Rules ........................................................................ 156
Configuring the Callback # .......................................................................... 158
Pega Customer Service Reference Guide vi

Configuring Express Actions ....................................................................... 159
Configuring the Express History Control to Enable Info Tracking ............... 160
Setting Up Campaigns and Opportunities ................................................... 164
Configuring Offer Types ........................................................................ 164
Adding a Campaign ............................................................................... 166
Modifying Campaign Scripts and Objection Text................................... 169
Changing the Default Opportunity and Offer Functions......................... 170
Next Actions .......................................................................................... 170
Interest Levels ....................................................................................... 171
Sales Cycle Stages ............................................................................... 172
Offers — Reasons for Rejecting ............................................................ 173
Offers — Changing Default Actions ...................................................... 174
Configuring Suggested Content .................................................................. 175
Configuring the Content HelpSearchString using a Data Transform (Best
Practice) ................................................................................................ 175
Configuring Service Level Rules ................................................................. 178
Configuring SLA Profiles ....................................................................... 178
Configuring Fees ......................................................................................... 180
Configuring PegaCS Reports ...................................................................... 180
PegaCS Reporting Categories .................................................................... 181
Configuring the Estimated Application Savings Report ......................... 182
Incorporating Charts in Portals .............................................................. 185
Configuring the Address Map Control ................................................... 186
Disabling the RDE Date Properties ....................................................... 187
Configuring Quality Review and Customer Satisfaction Surveys ................ 188
Configuring Survey Rules ...................................................................... 188
Configuring Survey Rating Categories .................................................. 189
Configuring Survey Selection ................................................................ 191
Determining Interactions to Survey for Customer Satisfaction .............. 192
Configuration Required to Generate the Customer Satisfaction Survey ..... 192
Using Contact Security Facilities ................................................................. 193
In a Rule-Obj-When Rule ...................................................................... 193
From Direct Calls in HTML .................................................................... 193
From a Generic Function ....................................................................... 193
Using When Rules to Manage Context ....................................................... 193
Defining Products and Product Types ......................................................... 194
Configuring Page Push ............................................................................... 196
Chapter 8: Configuring and Using PegaCS on Mobile Devices .................. 198

Features and Capabilities............................................................................ 199
Differences between mobile and desktop portals........................................ 205
Building a Responsive UI ............................................................................ 205
Pega Customer Service Reference Guide vii

Rule Specialization for mobile ..................................................................... 206
Mobile Interaction Class and Interaction Driver........................................... 208
Chapter 9: Setting Up Communications ....................................................... 209

Correspondence Templates ........................................................................ 210
Setting Up Correspondence Verification ..................................................... 212
Setting Up Inbound Email............................................................................ 212
Setting Up an Email Listener ................................................................. 212
Creating an Email Account .................................................................... 214
Configuring SMS Notifications..................................................................... 215
Configuring Telephony Integration .............................................................. 217
Configuring Behavior when a Call Arrives (Call Treatment) .................. 217
Configuring the Screen Pop User Experience ....................................... 218
Configuring Auto-Accept (Start Interaction) ........................................... 218
Transferring a Call with the Associated Interaction (Voice and Data Transfer)
.............................................................................................................. 219
Configuring Voice and Data Transfer .................................................... 219
Enabling the Transfer tool ..................................................................... 219
Enabling the Accept button on the Review harness .............................. 219
Modifying Transfer Reasons ................................................................. 220
Setting a Time Limit for Voice and Data Transfers ................................ 220
Configuring Transfer Data ..................................................................... 221
Configuring Expert Assist ............................................................................ 222
Using Expert Assist Features ...................................................................... 222
Tips for Conducting an Expert Assist Session....................................... 224
Enabling PegaCS ExpertAssist with Lync® ................................................ 224
Update Custom PegaCS Application..................................................... 224
Configure Operator Skills & Preferences .................................................... 225
Configure PegaCS Expert Skills.................................................................. 225
Chapter 10: Social Engagement .................................................................... 226

Current Implementation Architecture........................................................... 226
Configuration Steps at a glance .................................................................. 227
Configuring Connection to the Pega Text Analytics Engine ........................ 228
Social Settings on Pega 7 landing page...................................................... 229
Access Social Engagement Landing Page ................................................. 230
Manage Projects ......................................................................................... 231
Manage Connectors to Social Channels ..................................................... 232
Manage Topics ............................................................................................ 237
Customer Service Interaction Portal for Social Engagement ...................... 238
Redesigned Social Page ............................................................................. 239
Managing Social Queues ............................................................................ 239
Pega Customer Service Reference Guide viii

Working Social Triage Queue ..................................................................... 242
Enabling Operators to Respond to Social Messages .................................. 243
Configuring the System to Respond to Tweets ........................................... 243
TweetDeck Configurations .......................................................................... 244
Configuring TwitterOauthClient in Pega Designer Studio ........................... 245
Authorizing the Operator for Twitter Response from Interaction Portal ....... 247
Authorizing Facebook Response oauth Client ............................................ 249
Configuring Social Agent for Conversation Threading ................................ 252
Chapter 11: Dynamic Class Referencing (DCR) .......................................... 254

Configuring an existing application to use DCR .......................................... 255
Extending DCR for New Implementation..................................................... 258
Chapter 12: Integrating PegaCS .................................................................... 260

Using Data Pages in PegaCS ..................................................................... 260
Sample Data for PegaCS Integration .................................................... 265
PA_ACCOUNT ...................................................................................... 266
PA_ACCOUNT_LINK ............................................................................ 268
PA_ACC_TRAN_TYPES ...................................................................... 269
PA_ADDRESS ...................................................................................... 269
PA_ADDRESS_TYPE ........................................................................... 270
PA_BUSINESSUNIT ............................................................................. 270
PA_BU_LINK ......................................................................................... 271
PA_COMM_OPTS ................................................................................ 272
PA_CONTACT ...................................................................................... 273
PA_CONTACT_BU_LINK ..................................................................... 274
PA_CUSTOMER_TYPE ........................................................................ 275
PA_INDUSTRY ..................................................................................... 275
PA_NOTES ........................................................................................... 276
PA_ROLES ........................................................................................... 277
PA_LOC_CATGS .................................................................................. 277
PA_LOC_CAT_TYPE ............................................................................ 278
PCA_ZIP_DISTANCES ......................................................................... 278
PSVC_ACCOUNT ................................................................................. 279
PA_ACC_STMTS .................................................................................. 279
PA_ACC_TRANS .................................................................................. 280
Appendix A: PegaCS Reports ........................................................................ 281

Report Browser ........................................................................................... 281
Creating Custom Reports ............................................................................ 281
Frequently Used Reports ............................................................................ 281
Appendix B: PegaCS-NBA Adapter Configuration ...................................... 293
Pega Customer Service Reference Guide ix

Introduction.................................................................................................. 293
Using the PegaCS Next Best Action Adapter.............................................. 294
Offer Advisor and Offer Negotiator Processes ...................................... 294
Get Next Best Action from Pega Marketing ........................................... 294
Offer history in the PegaCS composite ................................................. 295
Configuring the Next Best Action Adapter ................................................... 297
Install IAC .............................................................................................. 297
Configure Pega Customer Service Features ......................................... 298
Landing Page Configuration .................................................................. 298
Configure the Remote System details ................................................... 299
Configure the Authentication Profile ...................................................... 299
Set the SOAP and REST Service URLs................................................ 300
Configure the users ............................................................................... 300
Other Configuration Options .................................................................. 300
Reference the correct Pega Marketing application................................ 301
Install and Configure Pega Marketing Application Features ....................... 302
Addendum 1 – PegaCS Configuration Details ............................................ 304
Offer Advisor/Offer Negotiator Intent Tasks .......................................... 304
Offer History API ................................................................................... 304
Get Next Best Action API ...................................................................... 304
Passing feedback from PegaCS to the Pega Marketing application ..... 305
PegaCS Interaction and Service Process History ................................. 306
CPMInteractionHistory .......................................................................... 306
Appendix C: Creating Applications with Twitter & Facebook..................... 308

Registering an Application with Twitter ....................................................... 308
Creating a new Twitter application .............................................................. 308
Creating your Twitter Application Access Token ......................................... 311
Registering an Application with Facebook .................................................. 313
Creating a new Facebook application ......................................................... 314
Appendix D: Extension points for adding custom queue conditions ........ 318
Pega Customer Service Reference Guide x

About this Document
This document describes the design, structure and processing elements in Pega Customer
Service (PegaCS) that are ready for you to use to configure and deploy the application for its
initial production use.
The content of this document covers the new Interaction Portal introduced with PegaCS (CPM)
7.1.3 and does not cover prior PegaCS portals (legacy portals). For implementation and
configuration details on the previous portals, refer to the documentation prior to the PegaCS
7.1.4 release found on the Pega Discovery Network (PDN).
Note: Pega’s CRM product name, Customer Process Manager™ (CPM) has been changed to “Pega
Customer Service” (PegaCS), to more accurately reflect Pega’s customer service application and our
commitment to the enterprise customer service market. However, the acronym “CPM” is still utilized in
rules and other notations within this document and does not impact the functionality of those rules (or
referencing rules).
Intended Audience
This guide is intended to be used as a reference by:
Business Managers — responsible for evaluating the application and possess a general, non-
technical understanding of its features and capabilities.
Project Managers / Business Analysts — responsible for implementing the PegaCS

application that can be applied to specific business requirements, and ensures compliance and
continuous improvement across organizations.
System Architects / Application Developers — responsible for building, maintaining,

modifying, and extending the application.
System and Database Administrators — responsible for the installation, security, and
ongoing operational functions of the application such as access, tuning, and troubleshooting.
These users are presumed to be experienced with system operations.
Documentation Set
In addition to this document, the PegaCS documentation set includes:
 PegaCS Installation Guide — describes how to install PegaCS in your environment.

 PegaCS Upgrade Guide — describes how to upgrade PegaCS from a previous release.
 PegaCS Social Engagement Implementation Guide — describes how to configure and
utilize Social Engagement capabilities. This guide is also included in Chapter 10 of this
Reference Guide.
Pega Customer Service Reference Guide 1

 PegaCALL™ Configuration and Operations Guide — describes how to configure and
operate PegaCALL in your telephony environment.
 PegaCHAT Implementation Guide — describes how to implement PegaCHAT for customer
service via web-based chat.
All sources are available on the Pega Discovery Network (PDN). In addition, configuration
details, technical notes and how to articles for using Pega 7 can be accessed in the online Help
and on the PDN.
Guide Organization
This guide contains the following chapters and appendices.
Chapter 1: PegaCS Overview Provides a business and functional overview of PegaCS
Chapter 2: What Is Already Set Up Describes structures, defaults and sample data elements that are
already configured and ready for use
Chapter 3: Modifying the PegaCS User Interface Describes how to configure UI elements
Chapter 4: Using PegaCS Landing Pages Describes how to use PegaCS landing pages to view and
configure your application
Chapter 5: Configuring Interactions Describes the set up and configuration of rules, controls, and data
elements that control the processing of PegaCS interactions
Chapter 6: Configuring Service Processes Describes the ways in which you can extend PegaCS service
process functions
Chapter 7: Configuring Other PegaCS Describes how to configure additional PegaCS components
Components
Chapter 8: Configuring and using PegaCS on Describes how to configure and utilize PegaCS on mobile
mobile devices devices.
Chapter 9: Setting Up Communications Describes the configuration requirements for PegaCS

communication functions
Chapter 10: Social Engagement Describes the Social Engagement capabilities and configuration
for PegaCS
Chapter 11: Dynamic Class Referencing (DCR) Describes the DCR capabilities and configuration for PegaCS
Chapter 12: Integrating PegaCS Describes how to integrate with your information systems to
obtain, display, and update customer information
Appendix A: Reports Describes reporting in PegaCS and provides a listing of the out-
of-the-box reports shipped with the application.
Appendix B: PegaCS-NBA Adapter Configuration Describes how to configure the PegaCS-NBA adapter to leverage
the Next Best Action Marketing framework in PegaCS.

Chapter 1 Overview
Pega Customer Service (PegaCS) helps reduce service costs and improve customer
satisfaction through a process-driven approach that helps to resolve customer issues quickly at
the initial point-of-contact. With PegaCS, your company has new capabilities to:
Improve service effectiveness by providing guided and personalized customer service

processes
 Increase operational productivity by automating work across business silos

 Increase customer retention and cross-sell revenue
 Reduce training time
 Ensure an optimal customer service experience
Optimized Interaction Management

The Pega Customer Service Interaction Driver helps optimize every customer interaction. Its
built-in intelligence automatically queues business processes based on your company policies
as well as on anticipated customer requests. As a result, you can act on service requests before
your customers even ask — reducing your callback frequency and increasing first-call resolution
rate.
Smart Scripting and Guided Next-Step Processing

With PegaCS, smart scripting and next-step workflow guide you through every customer
interaction — reducing training time and ensuring service consistency. Service processes can
be specialized to the customer and circumstance, enabling personalized service for customers,
but without compromising efficiency. Comprehensive dialog management facilitates creating
dynamic scripts that are personalized for the customer within the context of the interaction.
Context-Sensitive User Interface

PegaCS employs a web-based user interface that dynamically presents information when and
where you need it. By presenting information that is both relevant to the customer, the current
context and to the task you are performing, PegaCS gives you a smart way to handle customer
interactions. The browser-based interface means that PegaCS is easy to deploy across your
organizations. Optionally, your company can integrate the PegaCS processes into other
application portals, such as web self-service.

“One-and-Done” Service Process Automation
Through automated best-practice service workflows that are directly integrated with your legacy
and back-end systems in real time, you can resolve customer issues quickly — without
transferring or calling back customers, and without passing service fulfillment to the back office.
The result is more efficient and effective service. Other capabilities such as automatic
correspondence and service request audit trails minimize manual work and reduce time-
consuming work transfer.
Multi-Channel Support
PegaCS includes integrated, multi-channel support capabilities for managing telephone, web
chat, e-mail, and Web-based service interactions. Using PegaCALL™, PegaCS provides robust
CTI support including adaptive screen pops, desktop telephony controls, and enhanced call-out
facilities. PegaCHAT provides integrated web chat capabilities with PegaCS. By leveraging the
business rules engine architecture you can re-use your business processes and rules across
channels — from the contact center to the Web.
Mobile Access
PegaCS may be used on mobile devices (tablets) to serve customers in person. Contact center
supervisors may also use tablets to assist with customer service interactions or cases. When
accessed from a mobile web browser, PegaCS provides a touch-friendly mobile portal that
provides access to customer information, customer interactions and service processes. For iOS
and Android devices, the application may also be packaged into a hybrid mobile application.
Co-Browse
Co-Browse lets customers share their screens, typically on a self-service portal, with a CSR in
real time, enabling the CSR to provide instruction, coaching and guidance to help the customer
navigate a self-service portal or complete a task. Pega Co-browse is available as a component
of PegaCS. Pega Co-Browse must be licensed separately.
Social Engagement
PegaCS Social Engagement features use advanced text analytics to enable organizations to
harvest documents from social media networks like Twitter, Facebook and YouTube in order to
engage with customers in those channels. Content is analyzed using advanced text analytics to
extract meaning and structure from the text – enabling cases to be created and routed
dynamically based on things like topics, categories, sentiment and influence. PegaCS Social
Engagement must be licensed separately.

Intelligent Sales and Marketing Campaigns
With its intelligent campaign and offer management capabilities, PegaCS helps you deliver the
right offer to the right customer at the right time. Integrated campaign setup and tracking
capabilities enable you to easily manage your company’s cross-sell, retention, reward, and
restitution campaigns.
Value-Based Service Level Management

To help you meet important performance objectives, PegaCS provides sophisticated facilities for
managing value-based service level agreements (SLA). You can assign and monitor work,
ensuring that tasks are completed according to both business priority and customer value.
Knowledge Management
Increase CSR efficiency by leveraging the Pega Knowledge Management application to suggest
relevant answers and information that is contextual to the service case or work flow. This allows
the right content (answers) to be suggested to CSRs at the right place and time, reducing the
need to search for answers, increasing first contact resolution while reducing average handle
time. PegaKM Help Sites allow you to share answers and other helpful information with your
customers, helping to deflect costly calls into your contact centers. Pega Knowledge
Management must be licensed separately.
Quality Performance Management

PegaCS provides comprehensive quality review management capabilities to evaluate and
monitor employee performance against your company’s quality criteria. Dynamic coaching tips
improve productivity and reduce training time by delivering real-time advice and instructions to
individual employees while they are interacting with customers.
Real-Time Analytics and Reporting

PegaCS includes a wide variety of standard reports and graphs providing real-time information
regarding processes, work, assignments, and historical data for analyzing contact center
performance over time. Powerful drill-down analysis capabilities enable you to travel from a
summary view of your entire operation down to the details of a single service-request case.
PegaCALL™ and Customer Process Manager™

PegaCALL™ provides Computer Telephony Integration (CTI) to improve contact center
operations. PegaCALL enhances telephone-based customer interactions such as service
inquiries, telemarketing, sales, and collection efforts by integrating business process
management capabilities with telephony hardware, software, and industry-standard APIs.
Implementing CTI in contact centers typically involves connecting a computer system to an IVR
and a telephone switch. The IVR passes information about calls it is servicing to PegaCS and
provides critical information if and when the caller decides to speak to a customer service
representative (CSR). This information typically includes the caller’s account number as
punched into the touch-tone phone and other information about the IVR interaction.

A telephone switch (PBX or ACD) provides PegaCS with information about the call which
enables PegaCS to present customer and call details to the PegaCS in a screen pop as the call
arrives.
The connection between the ACD and the PegaCALL application also allows CSRs to issue
telephone switch commands from the workflow for controlling the call. Examples of such
commands are hanging up on a call, transferring a call, and making the CSR phone ‘not ready’
for calls.
For information about configuring PegaCALL, see the PegaCALL™ Configuration and
Operations Guide for your CTI platform.
PegaCHAT and PegaCS

PegaCHAT 7.1.4 includes significant changes from the previous CPM 7.1.3 Release.
To configure PegaCHAT, refer to the PegaCHAT Implementation Guide in PDN.

Chapter 2 Existing Setup
This chapter provides information about what is already set up in the system when it is installed
and some of the changes you need to make to begin development of your PegaCS
implementation.
The topics covered in this chapter are:
 PegaCS System Administrator Account

 Documenting Your Application
 RuleSet Hierarchy
 PegaCS Application Definitions
 Key PegaCS Work Classes
 Key PegaCS Data Classes
 Inheriting from PegaCS Classes
 Configuring PegaCS Application Settings
 Predefined Organizations, Divisions and Units
 Work Object Prefixes and Naming Conventions
 Work Groups and Workbaskets
 Operators and Access Groups
 Access Roles and Privileges
 PegaCS User Portals
 PegaCS Tables included in the PegaRULES Database
 Sample Database Tables for PegaCS Integration
 PegaCS Agents
PegaCS System Administrator Account

PegaCS uses the following Operator ID as the framework system administrator account.
This Operator ID gives you access to all the application management functions.
Operator ID: CASysAdmin
Password: install

Documenting Your Application
Before you begin the deployment process, it is important to understand what classes, rules, and
flows already exist. All Pega 7 applications have a self-documenting feature that enables you to
develop and document your application simultaneously, making it easy for any developer to
continue where you left off.
Using the Application Document Wizard along with this guide helps you understand what has
been delivered and what has changed as you deploy PegaCS into your test and production
environment. You can access the wizard by selecting DesignerStudio > Application > Tools
> Document. For information about using this feature, click Help in the wizard display.
Application and PegaCS landing pages are launched from the DesignerStudio. The Designer
Studio provides you with access to information about your application and PegaCS. Multiple
features allow you to document your application and its use cases, obtain an inventory of rules,
and review recent changes/developer activity and more.
As you extend PegaCS, a recommended best practice is to complete the Full Description and
Usage fields on the History tab of each rule form. Enter information in these fields that explains
what the rule is for and how it is used. This information is displayed in some landing pages for
reference, and you can then create a list view report that shows the information you entered for
each rule.

RuleSet Hierarchy
You can view a list of the RuleSets in PegaCS from the Designer Studio by selecting the
DesignerStudio > Application > Structure > RuleSet Stack landing page option.
The RuleSet Stack tab displays the high level RuleSet stack for each application rule defined in
PegaCS. Expand an application to list its RuleSets.
RuleSets are arranged hierarchically with the more general rules at the bottom and more
specific rules at the top.
The RuleSets at the bottom are standard in all applications and control the underlying Pega 7
operations; while the rules towards the top control PegaCS application functions. RuleSet order
is critical to rule resolution. To find the appropriate rule, Pega 7 begins with the top RuleSet in
the list, and if the rule is not found moves to the next RuleSet.

Key PegaCS RuleSets
MyCoCA — PegaCS sample rules for such things as dialog scripts, campaigns, and knowledge
content
Note: This RuleSet is typically removed from the hierarchy before production deployment.
 CPM-Social — rules for PegaCS Social Media Integrations

 CPM-ExpertAssist — rules supporting ExpertAssist collaboration functionality
 CPM-PegaNPS — extends the Net Promoter® framework in PegaCS to reflect recent
customer NPS ratings and the ability to adapt CSR behavior to help retain promoters and
convert detractors
 PegaFW-NPS — Net Promoter Score® (NPS®) Framework that enables NPS surveys,
follow-up, and analysis from customer interactions
 PegaFW-Lync — rules supporting the Microsoft Lync® 2010 capabilities utilized by
ExpertAssist
 CPM — top-level RuleSet for PegaCS functions; your site-specific RuleSets should use the
PegaCS RuleSet as a pre-requisite
 CPM-Reports – PegaCS report definition rules used in PegaCS dashboards and the report
browser
 PegaAppCA — base rules for the PegaCS processes and data definitions
 PegaKM – rules supporting the search and display of Pega Knowledge content
 PegaFW-NewsFeed — base rules for PegaCS NewsFeed functionality (RSS/ATOM)
 Pega-LP_CPM — rules for PegaCS landing pages

PegaCS Application Definitions
Application rules contain specification details and specific configuration for applications defined
using Pega 7. PegaCS ships with several pre-defined applications. Applications are arranged
hierarchically and inherit from each other. To extend PegaCS features, you create applications
that inherit from the PegaCS applications. Please note that although PegaCS is the new
product name, “CPM” is still utilized throughout the rulesets and application stack.
PegaCS (CPM) is installed with the following applications.
MyCoCA
 Built on application: PegaCS
 MyCoCA is a sample application built on the core PegaCS application that provides sample
configuration and extensions.
Note: This application should not be included as part of your production PegaCS application hierarchy.
PegaCS
 Built on application: PegaChannelServices
 PegaCS contains the core application RuleSets required to use PegaCS and defines the
standard use cases and classes for interactions and service processes. Your site specific
applications should inherit from the PegaCS application in order to extend its features.
PegaChannelServices
 Built on application: PegaRULES
 PegaChannelServices contains base RuleSets for Pega frameworks and integration
RuleSets, classes and use cases for CTI and Chat integrations.

Key PegaCS Work Classes
The classes in PegaCA-Work contain the PegaCS specific work related rules. Work classes
organize the different types of work required by users. You can view the PegaCS work class
structure from the Application Explorer.
The PegaCA-Work class inherits from:
 PegaApp-Work which inherits from

− Work- class
Note: PegaCA-Work, Interaction, and QualityReview are class groups.

Key PegaCS Data Classes
The classes in PegaCA-Interface and PegaCA-Party contain the PegaCS specific rules
associated with data.
The PegaCA-Interface- class inherits from:
 PegaApp-Interface which inherits from

 PegaApp- which inherits from
− @baseclass
The PegaCA-Party- class inherits from:
 PegaApp-Party which inherits from

− Data-Party

Inheriting from PegaCS Classes
When you deploy PegaCS in your environment, it is important that your class structure inherit
from the PegaCS class structure. The following table provides an example of how a company
named Acme might inherit from PegaCS work classes using both directed and pattern
inheritance. See the developer Help and the PDN for more about setting up directed and
pattern inheritance at your site.
Name Example Class Inherits From
Interaction class group Acme-CPM-Work-Interaction PegaCA-Work-Interaction (directed)

Acme-CPM-Work (pattern)
Site-specific class group Acme-CPM-Work PegaCA-Work (directed)

Acme-CPM- (pattern)
Quality review class Acme-CPM-Work-QualityReview PegaCA-Work-QualityReview (directed)

group Acme-CPM-Work (pattern)
Service process class Acme-CPM-Work PegaCA-Work (directed)

group Acme-CPM- (pattern)
Service process classes Acme-CPM-Work-AddressChange PegaCA-Work-AddressChange (directed)

Acme-CPM-Work (pattern)
Acme-CPM-Work-CustomProcess Acme-CPM-Work (directed)
Interaction class Acme-CPM-Work-Interaction-Call PegaCA-Work-Interaction-Call (directed)

Acme-CPM-Work-Interaction (pattern)
Configuring the Class Structure

Once your custom class structure has been created, you must configure the names of your
classes and class groups so they can be recognized and used by PegaCS. The names can be
configured on the Class Settings landing page. For more information on updating this landing
page, see Class Settings in Chapter 4.

Displaying the Class Structure
PegaCS gives you the ability to display a class structure in a grid format.
As an example, from the Application Explorer select the PegaCA-Work class. Scroll down to
the Interaction class and right-click on the class name.
Select the Inheritance option to display the hierarchy grid.

Configuring PegaCS Application Settings
There are a number of application-wide settings that can be configured to determine how your
implementation functions.
These settings are updated through the Application Behavior landing page (for more on using
this page, see Application Behavior in Chapter 4) and saved on the PegaCA-Admin-
ApplicationSetting.pyDefault DataTransform rule. If needed, you can configure a different copy
of this rule in different RuleSets for each PegaCS application implemented.
Application Configuration Settings Table
This table describes the available options.
Field Description Default

Name Value
Site Specific Specifies a prefix to be used with the Pega 7 Case Designer. Case Designer adds this prefix CA
Prefix to flow rules and SLA rules created for easier identification.
Composite Controls the default tab that displays when the search interaction and service items are Service
Search selected from the composite. Items
Default
• Setting this to Service Items sets the service item search as the default tab
• Setting this to Interaction Items sets the Interaction search as the default tab
Supported in legacy portals only
Flow Type Determines how PegaCS flows are presented in the designer portal. Valid values are Modeler
Modeler or Visio.
Auto Refresh Setting this option to true refreshes the user’s worklist on the dashboard whenever they return True
My Work? to their dashboard if they have completed an interaction or work item/case.
Allow Determines whether users are allowed to open multiple instances of the same service True
Duplicate process during an interaction. Setting this option to true allows CSR’s to launch the same
Task Open? service process in parallel (e.g. opening 3 of the same service processes at the same time
during an interaction).
Display Call Setting this option to true will display the Contact Center Volume alerts gadget on the True
Volume? PegaCS Interaction Portal.
Call Volume Specify the refresh rate (in seconds) for the Contact Center Volume alerts gadget. 120
Refresh Rate
(secs)
Alert Gadget Specify the refresh rate (in seconds) for the Messages and Alerts gadget displayed on the 120
Refresh Rate dashboard.
(secs)
Call Timer Specify the refresh rate (in seconds) for the interaction call timer in the customer thumbnail. 1
Refresh Rate
(secs)

Field Description Default
Name Value
PegaCS Setting this option to true will display the Report Browser in the PegaCS Interaction Portal, True
Default To and the PegaCS Account Manager Portal. When set to false, the Analytics tab displays in the
Report above portals.
Browser? Supported in legacy portals only
Refresh Setting this option to true allows Sections in the Interaction Driver to automatically refresh True
Driver with certain UI events so the Sections remain “in-context” with the current process.
Section?
Populate Setting this option to true populates the RDE date properties (for example, RDEDay, True
RDE Report RDEMonth) that were used in PegaCS reports prior to CPM 6.3 SP2. It can be set to false if
Properties? your implementation does not include any custom reports that use the RDE properties.
Interaction This setting supports backward compatibility to existing flows that call the CAAddHeaderTask True
Task Logging and CALogWorkObject. Set to false to enable backward compatibility.
Inflight Setting this option to true triggers a warning message alerting the user that a service process True
Processes is still in-flight when the WrapUp button was clicked. Setting this option to false will not trigger
Warning the in-flight warning message.
During Wrap
Up
NBA Adapter Setting this option to true enables PegaCS to interact with the Next Best Action Marketing False
Enabled? framework to drive various offers and guidance on the CSR’s Next Best Action. See
Appendix B in this Reference document for complete configuration details.

Predefined Organizations, Divisions and Units
PegaCS comes with the following predefined organization, division, and units. This chart can be
displayed by selecting DesignerStudio > Org & Security > Organization > Organizational
Chart landing page option.
Work Object Prefixes and Naming Conventions

Work objects (cases) capture and process information about an individual unit of work. When
PegaCS initiates a work object, a predefined model rule populates key property values that
directly affect the work object. As work objects progress towards resolution, core property
values - such as priority and status - are updated to reflect the current state of processing.
Each work object has a unique property, .pyID, computed by combining a system assigned
number and a prefix, .pyWorkIDPrefix, defined by the work object model.
This table lists the prefixes used by PegaCS.
ID Work Object Class Description

Prefix
I- PegaCA-Work-Interaction Used for interaction work objects
O- PegaCA-Work-Interaction-Outbound Used for outbound interaction work objects
Q- PegaCA-Work-QualityReview Used for quality review work objects
QM- PegaCA-Work-QualityReview-Gen Used for the quality review selection process
RI- PegaCA-Work-Interaction-Research Used for research interaction work objects
S- PegaCA-Work Used for non-interaction customer service work items
C- PegaCA-Work-Cover- Used for non-interaction customer service work cases (cover objects)
NPS- PegaFW-NPS-SurveyPegaFW-NPS- Used for Net Promoter surveys and follow-up cases
Survey-FollowUp

ID Work Object Class Description
Prefix
SN- PegaCA-Work-Interaction-Social Used for social interaction work objects
WI- PegaCA-Work-Interaction-Web Used for web interaction work objects
Work Groups and Workbaskets

Your application supports two models for distributing work - worklists and workbaskets.
 A worklist is associated with an operator ID and contains a list of assignments, organized by

urgency, for a specific user. Worklists are instances of Data-Admin-Operator-ID.
 A workbasket is a centralized, shared pool of assignments from which several users can
select cases on which to work. Workbaskets are instances of Data-Admin-WorkBasket.
This table lists the default work groups, workbaskets, and worklists in PegaCS.
Work Groups
Default
Workbaskets
Account Exceptions Account Maintenance
Branch Processing Coaching Session
Complaints and Suggestions CTI Call Transfers
Feedback General Service Cases
Inbound Correspondence Inbound Social Messages
Material Fulfillment New Account Opening
NPS Survey Follow-up Opportunities
Outbound Campaigns Outbound Correspondence
Pending Campaigns Quality Review
Statement Copy Requests Survey Review
System Enhancements
Worklists
CACSR CAManager
CASysAdmin CAAccountManager

Operators and Access Groups
PegaCS comes with the following Operator IDs and Access Groups. The operator passwords
are set to install. This table lists the default operators and their access groups in PegaCS.
Operator ID Access Group
CACSR CACSR
CAManager CAManager
SocialCSR SocialCSR
CASysAdmin CASysAdmin
CAAccountManager CAAccountManager
CPMKMSecurityAdmin CPMKMSecurity
Access Roles and Privileges

PegaCS includes a set of predefined access roles and privileges for the standard framework
user roles. You can use the roles and privileges that come with the framework or you can create
your own.
This table lists the access roles in PegaCS and the privileges assigned to those roles.
Roles
CAAccountMa
CASysAdminr
CAManager
SocialCSR
CACSR
nager
Privileges
Perform x x x
Update x x x
Reopen x x x
AssignExpertSkills x x
CPMAccessExpertAssist x x x x
QualityReview x x x
UpdateDialog x x
UpdateCampaigns x x
UpdateCoachingTips x x
UpdateHotKeys x x x x x
UpdateHotKeysAdmin x

Roles
CAAccountMa
CASysAdminr
CAManager
SocialCSR
CACSR
nager
Privileges
UpdateNavigation x x x x x
ViewManagerContent x x x
AccessCPMAccountManagerReports x x
AccessCPMManagerReports x x
AccessCPMSalesManagerReports x
CPMAddFavorite x x x
CPMEnableLinkedIn x x x
EnableNewsConfig x x x
PegaCS User Portals

This section shows the portal layouts that users in different roles see on their home page when
they log into PegaCS with a table of gadgets associated with each portal.
 CPMInteractionPortal — customer service representative

 CPMAccountManager_Portal — account manager
Note: PegaCS Mobile does not use a separate portal rule. The user-experience for mobile devices is
part of the PegaCS interaction portal. Details are provided in the Configuring and using PegaCS on
mobile devices chapter.
Note: The CPMCSR_Portal, CPMSalesRep_Portal and CPMSalesManager_Portal were deprecated in

CPM 7.1.3. Access Groups using the CPMCSR_Portal should be updated to use the
CPMInteractionPortal and include the CPM,:CSR role. Access Groups using the CPMManager_Portal
should be updated to use CPMInteractionPortal and include the CPM:Manager role.
Using PegaCS Portals after a 7.1.3 Upgrade

If you have upgraded your existing PegaCS system to 7.1.3 or later version, one or more of the
following can impact/apply to the configuration of user portals.
 If your legacy portals have been customized, these customizations will not be included in the
updated portals when you upgrade. If the customizations are still required, you will need to
evaluate and plan for making equivalent customizations in the new portals.

 PegaCS portals from releases prior to CPM 6.2 - CACSRPortal, CAManagerPortal,
CASalesRepPortal, CASalesManagerPortal and their derivatives - are no longer supported
and will not function in this version of PegaCS. PegaCS operators must use the 7.1.3 (or
later) UI and portals.
 The CPMManager_Portal introduced in CPM 6.2 was deprecated in the CPM 6.3 SP2
version. Starting with CPM 7.1.3, its features have been included in the
CPMInteractionPortal and made available to users with the PegaCA:Manager access role.
 Access groups should be reconfigured to use the 7.1.3 (or later version) UI and one of the
following portals:
− CPMInteractionPortal
− CPMAccountManager_Portal
If you need additional assistance in updating your portals, contact your Pega Account
Executive.
Interaction Portal for Customer Service Representatives
Interaction Portal Features
Area Gadget/Functions
Home – Dashboard Dashboard Graphs

Area Gadget/Functions
My Work
Messages and Alerts
Call Center Queue Monitor
Work Tabs:
My Cases
Workbaskets
Recent
Team
Chat Tools
Phone Tools
New Work Menu
Portal Search
Operator Menu
My Reports Recent Reports
Search Reports
Add Report
Add Category
Private Categories
Public Categories
Social Social Triage

Retweet/Repost, Like, Ignore, Quick Reply, Start an
Interaction, or Delete
Sort by
Filter
Social Queues
Manager Tools Quality Review Management Campaign Management

(requires PegaCA:Manager role to Reassign Work
access)
Pulse Post or Reply to a Message
File
Link

Account Manager Portal
Account Manager Portal Gadgets
Tab Gadget/Functions
Dashboard Dashboard Graphs
My Work
My Favorites
Messages and Alerts
My Reports Recent Reports
Search Reports
Add Report
Add Category
Private Categories
Public Categories
Social Social Triage
Retweet/Repost, Like, Ignore, Quick Reply, Start an Interaction,

or Delete
Sort by
Filter
Manager Tools Quality Review Management
Campaign Management

Tab Gadget/Functions
Reassign Work
Pulse Post or Reply to a Message
File
Link
PegaCS Tables in the PegaRULES Database

When PegaCS is installed, the following tables are added to the internal PegaRULES database
to manage work data and rules. Schemas for these databases can be viewed and modified via
the Database Schema wizard that is launched from the Tools menu by selecting
DesignerStudio > System > Database > Modify Schema. See the online system Help topic
About the Modify Schema Wizard.
Work tables
 pca_work — interaction and service work objects
 pca_index_interactions — index of interaction objects to support fast data retrieval
 pca_index-relatedinteractions – index of related interactions to a common work item
 pca_qualityrvw — quality review work objects
 pca_intent_context – demographic interaction snapshot data; used for adaptive suggestions
 pca_intent_usage – intent usage data; used for adaptive suggestions
 pca_intent_summary – roll-up of intent context and usage data; used for adaptive
suggestions
 pa_rating – reference table for rating functions
Rule and data tables

 pa_product — information about your company’s products
 pa_product_type — information about your company’s product categories
 pca_index_assoc_ctip — index for coaching tip assignment rules
 pca_index_assoc_dialog — index for dialog assignment rules
 pca_rule_assoc_ctip — coaching tip assignment rules
 pca_rule_assoc_dialog — dialog assignment rules
 pca_rule_campaign — campaign rules
 pca_rule_dialog — dialog rules
 pca_rule_task — task rules used by the PegaCS interaction driver

 pca_slaoverride — service level overrides set for individual customers
 pfw_nps_survey — NPS framework survey rules
 pca_nps_survey — rules that extend the NPS framework survey rules
 pca_myfavorites — data related to user-specified favorites
Pega Knowledge tables

 pfw_km_work — KM content information (e.g. content name, ID, author, views, ratings, etc.)
 pfw_km_data — KM taxonomy information (e.g. taxonomy name, level, taxonomy child
links)
 pfw_km_link_rating — stores content rating information by create operator and article
 pfw_km_link_permissions — access permissions linking a role to a taxonomy
 pfw_km_helportal — KM Help Site information (e.g. help site name, create operator, help
site status)
PegaCALL tables
 pa_CTI_CALL — call data from the telephony environment
 pa_CTI_IVRDATA — additional call data that is not attached to the call
 pa_call_transfer – transient CTI call transfer data
Note: Consult your database administrator to customize and tune the database tables for optimal
performance.

Sample Database Tables for PegaCS Integration
PegaCS also comes with a set of industry-standard sample database tables that simulate
customer information you can use for demonstration and testing until your system is integrated
with your legacy databases.
For a list of those tables and details about the data stored in each table, see Chapter 12:
Integrating PegaCS.
PegaCS Agents
Agents are internal processes on the server that run activities in the background according to a
schedule — rather than being called by user processing.
To view a list of PegaCS agents, select Records > SysAdmin > Agents.
Select the PegaAppCA instance. There are three agents that support PegaCS and reside in the
PegaAppCA RuleSet.
 CAAggregateData: Deprecated in CPM 6.3

 ReassignToTransferor: This agent runs on a specified interval and calls the
CACTIReassignToTransferor activity that reassigns transferred calls that have not been
picked up from the transferred workbasket back to the original transferor. This agent should
be enabled after the PegaCS installation (see screenshot below).
 RatingAggregateData: (Not supported in CPM 7.1.3 or later versions) This agent runs on
the specified interval and calls the AppAggregateRatings activity to roll-up knowledge
content ratings by users to determine the most useful content is presented to users during
help or FAQ processing. The summary ratings are stored in the pca_rating_sum_knowcont
table in the PegaRULES database.

Alternatively, you can view and enable/disable agents through the System Management
Application.
Select DesignerStudio >System > Operations > System Management Application, select
proper Node, Agent Management > Agents.

Chapter 3: Modifying the PegaCS User
Interface
This chapter describes how to configure PegaCS user interface components.
Topics are:
 Understanding PegaCS Portal Types and Navigation Methods

 Configuring PegaCS Portals
 Configuring Portal Search
 Working with PegaCS Harnesses
 Using Other PegaCS UI Configuration Controls

Understanding PegaCS Portals and Navigation Methods
This section includes the following topics:
 PegaCS Portal Types

 Understanding PegaCS Interaction Navigation Methods
 Understanding PegaCS Portal Skins and Styles
PegaCS Portal Types

PegaCS includes purpose-specific portal types to serve various needs. Your implementation
can use one or more of these portal types depending on your site-specific needs. Portals are
designed to share or “re-use” sections and other UI elements.
 Interaction Portal – designed for contact center personnel who manage multiple-
simultaneous customer interactions (such as phone, email, chat, and social), and manage
post-interaction and other work
 Mobile – designed for service personnel who need access to PegaCS capabilities from a
mobile device (tablet) to serve customers in person or to assist others with customer service
(example: contact center supervisors). PegaCS mobile is a touch-friendly variant of the
PegaCS interaction portal.
 Account Manager Portal – designed for other personnel that manage accounts and related
customer requests and obligations
Interaction Portal
Using the Interaction Portal, CSRs can manage multiple, simultaneous customer interactions,
such as phone, social, email or chat interactions. CSRs can switch between interactions by
accessing the Interaction Tabs on the top of the Interaction Portal.

CSR’s can conduct interactions – either by manually starting a new interaction from the ‘+ New’
menu, receiving a screen pop from a phone call or chat, or launching an interaction from the
Social Engagement triage screen.
CSR’s can also perform research and review customer and account records by performing a
search from the top toolbar and selecting an appropriate data source.
CSRs can access the dashboard, graphs and reports, worklist and other portal gadgets through
their Home area.
PegaCS Mobile
PegaCS Mobile provides a touch-friendly user experience for service personnel accessing
PegaCS from mobile devices (tablets). Using PegaCS Mobile, a user may initiate PegaCS
interactions, access customer information (composites), and serve customers using service
processes. Users may also access cases from workbaskets and work lists, in order to assist
with customer service.

Account Manager Portal
Using the Account Manager portal, back office users can manage accounts, work, and research
customer information and create new customer cases in a similar manner as the Interaction
Portal.

Users can access the dashboard, graphs and reports, worklists, Social and other portal
capabilities through their Home area.
Functional Comparison of PegaCS Interaction and Account Manager Portal

Types
The following table highlights differences between PegaCS portal types.
Interaction Portal Account Manager Portal
Account Manager or back-office

CSRs and other contact center
Best suited for personnel that do not need full contact
personnel
center functionality
Work Modes
Search for customers, view

General
customer history/activity, Yes Yes
Work Mode
launch new customer cases
Process general or post-

Yes Yes
interaction work/cases
Process multi-channel
customer interactions with
Interaction dialog scripting, coaching
Yes No
Work Mode tips, customer composite,
interaction logging, and
channel integration

Understanding PegaCS Portal Skins and Styles
PegaCS portals are designed to support the following portal skin:
CPMML6 – This skin rules is based on a Pega 7 skin rule, which provides easier style changes
and upgrade support. It is configured as the default skin of the standard user portals installed
with the Customer Service application.
If you want to make modifications to the CPMML6 skin, save the CPMML6 skin rule into your
RuleSet and make your changes in that skin rule.
Note: PegaCS Themes are no longer supported. The CPMML6 skin rule will not support a theme and
a theme is no longer required. Use of the Pega 7 skin rule offers more flexibility and configuration
capabilities than the old skin/theme combination.
Extending and Customizing the PegaCS Styles

If you want to extend or override any of the styles in the CPMML6 skin, you can do so by:
 Saving the skin rule into your site-specific RuleSet. Editing the styles in the skin rule.

Configuring PegaCS Portals
This section includes the following topics.
 Understanding Key Portal Components

 Configuring Portal Headers
 Configuring the PegaCS General Work Gadget
 Configuring the My Favorites Gadget
 Configuring RSS News Feeds
Understanding Key Portal Components

PegaCS Portals contain two primary components:
 Header — controls the portal menus and functions

 Body — is the container for the interaction area, general work area, and home areas of the
portal
This table lists the header and body sections used in each of the standard PegaCS portals.
Portal Harness Header Section Body Section
CPMInteractionP CPMInteractionPortal CPMInteractionPortalHeader CPMInteractionPortalWor

ortal kArea
CPMAccountMan CPMAccountManager CPMAccountManagerPortalH CPMAccountManagerWor

ager_Portal eader kArea

Configuring Portal Headers
PegaCS incorporates various menus and controls into its portal headers, such as the Chat and
Phone toolbars, Call Volume control, Toaster Pop, and the New and Operator menus.
To customize the portal header controls

 Use the Find gadget to locate and display the header for your portal.
CPMInteractionPortalHeader is shown in the below example. Save into your RuleSet.
 Select a control on the heading, and click the magnifying glass to display its parameters.
 In the Actions tab, expand the Menu action (as shown in the example below) and search for
the name of the desired navigation control in the Content field,
CPMInteractionPortal_NewWork for example, and then modify the control settings
according to your site’s needs. For information about customizing the + New menu option
for interaction objects, see Chapter 5 Configuring Interactions.

Configuring the My Favorites Gadget
The MyFavorites gadget enables a user to view their list of favorites from the dashboard area of
their user portal. The user can also:
 Open a data source in research interaction

 Remove a data source from the Favorites gadget
This gadget is available on the Account Manager Portal.

Adding a Data Source as a Favorite
PegaCS uses Data Source rules to configure the My Favorites gadget for external data sources.
For any external data source you wish to include in the gadget, complete the following steps.
 On the Detail tab of your data source rule, check the Use as Favorite box.
 Click Save and check in the rule.
Configuring RSS News Feeds

PegaCS provides the ability to associate Really Simple Syndication (RSS) feeds with data
source instances. The RSS feed is available in the PegaCS user portal in the composite area
for the data sources that have been configured with this capability for users with the appropriate
privilege.
 For each data source type (Accounts, Contacts, Business Units, etc.) that will have news
feed access, you must enable news feeds by checking the Show News Feeds box in the
data source rule.

 Users must be given the EnableNewsConfig privilege to edit news feeds.
Configuring PegaCS Portal Search

PegaCS portal search functions enable users to search for cases (work objects), knowledge
content* and data sources such as accounts, contacts, and business units.
*Requires a Pega Knowledge Management license. Contact your Pega Account Executive for
more details.
When the user selects a result from the list, PegaCS opens a tab in the general work area to
either display the work object (case), or the data source. When an Account or Contact has
been selected, a research interaction is created (.pyWorkIDPrefix = RI-), allowing the user to
run service processes in a similar manner to a phone interaction. Since a research interaction
is not an interaction with a customer, dialogs and coaching tips are not displayed. Other
capabilities such as Expert Assist, and Other Actions are available to the user.

This section includes the following topics.
 Configuring Search for External Data Sources

 Configuring Search for Cases/Work Objects

Configuring Portal Search for External Data Sources
PegaCS uses Data Source rules to configure portal search functions for external data sources.
For any external data source you want to include in the PegaCS portal search, use the following
steps to configure the data source.
 On the Search tab of your data source rule, check the Use in Portal Search? box and
select the name of the integration activity PegaCS should call to perform the search query.
 On the Retrieval tab, define the retrieval criteria.
Field Description
Default Interaction Enter the name of your site -specific class that inherits from the CPM-Work-
Container Interaction-Research class. PegaCS uses this class to create a temporary
work object to display data source results
Display Harness Enter the name of the harness in the default interaction container class that
PegaCS should use to display data source information once the user selects a
result of this type from the portal search results list
Retrieval Activity Enter the name of the integration activity (in the default interaction container
class) that PegaCS should use to retrieve any additional information needed to
populate the display harness view.
Interaction Flow Enter the name of the research interaction flow name to be started upon
selecting contact/account/BusinessUnit from search results. The Auto complete
drop down lists the flows from class the specified in “Default Interaction
Container” property.

Configuring Search for Cases/Work Objects
PegaCS uses the Pega 7 search facility for work objects/case data. PegaCS searches for your
work types/objects only if they are listed on your Application rule or an inherited Application rule.
When the user selects a work object/case from the portal search results list, PegaCS opens a
tab in the general work area using the Review harness for that work type.
For more information on enabling search of work data for your application, see online Help.
Working with PegaCS Harnesses

Topics included in this section are:
 Incorporating Scripts into Custom Harnesses

 Creating Conditional Harness Sections
 Customizing the PegaCS Composite Displays
Incorporating Scripts into Custom Harnesses

PegaCS includes several scripts within harnesses used with the PegaCS Interaction Portal to
support event handling in the UI for features like task selection and hiding the header section
when the user is in their home tab.

It is generally preferable to save a copy of an existing PegaCS harness into your RuleSet and
customize it, in order to start with the proper scripts.
Note: When customizing PegaCS harnesses, it is important to be aware of conditional displays and
incorporate any differences needed to meet your requirements.

Customizing the PegaCS Composite Displays
The PegaCS composite area displays reference information regarding a customer during a
customer interaction. It is comprised of information from PegaCS work objects, as well as other
customer information from your external data sources. As shipped, the composite is organized
into separate tabs for account, contact, and business unit information. These displays are
conditional based on the customer and interaction.
The composite section is PegaCA-Work.CPMCompositesContainer. The composite uses a

Layout Group to separate the composite tabs. Each tab in the layout group applies a ‘Visibility’
condition to determine when to display that tab and its related data.

Using Other PegaCS UI Configuration Controls
This section describes:
 Updating User Interface Screens Using Field Values

 Configuring List Maximums
Updating User Interface Screens Using Field Values

User interface screens can display interactive and conditional screen text as property captions
and instructions. Configured using Field Value rules, these features can support multiple
languages and the re-use of text on multiple screens.
The following is an example of a localized Field Value and how it can be applied to a user
interface in PegaCS. When you change the localized label of the field value, it results in a
universal text change when that value is referenced during processing.

Configuring List Maximums
The AppListMaximums map value rule stores the maximum size of various lists that display in
the user interface. The following table lists the activity rules that reference this rule.
Activity (PegaCA-Work-) Generates a list of Type
CALoadItemHistory Service items by contact ID ItemHistory
CAGenerateReviewTasks Review items ReviewItems
To change the maximum list size

 From the Application Explorer, select PegaCA > Decision > Map Value >
AppListMaximums. Save it to your RuleSet.
 On the Matrix tab, edit the List Max values for the ItemHistory and ReviewItems Types.
 Click Save.

Chapter 4: Using PegaCS Landing Pages
This chapter describes how to use PegaCS landing pages to view and configure your
application. Topics are:
 Accessing PegaCS Landing Pages

 Using Common Landing Page Controls
 Configuring Your Application Using PegaCS Landing Pages

Accessing PegaCS Landing Pages
Access the PegaCS landing pages from the Designer Studio by clicking DesignerStudio and
selecting the Customer Service option.
This table describes the function of each Customer Service landing page.

Landing Page Function
Interactions
Interaction Types Configure processing options for interaction work types. Add new
interaction types.
Interaction Driver Configure PegaCS interaction driver processing options for each
interaction type, including interaction task categories
Intent Tasks Configure intent task options. View tasks by interaction type and task
category.
Customer Experience
Intent Suggestions View the intent criteria used to suggest processes to users
Next Best Action Adapter Configuration Configure Next Best Action adapters (PegaCS – Pega Marketing
integration). Pega Marketing requires separate licensing.
Customer Data Management
Customer Service Composite Configure Customer Service composite data retrieval and display options
for your application
Customer Service Data Sources View the Customer Service data sources used within your application
including those sources used for composite displays, dialog property
references, and portal search functions
Dialog Management
Dialog Cross Reference View the dialog scripts associated with processes and flow actions within
your application
General Options Configure general dialog options used by your application, including dialog
method and greetings
Quality Management and Coaching
Coaching Tip Inventory View coaching tips defined by work type and process action.
Quality Review Analysis View a summary of quality reviews by overall score and work type.
Tools
Customer Service Version View current application and version, the built on applications and
versions, and the associated RuleSets.
Customer Service Hotfixes View the PegaCS hotfixes deployed in the system.
Sample Data Management
Data Management Manage sample data for the MyCoCA sample application shipped with
PegaCS
Settings

Class Settings Configure classes and class groups
Application Behavior Configure various application-level settings

Using Common Landing Page Controls
This section describes the common user controls used by PegaCS landing pages:
 Using the My Application filter

 Using landing page update functions
 Using list sort and filter functions
 Understanding configuration alerts
Using the My Application Filter

On a landing page, you can filter your results by:
 My Application (default) — limits the display to results defined by the top-level application’s
RuleSets
 All Inherited — displays results defined by the top level application RuleSets, as well as
those defined by inherited (built-on) applications for the current user
Select the filter and click Run to refresh the results.
Using Landing Page Update Functions

PegaCS landing pages let you update common application configurations without accessing
rule forms.
You can perform updates on a landing page if:
 Your user ID has check-out authority and your application RuleSets uses check-out
 None of the rules that will be updated by the landing page are marked as final
 Class definitions are not in locked RuleSets (if the landing page requires an update to a
class definition)
On landing pages that allow updates, you may see the following buttons:
 Update — Click this button to check-out any rules listed on the landing page and enter your
changes. You may be prompted to perform a Save As function to add the rules needed to
another RuleSet and version. If one or more of the rules needed by the landing page is
either checked out by another user or is marked as final or you do not have check-out
authority, the button is disabled and appears with an error icon.
 Save — This button appears if all the rules listed on the landing page are in an unlocked
RuleSet that does not use check-out.

Once update is in progress, the following buttons may appear.
The information icon displays the list of rules that are being modified including the rule
name, RuleSet and RuleSet version.
 Save — saves the work in progress, but does not perform the check-in operation
 Check In — both saves and checks in rules
 Cancel — deletes any checked out rules and clears pending rule updates
Note: If you use standard Pega 7 rule check-in functions to check-in a rule while it is being modified on
a landing page, you may not be able to complete Save or Check-in functions from the landing page. In
this situation, the Update button will be disabled, and you must manually check-in any remaining rules.
Using List Sort and Filter Functions

To sort a list of results by a given column, click on the column header. To filter results, click on
the triangle to the right of the column header and apply the desired filters.

Understanding Configuration Alerts
PegaCS landing pages warn you of potential problems with your application configuration.
Configuration alerts display as either warnings or errors.
 Warnings indicate configuration that does not adhere to PegaCS best practices.
 Errors indicate missing or incorrect configuration that will result in incorrect or unanticipated
system behavior.
Configuration alerts can appear:

 At the top of the landing page. Landing page-level alerts are used to evaluate general
configuration conditions.
 For an entry within a landing page list. List-level alerts appear when you expand a row on a
list, or when you click the Check Configuration button on the landing page. List-level alerts
are used to evaluate the configuration a particular row.
The configuration alerts that may be displayed within each of the landing pages are described in
Configuring Your Application Using Landing Pages topic in this chapter.

Configuring Your Application using PegaCS Landing Pages
This section describes how to use each of the landing pages.
Interaction Types
The Customer Service Interaction Types landing page lets you view, add, and modify interaction
work types defined within your application. Interaction work types will only be visible on this
landing page if:
 The work type is identified on the Details tab of your Application rule, or an Application rule
from which your application inherits
 The work type is defined in a RuleSet that is listed in the Application or inherited
Applications (i.e., not specified in an access group).
For each interaction work type used within your application, such as phone call or inbound
correspondence, you can view the number of total and currently open interactions. You can
also view and modify general and interaction start options.
Note: Starting Activities are no longer utilized beginning with PegaCS (CPM) 7.1.3 Interaction Portal
for interactions or service processes. PegaCS now leverages Pega 7 UI standard actions such as
“Create Work”, “Open Assignment”, or “Open Work by Handle.
To add or update an interaction type:

 Click Add to add a new interaction type. To update an existing interaction type, expand the
row to show detail and click Update.
 Enter the following values.

Field Description
RuleSet Select the RuleSet for the new Interaction Type
Version Select the Ruleset Version
Short The short description for this interaction work type. For example: Inbound Correspondence
Description
Interaction The default interaction type value for this work type. For example: email
Type
Driver Name Select the interaction driver type (default is Driver)
Inherits From PegaCS defaults this value by appending your short description value to the Inherits From value.
Class The class of this work type. This field can only be selected when the interaction type is being
added. PegaCS defaults this value by appending your short description value to the Inherits From
value.
Configuration Alerts
PegaCS verifies your configuration to check for the following conditions that may cause
unexpected results.
There is no PegaCS system setting (PegaCA-Admin-ApplicationSetting.pyDefault DataTransform rule)

defined in the current Application RuleSets. As a result, this landing page may not display your interaction
types properly.
There is no corresponding Interaction Driver rule for this interaction type nor is there an Interaction Driver
rule for this class group.
There is no corresponding Interaction Driver rule for this interaction type. The Interaction Driver for the
interaction class group will be used.
There is no corresponding work type defined in the Application for this interaction type.
Missing starting workflow for this interaction type
Missing model for this interaction type

Interaction Driver
The Interaction Driver landing page lets you configure the way in which tasks and task
categories appear in the PegaCS Interaction Driver during a customer interaction. You can also
configure other Interaction Driver display and behavior options.

To update interaction driver details
 Click Update to modify the Interaction Driver details for an interaction type.
Field Description
General Interaction Driver Options
Automatically Check this box to automatically include the End Interaction task within the queue
queue the area of the Interaction Driver for each interaction. If checked, the Allow Queuing of
End Tasks option is automatically checked (enabled), and not editable.
Interaction Supported in legacy portals only
task?
Use dynamic Check this box if you want PegaCS to dynamically set the default category of the
default Other processes area in the PegaCS Interaction Driver based on a value you can
category? configure. If checked, PegaCS will use the declare expression,
CADynamicDefaultCategory, to determine the default category. You can configure
this expression to meet your site’s needs. If PegaCS cannot determine a valid
category based on this expression, it will use the default category specified in the
Default Category field (see below).
Check for Check this box to evaluate campaign definitions for this interaction type. If
campaign unchecked, PegaCS will not evaluate any campaign rules configured for suggested
offers? offers.
Enable Features
Coaching Check this box to enable coaching tips.

Tips
Dialogs Check this box to display dialogs during an interaction.
Knowledge Check this box to enable access to knowledge content.

Content
Chat Check this box to display frequent sayings during chat sessions.
Frequent
Sayings
Quick Wrap Checking this box bypasses he wrap up screen UI, making it a single click to end an
Up interaction
Tabbed Navigation Options*
*Tabbed Navigation Options were deprecated in CPM 7.1.3
Allow Check this box to enable operators to select and queue processes. This option is
queuing of only used for the Tabbed navigation method. This option is automatically checked
tasks? when the Automatically Queue the End Interaction task? option is enabled (see
above). To disallow queuing of tasks, you must disable the Automatically Queue the
End Interaction task? option.

Display Task Check this box to display the task menu panel. Leaving this box unchecked displays
Menu in the vertical task section, as in versions prior to CPM 6.3 SP2.
Panel
Task Menu Selecting the Overlay option displays the panel over the driver and composites.
Target Mode Selecting the Modal Dialog option displays the panel centered in the screen in a
modal window format)
Task Menu Selecting the Repeat Grid option displays all of the tasks under each category.
Layout Selecting the Tree Grid option displays the categories in a tree format, with
collapsible categories.
Show Task Checking this box displays the task search gadget on the left hand driver frame
Search located below the Take Action button.
Interaction Driver Categories
Category The name to appear in the category list in the interaction driver.
Name
Data Source Select the data source for this task category.
Behaviors Show Tasks Only – This category will be included in the Interaction Driver. Tasks in
this category will not be evaluated for suggestions and will not appear in the
Suggested processes area of the Interaction Driver.
Suggestions Only - Tasks in this category will be evaluated for suggestions only.
This category will not appear in the category list area of the Interaction Driver.
Show Tasks & Suggestions - This category will be included in the category list of the
Interaction Driver. Tasks in this category will also be evaluated for suggestions and
will be included in the Suggested processes area of the Interaction Driver if
conditions are met.
Display Optional. Specify a condition to display this category of tasks.

When
Display Developer notes about the when conditions.

Details

Intent Tasks
The Intent Tasks landing page lets you view, add, and modify the tasks that appear in the
PegaCS Interaction Driver.
To add or update an interaction task

 Click Add to add a new task. To update an existing task, expand the row for that task and
click Update.
Field Description
Task Properties
RuleSet Select the RuleSet for your application.

Version Select the applicable RuleSet Version number. This will
automatically default to the highest available RuleSet Version
number based on the RuleSet selected above.
Driver Category From the dropdown, select the desired Interaction Driver
Category for this Intent Task. The Intent Task will be
displayed in the selected Driver Category in the Add Task
menu.
Task Name Specify the intent Task Name that will be displayed in the
Driver Category.
Usage Enter a short description of the intended use case for the
Intent Task.
Associated Class Enter the class name associated with the Intent Task.
Choosing PegaCA-Work-Interaction makes the task visible to
all interaction types.
Starting Activity Not required beginning with CPM 7.1.3.

Supported in legacy portals only.
Available in Task List Uncheck this box to prevent the task from showing in the list
of available tasks in the PegaCS Interaction Driver.
Available in Mobile Task Choose True to enable the task to be displayed in the list of
List? tasks available in the Mobile driver.
Task Suggestion
Suggest When Optional. Select one or more suggestions (Intent When

rules) to cause this task to appear in the suggestions area of
the PegaCS Interaction Driver.
Action Select Suggested to suggest the task to a CSR.

Select Queued to automatically queue the task.
Select Auto-Launch to automatically launch the task based
on the When condition
Visual Cue Click the Lookup icon and select the visual cue that will be
associated with the task.
Reason for Suggestion This field displays the short description for any suggestion
selected above.

For more information about intent tasks, see Adding Workflows as Interaction Tasks in Chapter
5.

Intent Suggestions
During a customer interaction, PegaCS presents the user with suggestions for tasks and
campaigns (offers) based on criteria configured in your application. The PegaCS Intent and
Campaign Suggestions landing page helps you identify the suggestions that are defined within
your application and which suggestions are applied to tasks and campaigns.
Viewing suggestions
The Suggestions list displays the name of each suggestion, the reason for suggestion and the
work type for which the suggestion is applicable. This list also identifies the total number of
references to the suggestion in your configuration.
To view the logic criteria configured for a suggestion, click Suggestion Name.

Viewing processes that are suggested
Suggestions by Reference displays those tasks that may be suggested to a user if the
suggestion criteria are met.
To view task details, click the name of the task. To view the logic criteria configured for the
suggestion, click the suggestion name.
Next Best Action Adapter Configuration (Pega Marketing

integration)
The Next Best Action Adapter Configuration landing page displays when the Pega Marketing
framework is licensed and installed with PegaCS. This page allows you to configure
communication and case sharing between PegaCS and Pega Marketing. For more details on
the configuring the Pega Marketing adapter, refer to Appendix B.

PegaCS Composite – Legacy portals only
The PegaCS Composite landing page displays the data sources that make up the composite
display for each interaction type. For each data source, you can view data retrieval details such
as associated list view and declarative data definitions. Additionally, you can view and update
data display options.

To update composite details
 Select the desired Data Context.
 Click Update and enter the following values.
Field Description
Data Retrieval
Data Source Select the data source for the composite data context. The dropdown
displays data source rules that are designated as ‘composite’ in the data
source rule forms.
Data Display (used for Tabbed Navigation in the legacy portals only)
Display Optional. Select a condition (when rule) that determines when the
When composite tab is displayed.
Harness Select a harness to use to display the data source.
Defer Load Indicates whether to defer load on this tab until the user selects the tab.
of Tab?
Pre Display Optional. The activity needed to pre-process data.

Activity
To add new data sources to your composite, update the PegaCS Interaction Driver rule for your
interaction class directly. For more information, see Customizing the PegaCS Composite
Displays in Chapter 3.
PegaCS verifies your configuration to check for the following conditions that may cause runtime
errors or unexpected results.
No data source has been defined for this composite tab. You may want to update your driver rule.

Data Sources
The Data Sources landing page displays the data sources available to your application. For
each data source, you can view whether the data source is used by the PegaCS composite,
used for dialog property references or used as a source for portal search functions. Expand any
row to view details such as clipboard page and class, and properties available for use in dialog
scripts.
Dialog Cross Reference

The Dialog Cross Reference landing page identifies the dialog scripts associated with
processes and flow actions within your application.
For any work type expand the row to view the dialog scripts associated with process actions.
Click the dialog Name to display its dialog rule.
Click a Process to display its flow rule.

General Options
The General Options landing page lets you view and configure general dialog options and
greeting options by interaction type.
To update general or greeting options

 Click Update to modify a general or greeting option.

Field Description
General Options
Dialog Method Choose Flow Action-Based or Assignment-Based.
Dialog Class Select the class name to be used for dialog rules. PegaCS uses this class to
create new dialog rules. PegaCS also looks for dialog instances in this class
during interaction processing.
Greeting Options
Tabbed Interaction Greeting – Select the name of the dialog rule instance to be used as the initial customer
Initial greeting during interaction processing. This option applies to the tabbed
navigation method — classic navigation uses the dialog instance associated
with the process flow and action.
Tabbed Interaction Greeting - Select the name of the dialog rule instance to be used as the secondary
Secondary greeting during interaction processing. This option applies to the tabbed
navigation method — classic navigation uses the dialog instance associated
with the process flow and action.
Coaching Tip Inventory

PegaCS enables authorized supervisors or managers to create coaching tips for their
employees that remind them of best practices or areas to improve. These coaching tips are
associated with specific process actions and can be assigned to individual CSRs or to work
groups.
The Coaching Tip Inventory landing page lets you view the coaching tips defined within your
application. Coaching tips are listed by the work type and their associated process step. Expand
a row in the list to view the specific coaching tip text defined by the manager or supervisor.

Quality Review Analysis
The Quality Review Analysis landing page presents a summary report of completed quality
reviews by work type and overall score. Use the chart drill down capabilities to view the details
of any quality review case.

Customer Service Tools
Customer Service Version
The Customer Service Version landing page lists the current PegaCS application and version
and the applications PegaCS is built on.
Click + to expand an application to view its RuleSets and versions. Click a RuleSet to display
its rule form.

Customer Service HotFixes
The Customer Service Hotfixes landing page lists the hotfixes currently deployed in your
PegaCS version. This information can be useful when diagnosing support issues.
Hotfixes are instances of product rules. Click Preview to display the files included in the hotfix.
Class Settings
The Class Settings landing page allows you to view and configure the names of the top-level
classes and class groups used in your PegaCS implementation. Changes made here are saved
in the PegaCA-Admin-ApplicationSetting.pyDefault DataTransform rule.
Note: The PegaCA-KnowledgeContent class is used in the legacy portals only.

To update the Class Settings page
 Click Update.
 If the PegaCA-Admin-ApplicationSetting.pyDefault DataTransform rule is not currently in
an open RuleSet, you will be prompted to select the RuleSet and RuleSet version in which
to make your changes. Only open RuleSets will be available.
 Edit the fields as needed. Smart prompts are available in each field that can provide a list of
classes.
 Click Save to save your changes. This does not check in your changes.
 Click Check In to save your changes and check in the rule.
Application Behavior
The Application Behavior landing page allows you to view and configure a number of
application-wide settings. As with the Class Settings landing page, changes made here are
saved in the PegaCA-Admin-ApplicationSetting.pyDefault DataTransform rule.

To update the Application Behavior page
 Click Update.
 If the PegaCA-Admin-ApplicationSetting.pyDefault DataTransform rule is not currently in
an open RuleSet, you will be prompted to select the RuleSet and RuleSet version in which
to make your changes. Only open RuleSets will be available.
 Edit the fields in the table below as needed.
 Click Save to save your changes. This does not check in your changes.
 Click Check In to save your changes and check in the PegaCA-Admin-
ApplicationSetting.pyDefault DataTransform rule.
Field Description
Site-Specific Prefix Specify a prefix to be used with the Case Designer. The Case Designer
adds this prefix to flow rules and SLA rules created for easier identification.
Composite Search Default Controls the default tab that displays when the search interaction and
service items are selected from the composite.
Setting this to Service Items sets the service item search as the default tab
Setting this to Interaction Items sets the Interaction search as the default
tab
Flow Type Determines how PegaCS flows are presented in the designer portal. Valid
values are Modeler or Visio.
Auto Refresh My Work? Setting this option to true refreshes the user’s worklist on the dashboard
whenever they return to the dashboard if they have completed an
interaction or work item/case.
Allow Duplicate Task Open? Determines whether users are allowed to open multiple instances of the
same service process during an interaction. Setting this option to true
allows CSR’s to launch the same service process in parallel (e.g. opening
three of the same service processes at the same time during an
interaction).
Supported on legacy portals only.
Display Call Volume? Setting this option to true will display the Contact Center Volume alerts
gadget on the PegaCS CSR and PegaCS Manager Portals.
Call Volume Refresh Rate Specify the refresh rate (in seconds) for the Contact Center Volume alerts
(secs) gadget.
Alert Gadget Refresh Rate Specify the refresh rate (in seconds) for the Messages and Alerts gadget
(secs) displayed on the dashboard.
Call Timer Refresh Rate Specify the refresh rate (in seconds) for the interaction call timer in the
(secs) customer thumbnail.

Field Description
PegaCS Default to Report Setting this option to true displays the Report Browser in the PegaCS
Browser? Manager Portal, PegaCS Sales Manager Portal, and the PegaCS Account
Manager Portal. When set to false, the Analytics tab displays in the above
portals.
Refresh Driver Selection? Setting this option to true allows sections in the Interaction Driver to
automatically refresh with certain UI events so the sections remain “in-
context” with the current process.
Populate RDE Report Setting this option to true populates the RDE date properties (for example,
Properties? RDEDay, RDEMonth) that were used in PegaCS reports prior to CPM 6.3
SP2. It can be set to false if your implementation does not include any
custom reports that use the RDE properties.
Interaction Tasks Logging This setting supports backward compatibility to existing flows that call the
CAAddHeaderTask and CALogWorkObject. Set to false to enable
backwards compatibility.
Inflight Processes Warning Setting this option to true triggers a warning message alerting the user that
During Wrap Up a service process is still in-flight when the WrapUp button was clicked.
Setting this option to false will not trigger the in-flight warning message.

Chapter 5: Configuring Interactions
This chapter focuses on the set up and configuration of rules, controls, and data elements that
control the processing and behavior of PegaCS interactions.
Topics are:
 Configuring the Interaction Start Menus

 Adding Task Categories to the Interaction Driver
 Adding Workflow Processes to Interaction Task Categories
 Configuring the Display Order of Intent Tasks in Interaction Driver Categories
 Suggesting or Queuing Service Processes
 Configuring Child Interactions
 Configuring Data Sources
 Configuring External Tasks
 Configuring Remote Tasks Using the IAC Option
 Configuring Interaction Preferences
 Configuring Suggest Work Item Reviews
 Configuring Interaction Goals
 Configuring Call Duration Goals
 Configuring Dialog Controls
 Configuring Tabbed Navigation Greetings

Configuring the Interaction Starting Menus
In order for the PegaCS portals to start and process interaction work types for your site-specific
implementation, you should:
 Modify the New menu control that starts customer interaction processes to reflect your site-
specific interaction classes
 Optionally, configure demo screen pop functions to enable testing and development.
To configure the New menu control for your interaction types
Reconfigure the New menu control to reflect the class for your site-specific interactions.
 In the Search gadget, enter CPMInteractionPortalMenu.

 From the Navigation list, select CPM-Portal CPMInteractionPortalMenu and save it to your
RuleSet.
 Double click on the interaction type to display the menu entry form. The example below will
utilize “Phone Call”.
 From the Actions tab, expand the “Create Work” action to modify the Class Name and Flow
Name for the desired interaction type.

 Click Save.
Note: PegaCS (CPM) 7.1.3 and later versions now leverages Pega 7 UI actions such as “Create
Work”, “Open Assignment”, or “Open Work By Handle”.

To configure a Demo Screen Pop
You can configure a demo screen pop option to enable testing of interactions that will be started
via computer telephony integration. To configure demo screen pop from the New menu option in
the PegaCS interaction portal:
 In the Search gadget, enter CPMInteractionPortalMenu.

 From the Navigation list, select CPM-Portal.CPMInteractionPortalMenu and save it to your
RuleSet.
 Double click the Demo Screen Pop entry in the navigation form.
 Enter the following values:
Column Description
Type Select Item
Label Enter a text label for the interaction type
Action Select Run Script
Function Name Enter pega.CPM.menuActions.demoScreenPop
Parameters Add parameter paramN. In the Value field, enter the name of the Data Transform
rule that contains test data to start the interaction. The default Data Transform used
by PegaCS for demo screen pop is CPMDemoScreenPop.
 Click Save.

Adding Workflows as Intent Tasks
The Interaction Driver controls which tasks an operator can access during a customer
interaction.
In the PegaCS Interaction Portal, these tasks appear in a pop-up opened from the Add Task
button.
You can modify the choices and display by:
 Adding new task categories to the Interaction Driver

 Adding workflow processes to Intent task categories
 Configuring the display order of tasks in Interaction Driver categories
 Creating multiple interaction driver categories for tasks within the same class
 Adding custom content to an Interaction Driver

Adding Task Categories to the Interaction Driver
Edit the Rule-PegaCA-InteractionDriver rules to modify the available task categories. The
default instances are:
 For phone interactions — PegaCA-Work-Interaction-Call.Driver

 For chat interactions — PegaCA-Work-Interaction-Chat.Driver
 For research — PegaCA-Work-Interaction-Research.Driver
 For social interactions — PegaCA-Work-Interaction-Social.Driver
 For web interactions – PegaCA-Work-Interaction-Web.Driver
 For mobile interactions – PegaCA-Work-Interaction-Mobile.Driver
 For inbound correspondence — PegaCA-Work-Interaction-Incorr.Driver
 For outbound correspondence — PegaCA-Work-Interaction-Outbound.Driver
See the Configuring Business Process Suggestions section for additional information about the
configuration of the interaction driver.
To add or modify a task category

 Click Records and select Process > Interaction Driver to display the list of Interaction
Driver rules.
Alternatively, select DesignerStudio > Customer Service > Interactions > Interaction
Driver landing page to configure interaction driver task categories.
 Select an instance to modify and save it to your RuleSet. The tabs are pictured on the
following pages, followed by a table outlining the various options.

Note: PegaCS provides various options in the Interaction Options tab to allow administrators to enable
or disable specific features for each interaction type. Disabling unused features can improve
performance by eliminating activity calls and calls from the client browser required to use these
features. PegaCS also provides configuration options to control how the Interaction Driver task menu
displays in the UI. The new configuration options are discussed below. The Tabbed Navigation
Options are not applicable to the PegaCS Interaction Portal.

 Enter the following data in the rule tabs.
Tab/Field Description
Interaction Driver Tab
Category Name The name to appear in the Other Processes category list
Data Source Select the data source rule associated with this category.
When Optional. Select a condition to display this category of tasks.
Behavior Show Tasks Only – This category will be included as a task

category in the Interaction Driver. Tasks in this category will
not be evaluated for suggestions and will not appear in the
Suggested processes area of the Interaction Driver.
Suggestions Only - Tasks in this category will be evaluated
for suggestions only. This category will not appear in the
Interaction Driver.
Show Tasks & Suggestions - displays the category and
evaluates the contents for suggestions.

Use Dynamic Default Category? Check this box if you want PegaCS to dynamically set the
default category of the Other processes area in the PegaCS
Interaction Driver based on a value you can configure. If
checked, PegaCS will use the declare expression,
CADynamicDefaultCategory, to determine the default
category. You can configure this expression to meet your
site’s needs. If PegaCS cannot determine a valid category
based on this expression, it will use the default category
specified in the Default Category field (see below).
Default Category The selection list to use as the default within the Interaction
Driver display
Interaction Options Tab
Show End Interaction Check this box to indicate an end interaction task to be added
to the process queue
Custom Fragment Used to reference a custom HTML fragment rule that controls
event handling
Check Offers Check this box to evaluate campaigns. If unchecked, PegaCS

will not evaluate any campaign rules nor suggest any offers.
Enable Features
Coaching Tips Check this box to enable coaching tips
Dialogs Check this box to display dialogs during an interaction
Chat Frequent Sayings Check this box to display frequent sayings during chat
sessions
NBAA Suggestions Check this box to enable Pega Marketing (formerly NBAA)
suggestions
Reload NBAA Suggestions Check this box to allow the reloading of Pega Marketing
(formerly NBAA) suggestions during an interaction
Quick Wrap Up Check this box to enable headless interaction wrap up
Tabbed Navigation Options*
*Tabbed Navigation Options support legacy portals only.

Allow Queuing Check this box to enable operators to select and queue
processes. This option is only used for the Tabbed navigation
method. This option is automatically checked when the
Automatically Queue the End Interaction task? option is
enabled (see above). To disallow queuing of tasks, you must
disable the Automatically Queue the End Interaction task?
option.
Display Task Menu in Panel Check this box to display the task menu panel. Leaving this
box unchecked displays the previous vertical task section.
Task Menu Target Mode Selecting the Overlay option displays the panel over the driver
and composites. Selecting the Modal Dialog option displays
the panel centered in the screen in a modal window format)
Task Menu Layout Selecting the Repeat Grid option displays all of the tasks
under each category. Selecting the Tree Grid option displays
the categories in a tree format, with collapsible categories.
Show Task Search Checking this box displays the task search gadget on the left
hand driver frame (below the “Take Action” button)
Composite Tab This tab supports legacy portals only.
Tab Name The name that appears on the composite tab
Data Source The data source for the tab
When The When Rule that determines if the tab should be displayed
in the composite.
Harness The composite harness for the tab
Pre-Display Activity The Activity that is triggered when the composite is initially
rendered.
Defer Load True or False, should the loading of the tab be deferred?
Stay Back True or False, If True, a user cannot “tear off” the relevant tab
to a secondary window, the tab remains anchored to the
primary window
Default Tab The default tab displayed in the driver
Dialog Tab
Initial Dialog Specifies the dialog displayed at the start of the interaction
before any service processes are initiated.
Secondary Dialog Specifies the dialog displayed after a service process has
been completed and the user has been returned to the main
interaction.

 Click Save.
Adding Workflow Processes to Interaction Task Categories

If you create a new workflow, you can add it to an Interaction Task Category that appears in the
PegaCS Interaction Driver.
 Click Records and select Process > Intent Task to display a list of instances. Select an
instance similar to the one you want to add and click Save As. Alternately, select the
DesignerStudio > Customer Service >Interactions > Intent Tasks landing page to view a
list of instances and click Add.
 Enter a class value. This Applies To value determines in which category list the task
appears. For example, if you use PegaCA-Interface-Account, the task appears in the
Account list.
 Enter a task Name and save it to your RuleSet.

Short Description Required. Enter a short description, which appears in the appropriate task selection
lists within the application.
Task Tab
Task Type Standard –for tasks within PegaCS

External – for tasks that live on other Process Commander systems
Advanced – reserved for future use; no fields on the advanced task type should be
utilized
Associated Class Choose a PegaCA-Work-Interaction class to which the task applies. Choices
(standard task) include:
PegaCA-Work-Interaction
PegaCA-Work-Interaction-Call
PegaCA-Work-Interaction-Chat
PegaCA-Work-Interaction-InCorr
PegaCA-Work-Interaction-Outbound
PegaCA-Work-Interaction-Research
PegaCA-Work-Interaction-Social
PegaCA-Work-Interaction-Sub
Your site-specific interaction classes
Choosing PegaCA-Work-Interaction makes the task visible to all interaction types.
Starting Activity (standard Enter an activity defined in the Interaction class.

task)
Task Class Enter the class name of the Service Process for this Intent Class
Starting Flow Enter the Starting Flow name from the Task Class associated with this Intent Task.
Task Display Order Enter a priority value to determine the order in which intent tasks are displayed
within categories. The list will be prioritized from lowest-to-highest with the lowest
value at the top of the category list. Default value for all intents is set to 999.
Show in List of Available Uncheck this box to prevent the task from showing in the list of tasks available in
tasks? the Interaction driver.
Show in List of Available Check this box to enable the task to be displayed in the list of tasks available in the
Mobile Tasks?* Mobile driver.
Represents a Federated Check this box if the intent can instantiate a Federated Case
Case

Tabbed Navigation Runs on interaction. Select if this task runs on the interaction object only; it does not
Options (standard and instantiate a separate work object.
external types) Requires tab in focus – reserved for future use
Criteria Tab
Intent Conditions The intent conditions list shows Rule-PegaCA-Intent-When rules defined in the
Interaction class. When an instance of the Intent-When class is specified, the
IntentLed flag is set. PegaCS then scans all tasks with the IntentLed flag set and
checks the Intent-Whens to find any that evaluate to True. If any evaluate to True,
the task appears as a suggested process or automatically queue the task. See
Configuring Intent Rules in Chapter3 for more information about configuring intents.
Action Select Suggest to suggest the task to a CSR.

Select Queue to automatically queue the task.
Select Auto Launch to automatically launch the intent task (based on the When
condition
Visual Cue Click the Lookup icon and select the visual cue that will be associated with the task.
Security Tab
Privilege class & Privilege If used, the user must have this privilege in order for the task to appear in the
Name appropriate interaction driver category; entry is the same process used to enter this
for flow actions
Display When Select the appropriate When rule using the SmartPrompt feature. Alternatively,
click on the magnifying glass icon to create a new When record.
 Click Save.

Configuring the Display Order of Intent Tasks in Interaction
Driver Categories
This property is not currently supported in PegaCS 7.1.4 Interaction Portal.
The order in which intent tasks are displayed within categories can be configured by changing
the priority value in the Task Display Order field of the intent task rule. The list will be
prioritized from lowest-to-highest with the lowest value at the top of the category list. The default
Task Display Order value for all out-of-the-box intent tasks is set to 999.
Note: The out-of-the-box order reflects how the intent tasks are listed in the Interaction Tasks landing
page.

Creating Multiple Interaction Driver Categories for Tasks in
the Same Class
You can create an interaction driver category for tasks that execute on the same clipboard page
as an existing category.
 Add a new class instance in which to save your Rule-PegaCA-Intent-Task instances. The
class you create should not inherit from any class that already has Rule-PegaCA-Intent-
Task instances. For example, if you want to create a category for billing tasks, you create a
new class instance of PegaCA-Work-BillingTasks.
Note: This class is not the work object class. Its only purpose is to generate the list of tasks for your
new interaction driver category.
 Create a Rule-PegaCA-Datasource instance using the procedure described in the

Configuring Data Sources section of this chapter.
− In the Page field, specify the clipboard page on which the task executes
− In the Class field, specify the class created in Step 1
 Create Rule-PegaCA-Intent-Task instances for each task you want to appear in this new
category. Use the procedure described in the Adding Workflow Processes to Interaction
Task Categories section of this chapter. Apply the instances to the class you created in the
previous step — for example, PegaCA-Work-BillingTasks.
 Using the procedure described in Adding Task Categories to the Interaction Driver add a
new category to the Rule-PegaCA-InteractionDriver instance.
− Select the data source you created in step 2.
− Choose a relevant behavior option and a when condition, if desired.

Suggesting Service Processes
During a customer interaction, PegaCS presents the CSR with suggested processes, or Next
Best Action, based on criteria you configure. These processes appear in the Next Best Action
area of the interaction driver. You can modify the available service process suggestions and the
processes that display them.
Tasks (or offers) that are in-flight will be reflected under the Tasks area of the interaction driver,
as well as the Wrap Up action. Service cases/tasks that have been completed will display a
“checkmark”.
The Next Best Action area can also be configured to suggest tasks or offers based on strategies
configured in Pega Marketing. Pega Marketing requires a separate license; contact your Pega
Account Executive for details.
The image below illustrates how suggested processes appear to CSRs in the Interaction Portal:
 Evaluating Suggestions for Different Interaction Types

 Modifying Business Process Suggestions
 Repeating Suggested Tasks

 Configuring Intent When Rules
 Configuring the Auto-Launch of Intent Tasks
 Configuring Task Suggestions on the Confirm Harness

Evaluating Suggestions for Different Interaction Types
PegaCS Interaction driver rules control the task categories that are evaluated to determine
suggestions during an interaction.
PegaCS supports a number of interaction driver classes, each of which drives a particular type
of interaction. See the Adding Workflow Processes as Interaction Tasks section of this chapter
for additional information about the interaction driver.
To specify the suggested processes to be evaluated for interaction types

 Click Records and select Process > Interaction Driver to display a list of instances.
Alternatively, select DesignerStudio > Customer Service > Interactions > Interaction
Driver landing page to view a list of instances.
 Select an instance and save it to your RuleSet.
 On the Interaction Driver tab, complete the fields described in the Adding Task Categories
to the Interaction Driver procedure in this chapter.
 To specify whether suggestions are evaluated for a given category, choose the appropriate
Behavior for that category.
 Click Save.

Modifying Business Process Suggestions
You can add criteria to intent tasks to evaluate whether a process should be suggested to the
CSR or automatically queued to the interaction screen.
To add or modify business process suggestions

 Click Records and select Process > Intent Task to display a list of instances. Alternately,
select DesignerStudio > Customer Service > Interactions > Intent Tasks
 Select the task you wish to suggest and save it to your RuleSet. In this example, the task for
DisputeTransaction is used.
 On the Criteria tab you can specify multiple intent conditions. They will be evaluated as OR
conditions.
a. Choose an Intent Conditions value from the selection list. See Configuring Intent When
Rules.
b. Choose an Action value. Select Suggest to suggest the task to a CSR. Select Queue to
automatically queue the task. Select Launch on Startup to auto-launch (Tabbed
navigation only) based on the When condition. Selecting Launch on Startup for Classic
navigation users will automatically queue the related process for the CSR.
Queueing of process suggestions is not available from the PegaCS Interaction Portal
and is supported by legacy portals only.
c. Select the Visual Cue you want to associate with the condition from the image catalog
that displays when you click the Lookup icon
 Click Save.

Repeating Suggested Tasks
Out of the box, PegaCS will not suggest a task (service process) more than once per
interaction. For example, if PegaCS suggests Statement Copy and the agent runs Address
Change a second time, Statement Copy will not be suggested again.
A When rule, CPMAllowRepeatSuggestions, has been configured to allow the repeating of

suggested tasks during an interaction — if the suggested task conditions are met; condition set
to false. Suggested tasks will not, however, be allowed to appear more than once in the
suggested task list at any one time to avoid duplicate tasks. When set to true, a task will
reappear in the Suggested Tasks section if the other conditions that would normally cause them
to display are met.
The CAGetSuggestedTasks activity has been modified to evaluate this When rule when
determining what tasks to suggest. Step 6 of the activity filters out the task repeats. Changing
the When rule value to true will force the activity to skip this step, allowing repeated task
suggestions.
The image below illustrates the default value for the When rule is set to false. To enable
repeating task suggestions, change the When condition to true.

Configuring Intent When Rules
Intent When rules contain the criteria that is used to suggest task or campaigns to a user.
PegaCS Intent When rules can be re-used between multiple Intent Task and Campaign rules.
For information on associating Intent When rules with business processes, see Suggesting
Business Processes in this chapter. For information about associating Intent When rules with
offers and campaigns, see Setting Up Campaigns and Opportunities in Chapter 7.
To add or modify an Intent When rule

 Click Records and select Decision > Intent When to display a list of instances.
 Select an instance, enter a name and save it to your RuleSet.
 Complete the fields on the Criteria tab described in this table. Clicking the arrow next to a
label expands it to display additional entry fields.

Field Description
Short Description Required. Short description of the task, which appears in task selection lists throughout the
application.
Label Assign a label to the criterion that can be referenced in the logic field.
Data source Select a valid data source. Default sources are:

Account – used to evaluate data regarding an account
AccountOwner – used to evaluate data regarding an account owner
BusinessUnit – used to evaluate data regarding a business unit
ChatData – used to evaluate data regarding a chat interaction
Contact – used to evaluate data regarding a contact
ContactCenterVolume – used to evaluate contact center volume details
Contactpreverif – used to evaluate contact data information prior to verification
CSR – used to evaluate data regarding a CSR
Event – used to evaluate whether a particular task occurred (for example, for a recent
address change, suggest this process)
Interaction – used to evaluate data pertaining to the interaction object
Item – used to evaluate data pertaining to a service item
IVRData – used to evaluate data received from the interactive voice response (IVR) system
RecentInteractionsByAccount – used to evaluate data pertaining to recent interaction
objects for an account
RecentInteractionsByContact – used to evaluate data pertaining to recent interaction objects
for a contact
RecentItemsByAccount – used to evaluate data pertaining to recent service objects for an
account
RecentItemsByContact – used to evaluate data pertaining to recent service objects for a
contact
No Source – defined by the Pages & Classes tab
Field Select the property to be evaluated; the list includes properties available for the selected
data source.
Operation Select the comparison operation.
Value Enter the comparison value.
Task Class Select a class; this field appears only if a data source of type event is selected.
Task Name Select a task within the specified category; this field appears only if a data source of type
event is selected.
 Click Save.

Configuring the Auto-Launch of Intent Tasks
Intent Task rules allow the configuration of automatic launching of a service process at the start
of an interaction, based on a When condition defined in the Criteria tab. The Auto-Launch
option is available on the Action dropdown, and allows more than one service process to be
launched in the interaction if the criteria for the Intent Tasks are set to Auto-Launch when
defined in multiple Intent Tasks.
The service process that is auto-launched will be in-focus on the start of an interaction.
Note: If you define multiple conditions for an Intent Task, it is a good practice to select the Auto-
Launch option as the first condition; otherwise it will never be evaluated when any of the conditions
defined above it are true.

Configuring the PegaCS Context Selection Dropdown
During interaction processing, you may wish to allow users to switch account contexts to work
with other accounts associated with a particular content. Context switching is only allowed
when there are no active service cases to avoid context confusion.
To switch contexts, the sample application includes a local action on the account number field
that displays a list of account numbers in a grid. The grid includes an action set that calls the
activity CPMChangeContextWrapper using the account number as a parameter which in turns
triggers the context switch and refreshes the UI.

Configuring Child Interactions
PegaCS is installed with a sample Child Interaction API configuration that supports the ability to
launch and service multiple child interactions during a customer interaction. This allows the
CSR to service unrelated accounts and/or contacts during a single interaction. Tasks completed
in a child interaction are associated with the parent interaction and displayed in the interaction
log.
Closing the parent interaction closes all child interactions and tabs are removed from the
UI. The interaction, child sub interactions, and any related open service processes are placed
on the user’s worklist shown as S-67 in the following example.
Business Scenario: A CSR receives a call from an agent that wants to service multiple customer
accounts during the same call. This API allows the CSR to launch a second, third, etc. interaction to
service all the accounts but maintain a record of the original call that initiated those interactions.

In the MyCoCA sample application; this feature is launched by clicking the Launch Interaction
link in the Authorized Contacts section of the Account composite tab.
When the child interaction is launched (and contact verification has been completed), a new
interaction tab is presented to the CSR where they can address issues for the contact on behalf
of the calling party. The thumbnail provides information to the CSR regarding who they are
speaking to and the related contact for which service will be provided.

CSRs can toggle between the parent and child interactions during the call by clicking the
associated tab.
Specifying the sub-interaction

In the PegaCS sample application (MyCoCA), we have configured the “Launch Interaction” text
as a Link in the CPMContactsList section and are using the Pega Create Work Action set to
launch the sub-interaction. Simply specify the class name, e.g. PegaCA-Work-Interaction-Sub
and the Flow Name, CPMInteraction. In our sample, we also run a Data Transform (as a
second Action) to handle the CTI data transfer to the new interaction (CPMCopy CTICallPage).
Configuration Note: Although this sample is implemented in the contact section of a composite tab, you
can configure it and launch it from anywhere in the UI.

Configuring Data Sources
PegaCS uses Data Source rules extensively throughout the system. Data sources are used to
abstract class, clipboard references, and other parameters in order to simplify configuration of:
 Interaction Driver tasks and suggestions

 PegaCS Composite displays
 Data references within dialog scripts
 Portal search data retrieval and display
To add a data source
 Click Records and select Data > Customer Service Datasource to display a list of
instances. Select an instance and save it to your RuleSet.
 PegaCS Data Source with Clipboard Page selected as Source:

PegaCS Data Source with Data Page selected as Source:

Detail Tab –
Short Description Short description of the data source.
Source Select Clipboard Page to specify the associated Page, Class, and related
Property information required for this PegaCS Data Source (see associated
fields below)
Data Page: Specify the Data Page this PegaCS Data Source. If Data Page is
selected from the Source dropdown, the rule form will refresh, displaying a
Data page field (Smart Prompt) to specify the desired Data Page rule.
Based on the Data Page specified, a Parameters section will be displayed,
providing the related Parameter names associated with the specified Data
Page. For each listed Parameter, specify the related Value (utilize the Smart
Prompt). See the above screen shot for a sample PegaCS Data Source rule
using a Data Page.
Data Source rules that use data pages as their source are intended to enable
the configuration of “Intent When” rules that use these sources. As such,
other options are not available and will be disabled when this option is
selected. Composite Data Source, Dialog Data Source, News Feed and
Favorites are not compatible with data page based data source rules.
Page Enter the name of the clipboard page to use for this data source.
Class Enter the class of the clipboard page entered in the Page field.
Property Optionally, if you selected a List type of data source, enter .pxResults as the
property name.
Property Class Optionally, if you selected a List type of data source, enter the class of the
.pxResults list.
Type Select whether the data source is a page, list, or special
Composite Data Source? Check this box to indicate that this data source may be used as a composite
data source. This field will be evaluated in order to populate data sources
within the Interaction Driver and PegaCS Composite landing pages.
Dialog Data Source Check this box to indicate that this data source may be used for data
references within dialog scripts. This field will be evaluated in order to
populate the data source selection field when configuring dialog scripts via the
PegaCS Configuration Tools wizard.
Show News Feed Determines whether the News tab will be available on data source composites
for data sources of this type. Users must also have an associated privilege to
view.

Use as Favorite Determines whether this data source type can be used as a Favorite in the My
Favorites gadget. Users will see an Add to Favorites button in the UI for this
data source in case portals.
Portal Smart Info Activity Sets the activity to use to populate the SmartInfo data shown when a user
expands one of his favorites from the My Favorites gadget.
Functionality available in the legacy portals only.
Favorite Keys Select the Property associated with the PegaCS Datasource you are creating.
For example: for Contact use .ContactId.
Properties Tab
Property Properties included on this tab will be used to populate the list of available
fields that users can insert into dialog scripts using the PegaCS
Configuration Tools wizard.
Search Tab
Use in portal search? Check this box to indicate that PegaCS should use this data source when
performing a portal search function
Search activity Select the integration activity that should be used to perform the search
operation
Retrieval Tab
Default Interaction Specify the name of the class that should be used as a temporary container
Container for retrieving and displaying results when a user selects a result from the
portal search results list
Display Harness Specify the name of the harness that should be used to display data when the
user selects a result from the portal search results list
Retrieval Activity Specify the name of the activity that should be used to retrieve data needed to
display data when the user selects a result from the portal search results list
Interaction Flow Specify the name of the interaction flow that should be used to start the ,s
 Click Save.

Configuring External Tasks
Intent task rules provide three options for configuring tasks that invoke external processes from
other Pega 7 applications.
The recommended option for calling processes in other Pega 7 applications is to use Pega 7’s
Federated Case Management (FCM) capability. Use of this feature provides:
 Simple configuration of a remote process

 The ability to easily define data exchange
 The ability to trigger PegaCS events such as dialog refresh as the remote process
progresses

Configuring Remote Tasks Using the IAC Option
The IAC option allows users to launch PegaCS tasks that run processes from other Pega 7
applications. This option requires the successful installation and configuration of Pega Internet
Application Composer (IAC) as a prerequisite. IAC acts as a proxy between PegaCS and the
remote Pega 7 application. For additional details about IAC, refer to the article About the
Internet Application Composer (IAC) on the PDN.
Because this option invokes the remote process through a gateway proxy, JavaScript on the
remote application will work in most instances. Because PegaCS runs the remote process
inside an iFrame, remote applications should not contain HTML references to “_top” or
“_parent”.
Remote tasks using IAC require the creation of a common user and access group on the remote
application. PegaCS will authenticate using this user each time the remote process is run.
To use the IAC option

 Install IAC according to the instruction. IAC can be installed on the PegaCS server or the
remote server, though installing on the PegaCS server is recommended.
 Configure the host on the IAC gateway by adding a new host.
a. Host Name /Connection name – CPM_SampleRemoteProcess
b. Pega 7 Host URL – the URL of the remote application, for example:
http://remotehost:8080/prweb/PRServlet
c. Pega 7 Auth Servlet: the URL of the IAC authentication service on the Remote Server,
for example: http://remotehost:8080/prweb/IAC

d. Test and save the connection. You should see a response similar to the one below if
successful:
 Click Records and select Sysadmin > Settings for Server Connectivity and open the
IACGateway instance. Update this so the System URL references the location of the IAC
instance that you previously installed. If installed local to PegaCS, it should look similar to
this.
 Create and configure an Intent Task rule in PegaCS. On the Task tab, select IAC from the
drop down list.

 Enter the IAC Task Properties described in this table.
Property Field Description
System Reference Select the PegaApp-Admin-Server instance defined in the previous step.
User ID The login ID of the common user created on the remote application. PegaCS will
use this ID for all users that execute the remote process.
IAC Div ID The name of the deployed IAC Div on the remote application server
PegaGadget The name of the IAC gadget defined during IAC configuration.
PegaThread Specify the remote application thread to be created by Pega 7. In most cases this
can be left blank.
PegaA The Pega Action attribute. Select CreateNewWork.
PegaA_className When the action is displayed, createNewWork or getNextWork, the AppliesTo class
of the specified flow or harness.
PegaA_model When there is a className specified, the name of a model to use when creating a
page for that class.

Property Field Description
PegaA_flowName When the action is displayed or createNewWork, the name of a flow rule.
PegaA_harnessName When the action is displayed, the name of the harness rule. Optional.
PegaA_page The name of an existing clipboard page. Optional.
PegaA_readOnly By default, the assignment, work object or flow displayed can be edited. Set this
attribute to true if the contents displayed in the gadget should be read-only.
PegaA_key When the action is openAssignment or openWorkByHandle, the pzInsKey of the

object.
PegaA_workID When the action is openWorkItem, the ID of a work item.
PegaA_params An object for passing in user-defined parameters. Use object literal notation:
"{name: 'value',name: 'value'}" Using the PegaA_params parameter in this way
preserves the case of mixed-case strings even when the operator is using a Firefox
browser.
Pega Application Name The remote application name.
Pega System ID The connection name of the host connection configured during IAC setup.
 Click Save.

Configuring Interaction Preferences
 Configuring Customer Verification

 Defining Call Reasons
 Configuring the PegaCS Interaction Timer
 Configuring the Call Duration Goal (Call Guidance)
 Changing Default Caller Satisfaction and Disposition Settings
 Changing Net Promoter Settings
Configuring Customer Verification

PegaCS has two verification options - account verification and contact verification. A map value
specifies which type of customer verification to use during an interaction.
To configure the map value

 From the Application Explorer, select PegaCA-Work > Decision > Map Value >
AppVerificationParam. Save it to your RuleSet.
 Modify the Default value. You can select Contact, Account, or None if you want no
verification.
 Click Save.

Defining Call Reasons
PegaCS automatically determines the reason for an interaction and presents that value during
the interaction wrap-up.
A map value rule lets you specify how the reason is determined.
To change the CAMethodToSelectReason Map Value

 Click Records and select Decision > Map Value. Select the PegaCA-Work-
Interaction.CAMethodToSelectReason instance and save it to your RuleSet.
 Add, modify, or delete the Default values. The possible values are 1, 2, or 3.
1 = First interaction event
2 = First work object created; if no work object is created, the first interaction event is used
3 = Longest interaction event
 Click Save.

Configuring the PegaCS Interaction Timer
PegaCS displays an interaction timer control to give the CSR a visual cue as to interaction
handle time. Interaction duration is shown in minutes:seconds in relation to the goal and
deadline defined within the service level rule (SLA) defined for the interaction work type. The
color of the icon changes from green to yellow to red as the duration exceeds the goal and
deadline time.
Configuring the SLA Used by the Interaction Timer

By default, PegaCS uses the overall SLA object for the interaction object in the pyDefault data
transform rule for the class.
 Use the Customer Service Interaction Types landing page to select the overall SLA instance
used for that interaction type. Select DesignerStudio > Customer Service > Interactions
> Interaction Types.
 Expand an interaction type within the list and click the rule name in the Overall SLA
Definition field. Save this instance to your RuleSet.

 Set the Goal value to the goal for the interaction time.
 Set the Deadline value as the maximum for your interaction time.
 Repeat this procedure for each of the interaction work types that will be used by your
application.
 Click Save.

Dynamically Setting the Interaction Timer SLA
PegaCS provides a map value, SetSLATimeValues that allows the system to dynamically
change the SLA goal and deadline based on the Interaction Goal.
To configure the map value

 Click Records and select Decision > Map Value. Select the PegaCA-Work-Interaction-
Call.SetSLATimeValues instance and save it to your RuleSet.
Note: Separate map values have been provided in the PegaCA-Work-Interaction, -Interaction-Call,
and –Interaction-Chat work classes to add flexibility in controlling the SLA determination by interaction
type.
 Open the Configuration tab, and expand the desired Interaction Goal in the Results
section (for example, Retain).
 Add the .SLAGoalTime property and the corresponding time value in MM:SS
(minutes:seconds) format.
 Add a new row, and add the .SLADeadlineTime property and corresponding time value in
MM:SS format.
 Click Save.

Changing Default Caller Satisfaction and Disposition
Settings
The ContactDispositionSelect HTML property contains the options available when indicating
caller satisfaction level and disposition.
To modify the Contact Disposition options

 In the Search gadget, enter CAContactDispositionSelect.
 Select the PegaCA-Work Control instance and save it to your RuleSet.
 On the HTML tab, modify the disposition values as necessary.

 Click Save.
Changing Net Promoter Settings

The NPS survey embedded section (NPSRatingInWrapUp) in wrap-up has been configured not
to display using a Visibility Condition. To enable display of the NPS section during interaction
wrap-up, remove the Visibility condition in the appropriate interaction class for the relevant
section (example: PegaCA-Work-Interaction.CAWrapUpCommon).
The following section assumes the Visibility condition (referenced above) has been removed.
During interaction wrap-up, PegaCS will calculate a Net Promoter scores based on the
response to this question.
On a scale of 0-10, how likely are you to recommend us to a friend?
The Net Promoter Score question UI is contained in the section PegaCA-

Work.NPSRatingInWrapUp. To remove the NPS question from your wrap up process, copy the
CAWrapUp section for your interaction class into your site-specific RuleSet and delete the
embedded section for NPSRatingInWrapUp.

In base PegaCS, the question detail is stored on the interaction object itself upon clicking
Submit. PegaCS will calculate the response and quantify the interaction as
 Detractor (0-6)
 Passive (7-8)
 Promoter (9-10)
This detail can be used in future interactions to set the Interaction Goal property and to drive
specific application behaviors when configured.
Pega also offers a Net Promoter Framework. If installed, answering the Net Promoter question
in wrap-up also creates a Net Promoter object and, when the response is “Detractor” or
“Passive”, a follow up case.
More details on the Net Promoter Framework can be found in the Tech Note Using the Net
Promoter Framework available on the PDN.

Configuring Suggested Work Item Reviews
Based on criteria that you configure, a process can suggest a review of a pending work item to
a CSR during a customer interaction based on criteria you configure.
To configure a suggested review

 Click Records and select Decision > Case Match to display a list of instances. Select
CAReviewServiceItems in the MyCoCA RuleSet and save it to your RuleSet.

 On the Evaluation tab, enter the match conditions criteria you want to use to match cases
(in the Must match conditions section)
 Set the minimum weight value for finding duplicate cases (default = 15)
 Enter the Weight and match conditions you want to use to evaluate the work criteria for the
resulting case match display
Note: For a case to be selected, the combined score for that work item based on all the conditions you
configure must be greater than or equal to the value in the cutoff score field.
 Click Save.

Configuring Interaction Goals
PegaCS creates interaction goals that can be referenced as a circumstance to vary service
request processing or as criteria to suggest or queue processes to the user.
Interaction goals are configured declaratively using business criteria defined in a decision table
rule. PegaCS utilizes Customer Value, Net Promoter Category, Contact Disposition, and
Satisfaction Survey Overall Rating conditions in the decision table. During processing, the
InteractionGoal property uses a declare expression rule to call that decision table.
To configure interaction goal criteria

 Click Records and select Decision > Decision Table. Select the PegaCA-Work-
Interaction.DetermineInteractionGoal instance and save it to your RuleSet.
 On the Table tab, enter the parameters in the Conditions table based your desired
configuration.
 Click Save.

Configuring Call Duration Goals (Call Guidance message)
The call duration goal provides a Call Guidance message to the agent during a phone
interaction. The message is determined using a decision table, DetermineCallDurationGoal,
where several contextual variables are analyzed, including contact center volume indicator,
Customer Value, and last NPS score.
This decision table can be modified to reflect the needs of your business, incorporating
customer or other key information to determine an appropriate Call Guidance message. Save
the DetermineCallDurationGoal Decision Table rule into your RuleSet, and make the desired
changes.
The Actions dropdown lists values are defined in the Results tab of the Decision Table rule:

Configuring Dialog Controls
This section includes the following topics:
 Configuring the Dialog Method

 Defining Dialog Script When Conditions
 Defining Reference Properties with Dialog Scripts
Configuring the Dialog Method

In the legacy portal, when using classic navigation, there are two supported methods for
processing dialog scripts.
The PegaCS Interaction Portal only supports flow action based dialog.
 Flow action-based dialog ― the system presents dialog for a process/flow action
combination. Dialog can be associated with any flow action, and the UI will dynamically
adjust the dialog based on the currently selected flow action. This is the default PegaCS
setting. No configuration to flows is required to use this method.

 Assignment-based dialog ― the system presents dialog for a process/assignment
combination. If the user selects multiple flow actions within the assignment, the dialog does
not change. To use this method, developers must create a dialog HTML instance and
associate it to an assignment within the workflow. This was the default PegaCS setting prior
to the V6.1 release of PegaCS.
The dialog method is configured on the Dialog Options landing page.
To update the dialog method

 Select DesignerStudio > Customer Service > Dialog Management > General Options.
 Click Update.
 Choose the Dialog Method from the pull down options.
 Click Save or Check In.
Defining Dialog Script When Conditions

Based on When rule definitions — previously referred to as skills — PegaCS can display
different dialog scripts to CSRs during customer interactions. When Condition rules can be
defined to conditionally display dialogs based on criteria you configure in the associated When
rule. There are a number of default When rules including CACSR1, CACSR2 and CACSR3.
To change the operator’s When definition, you can replace the default When rule (CACSR) with
a When rule that you create.
 Click Records and select Decision > When. Select the PegaCA-Dialog.CACSR1 instance.
If you have specified a different dialog class for your application, you select that class
instead of PegaCA-Dialog. Enter a rule name that reflects the When rule context.
 Save it to your RuleSet in your application’s dialog class.

 On the Advanced tab, update the skill level in the field name.
 Click Save.
 Repeat this process for each of the skill levels you want to define.
Users with the CA:Manager role can specify When rules in the PegaCS Configuration Tools
while running a service process for example: within a Flow Action.
 From the PegaCS Interaction Portal, run the Service Process that requires conditional
display of a Dialog. Stop at the Flow Action where the Dialog should be configured.
 From the Tools menu, select Configuration Tools. Click Save As and save to your
RuleSet.
 Click on the down arrow next to the When dropdown and select the When rule you defined
above. This allows the user to specify a When rule that conditionally displays the Dialog to
the CSR.

 Click Close.

Defining Reference Properties with Dialog Scripts
PegaCS allows you to define the customer reference properties that a user can insert into a
dialog script using the PegaCS Configuration Tools wizard. These property references are
defined in Customer Service Datasource rules.
 Click Records and select Data > Customer Service Datasource to display a list of
instances. Select an instance and save it to your RuleSet.
Note: The rule must have the Dialog Data Source box checked for use with the PegaCS Configuration
Tools wizard.
 On the Detail tab, select the Page and Class of the Property Source.
Check the Dialog Data Source? box.
 On the Properties tab, select the properties that can be used to include in dialog scripts.
Users will be able to select from these properties when using the PegaCS Configuration
Tools wizard to create or modify dialog scripts.

 Click Save.

Chapter 6: Configuring Service Processes
This chapter describes the ways in which you can extend PegaCS service process functions.
The topics in this chapter are:
 Using the Case Designer to Create New Service Processes

 Configuring Federated Cases Using the Case Designer
 Manually Creating New Service Processes
 Configuring Communication Processes
 Changing PegaCS Default Values

Using the Case Designer to Create New Service Processes
The Service Process Accelerator is no longer supported in PegaCS 7.1.4. To create new
service processes (Case Types) in PegaCS, utilize Pega 7’s Case Designer. Case Designer
has been enhanced to accommodate PegaCS-specific rules required for handling interactions
and related service processes (cases), interaction logging, wrap-up, and other common
PegaCS capabilities.
Note: Case Designer sets the interaction driver category to General for all case types created in
PegaCS. To change the default interaction driver category for new case types, save the
CPMInteractionDriverCategoryClass map value to your RuleSet, and change the default value to the
desired Driver Class of the Driver Category.
For details on running the Case Designer, see the Article 43656 Introduction to Case Lifecycle
Management in Pega 7 article on the PDN.

Configuring Federated Cases Using the Case Designer
Federated Cases allow PegaCS users to use processes from other PegaCS or Pega 7
applications. This topic describes how to create a Federated Case (service process) using the
Case Designer.
 Start the Case Designer.

 Enter the Case type name and Description. Expand the Advanced Settings dropdown,
and select the Remote Case type checkbox. This option ensures the proper case type rule
and class are created including setting the Federated Case flag on the case type rule.
 Once the service process and case type rule have been created, the following
configurations must be completed:
− In the new Case Type rule (pyDefault) Remote Case Configuration tab, select the
Remote System from the list of available options.

− Click the open rule icon to open the Remote System rule and update the environment
configuration fields.
− Gateway URL— the URL of the IAC gateway

− System URL — the URL of the remote Pega 7 system
− System ID — the IAC gateway host name
− Application Name — the application name of the remote Pega 7 service process

− Encryption — check to enable URL encryption of data passed between the remote and
local system (via URL).
− When the remote system environment configuration is complete, click Retrieve
Information to refresh the Class Name list with the available remote service processes.
− Complete the Supported Actions section.
Create new Work - Check the box and enter the starting process or use the prompt to
see the available options (e.g. available remote system service processes).
Show in New Work Menu - Checking this box populates the service process in the New
> Run Process menu.
Map values to initialize properties for instantiation – Checking this box to maps
properties from the master system to the remote system to pre-populate values in the
remote work object.
Open Work – Checking this box enables the ability to open an existing remote object
from the master system.
− Complete the Data Mapping from Remote Gadgets section. Enter the three Target
Property rows as illustrated below.

− Create a section rule in the new work class. CAWorkSpecific is used in this example.
Add the @baseclass.pxFCMCreateNewWork section. Open the Parameters and set the
following remote parameter configuration.
Add the PegaCA-Work.CPMFederatedCaseGadget section. Open the Parameters tab for

this section and confirm the default values are as below.

In the new work class, create a new flow action that includes the section rule created in step
f.
Modify the flow in the new work class to reference the above flow action (modify the sample
flow action).
− On the remote Pega 7 system, configure a service process to be a remote case. Open
the appropriate case type rule in the remote system. On the Processes tab, select a
Starting Process.
On the Advanced tab, check the Publish as a Remote Case Type box. Check the Permit new
work creation box. Add Property Names as required. Select the Flow Name and Last Flow
Step Task Label based on your implementation.

This completes the Federated Case configuration process. You can test your new service
process by opening an interaction and launch the process from the interaction driver
category that you defined.

Configuring Communication Processes
A communication process is a workflow that enables a CSR to deliver customer-specific
messages based on message criteria you configure.
Step 1: Create a message script

 From the Application Explorer, select PegaCA-Work-Interaction > Technical > HTML >
CAWelcomeMessage. Save it to your RuleSet
 Enter the message script on the HTML tab. You can also insert clipboard references into the
HTML to personalize the message for the customer.
 Click Save.
Step 2: Create a starting activity
 From the Application Explorer, select PegaCA-Work-Interaction > Technical > Activity >
CAWelcomeMessage. Save it to your RuleSet.
 Expand step 1 and enter the name of the HTML record in the PROPERTIESVALUE field.
 Click Save.
Step 3: Create the communication flow
 From the Application Explorer, select PegaCA-Work-Interaction > Process > Flow >
CAWelcomeMessage. Save it to your RuleSet.

 Open the flow for editing and select the DisplayMessage assignment shape. On the
Assignment tab of the properties panel, enter the name of the HTML script in the Message
field.
 Save the flow.
Step 4: Create an intent task
 In the Search gadget, enter CommunicationWelcome. Select the Intent Task instance.
Save it to your RuleSet.

 On the Task tab, enter PegaCA-Work-Interaction in the Associated Class field and the
name of your activity from Step 3 in the Starting Activity field. Leave the Show in List of
Available Tasks? check box blank unless you want the message to be accessible for all
interactions.
 On the Criteria tab, enter the name of the Intent When rule that defines the criteria for
suggesting this message. The short description of that rule appears as the reason in the
suggested processes area of the Interaction Driver screen. See Configuring Intent When
Rules in Chapter 5.

 Click Save.
Changing PegaCS Default Values

As a CSR follows a workflow, PegaCS displays selection boxes with lists of available options.
You can change the values in a list as well as the default value.
This topic describes how to edit the following options.
 Complaint and Compliment Categories and Reasons

 General Service Item Types
 Account Close Reasons
 Transaction Dispute Categories and Reasons
 Address Types
 Communication Options Types
 Association and Link Roles
Modifying Complaint and Compliment Categories and Reasons

Compliment and complaint categories are maintained as Field Values in the PegaCA-Work-
Complaint class and displayed using the DynamicSelect property. Activities named
CPMLoadComplaintComplimentCategories and CPMLoadComplaintComplimentReasons
build the dropdown list of values for the Category or Reason dropdowns.

The Field Value name (Field Name) for the Reasons dropdown values are related to the Field
Value category name. For example, the Reason dropdown values for the Account Issue
category (ComplaintComplimentCategory Field Value) are:
Field Name Field Value Localized Value
ComplaintComplimentCategory AccountIssue Account Issue
AccountIssueReason contactprofileoutdated Contact Profile Outdated
AccountIssueReason documentillegible Document Illegible
AccountIssueReason documentincomplete Document Incomplete
AccountIssueReason documentnotreceived Document Not Received
AccountIssueReason documentreceiveddate Document Received Date
AccountIssueReason fees Fees
AccountIssueReason interestrate Interest Rate
AccountIssueReason mispost Mispost
To modify the complaint categories

 From the Application Explorer, locate the desired Field Value from the PegaCA-Work-
Complaint > Data Model > Field Value list and save it to your RuleSet ensuring that the
Field Name specifies ComplaintCompliment.
 Modify the Field Value to reflect your required changes.
 Click Save.
To modify reason values
Complaint > Data Model > Field Value list and save it to your RuleSet ensuring that the
Field Name reflects the correct/related category — for example: AccountIssueReason.
 Click Save.
Note: Alternatively, you can Create new Field Values and save them in the appropriate RuleSet and
class — PegaCA-Work-Complaint.

General Service Item Types
Service Item Type dropdown values are stored as Field Values with a Field Name of
RequestType in the PegaCA-Work class. The property, RequestType, specifies the Field
Value Class and Field Name which is used in determining the relevant values populated in the
dropdown.
To modify service item type options

 From the Application Explorer, locate the desired Field Value from the PegaCA-Work >
Data Model > Field Value list and save it to your RuleSet, ensuring that the Field Name
specifies RequestType.
 Click Save.

Account Close Reasons
The Close Account Reason dropdown values are populated using the .Reason property that
specifies a PromptFieldValue control. The control references Field Values stored in the
PegaCA-Work-CloseAccount class using a Field Name of Reason.
To add or change reasons for closing an account

 From the Application Explorer, locate the desired Field Value from PegaCA-Work-
CloseAccount > Data Model > Field Value list and save it to your RuleSet.
 Ensure the Field Name specifies Reason since the PromptFieldValue control keys off of
the Field Name. Alternatively, Create a new Field Value in the appropriate RuleSet and
class specifying the Reason Field Name.
 Click Save.

Transaction Dispute Categories and Reasons
Transaction Dispute Category dropdown values are stored as Field Values in the PegaCA-
Work-DisputeTransaction class using the Field Name pyDisputeCategory. The
DisputeCategory property references this class and Field Name in the Display and Validation
section of the rule, which identifies the correct values to display in the dropdown.
Transaction dispute Reason values are determined by the DisputeReason property (referenced
in the pxDropDown control) by calling a report definition, GetDisputeReasons, which looks for
the selected Category available on the clipboard in pyWorkPage.DisputeCategory.

To modify transaction dispute reasons
DisputeTransaction > Data Model > Field Value list and save it to your RuleSet, ensuring
that the Field Name specifies RequestType.
 Add or change the Field Value to reflect your required changes.
 Click Save.

Address Types
You can replace the default address types, such as home address and billing address, used by
PegaCS by editing the PA_ADDRESS_TYPE table.
To change address types

 Use your database tool to open the PA_ADDRESS_TYPE table and display the sample
data.
 Replace the sample entries with your address types.
Note: In the Category column, C = Contact and B = Business Unit.
 Save your updates.
Communication Option Types

You can replace the default communication option types, such as phone, e-mail, TwitterID,
FaceBookID, and fax by editing the PA_COMM_OPTS table.
To change communication types

 Use your database tool to open the PA_COMM_OPTS table and display the sample data.
The default communication option types are stored in the COMMUNICATIONTYPE column.

 Replace the sample entries with your communication types.
Note: In the CommunicationID column, C = Contact and B = Business Unit.
Association and Link Roles

You can edit the role descriptions used by PegaCS for accounts, contacts, and business units
by editing the PA_ROLES table.
You can also add other role affiliations for account, contact, and business unit associations as
well as filter the list of items that appear in selection boxes.
Individual lists are filtered by HTML Property rules.
To update the account role table

 Use your database tool to open the PA_ROLES table and display the sample data.

 Add, update, or remove role types.
Note: In the PartyType column, C = Contact and B = Business Unit. In PegaCS many rules, display
screens and queries reference role types 60 and 100. If you remove these types from the table, you
must update all referencing rules.

Chapter 7: Configuring Other PegaCS
Components
This chapter describes the configuration of additional PegaCS components.
Topics are:
 Configuring System Generated Priority Notes

 Configuring Call Volume Alerts
 Configuring the Call Back #
 Configuring Express Actions
 Configuring the Express History Control to Enable Info Tracking
 Setting Up Campaigns and Opportunities
 Configuring Suggested Content
 Configuring Service Level Rules
 Configuring Fees
 Configuring PegaCS Reports
 Configuring Quality Review and Customer Satisfaction Surveys
 Using Contact Security Facilities
 Using When Rules to Manage Context
 Defining Products and Product Types

Configuring System Generated Priority Notes
PegaCS displays two types of system-generated priority messages on the user portal, one
associated with the Contact and one with the Business Unit.
Using a decision tree rule, you can configure multiple messages and the conditions under which
each is presented to the CSR. System-generated notes are displayed in the Priority Notes field
of the screen pop for a phone call.
To configure priority notes, you create and reference the message and then edit the decision
tree that selects which note to display.
PegaCS contains two declare expression rules defined for contact and business unit messages.
These rules call corresponding decision tree rules with the same name.
 CABusinessUnitSystemNote
 CAContactSystemNote
The decision trees call HTML instances containing the priority note. The PegaCS decision trees
are configured to call the following sample notes:
 CABusinessUnitSystemNote - displays CAGenericBuNote

 CAContactSystemNote - evaluates whether the DissatisfiedWithInteraction,
ConcernedWithInteraction or PlatinumCustomer note displays
To configure a system-generated priority note
 In the Search gadget, type PlatinumCustomer. Select the Field Value instance. Save it to
your Ruleset.
 Enter the display text in the Description Field.

 Click Save.
 Click Records and select Technical > HTML. Select the PegaCA-Work-Interaction.
PlatinumCustomer instance.
 Enter a name and save it to your RuleSet.
 On the HTML tab, enter the value name for the lookup property.
 Click Save.
 Click Records and select Decision > Decision Tree. Select the PegaCA-Work-
Interaction.CAContactSystemNote instance. Save it to your RuleSet.

 On the Decision tab, edit the decision tree, adding notes and conditions to the decision
parameters.
− Create a row for each note; enter the condition required to display it.
− For each condition, enter the name of the note to display.
− If you want to display a note in the case that none of the conditions are met, enter its
name in the Otherwise section.
 Click Save.

Configuring Call Volume Alerts
PegaCS provides the ability to display visual indicator to CSRs about the volume of interactions
that a contact center is receiving. This indicator fills a similar role that a reader board would by
showing the CSRs an overall volume indicator, as well as low-level details on the current
contact-center metrics. It also provides declarative properties that can be used to change the
behavior in the PegaCS application. For example, you can eliminate upsell offers during periods
of high volume.
PegaCS provides integration stubs in the PegaCS RuleSets. You need to build the final
integration to your reader board API or ACD statistics server. The MyCoCA sample application
includes a working example and simulator that generates volume statistics that demonstrate the
functionality and show the volume alert indicator and related metrics on a CSR portal.
Clicking the alert on the portal displays a modal window with current volume details (simulated
data) and actual PegaCS charts to provide a snapshot of current AHT and Interaction Time
Trend information. The Contact Center at a Glance modal also provides the ability to change the
simulated call volume (High, Moderate, Low), which can impact suggested tasks, the Call
Guidance message (as defined in the DetermineCallDurationGoal map value), or other rules
that reference the Volume Indicator. This allows you to simulate how changes in the Volume
Indicator can be used to automatically drive agent behavior using rule-driven configuration.

PegaCS does not include any prebuilt integration rules for this capability but it does include a
number of rule examples that you can copy and reuse for your implementation that define and
control the display of the data and volume gadget. These rules are configured under these two
classes:
 PegaCA-Admin-CallVolume
 Embed-PegaCA-ServiceVolume

Key Configuration Rules
 The options for the call volume alert display and its refresh rate are set on the Application
Behavior landing page.
− To display the gadget on the portal, check the Display Call Volume? box to set this
option to true, which is the default value. To turn it off, uncheck this field.
− To set the refresh rate for the gadget, set the Call Volume Refresh Rate to the desired
number of seconds. The default value is 120. The recommendation is to keep the
frequency at or above 60 seconds to minimize any performance impact.
For more information about updating the Application Behavior landing page, see Application
Behavior in Chapter 4.

 Field Value rules define the alert text for high, low and medium volumes.
 The GetVolumeIndicator decision table sets the level of the alert message based on the
threshold value. By adding additional conditions and field values, you can display
meaningful messages under different volume conditions.
 The VolumeDataLimits decision table sets conditions for contact center queues shown in
the details UI. You can also set other thresholds for metrics important to your operation.
 The GetCallVolumeMessageText decision tree sets a text message in the details screen.
It is controlled by the DefaultMessage field value.

Configuring the Callback #
The Callback # populated on the Interaction header during a call reflects the caller’s phone
number received from the ACD. When PegaCALL™ is installed, a user can click on the
Callback # to trigger an outbound call to the customer in the event the CSR is accidentally
disconnected during an interaction.
Clicking the Edit link from the interaction header displays an overlay to allow the CSR to change
the Callback # to reflect the preferred phone number provided by the customer.
The Callback # property, CAInteraction.InteractionANI, is referenced in the

CPMInteractionANI section and auto-populated with the incoming ANI by pulling the
CTICall.ANI data from the clipboard when PegaCALL functionality is used. Triggering an
outbound call utilizes the PegaAppCA.CPMMakeCall control referenced in the Callback #
property.

Configuring Express Actions
PegaCS allows you to create links that allow CSRs to launch selected processes directly from
the customer composite. These links are referred to as express actions. For example, in the
image below the amount column has been configured to provide a link which launches a
Dispute Transaction process for the selected transaction.
Express actions are configured by creating an action on the Link control Actions Tab.
To configure an express action

 Open the Section rule for the appropriate area of the customer composite —
CPMTransactions for example. If needed, save it to your RuleSet.
 Select the cell in which you want to configure the express action link and open its properties.
 Open the Actions tab.

 Specify the Create Work action.
 Enter the Class Name of the service process you wish to launch for the Express Action (e.g.
PegaCA-Work-DisputeTransaction).
 Enter the Flow Name associated with the service process you wish to launch as the
Express Action (e.g. CADisputeSingleTransaction). If your target Flow has any
parameters specified, enter the desired properties (the sample above specifies
.TransactionId since that is a parameter specified on the CADisputeSingleTransaction
Flow).
 In the MyCoCA sample application, the Dispute Transaction Flow was modified to
accommodate Express Actions by adding a decision shape that checks whether parameters
are being passed in from the Create Work action. If so, the flow continues by using the
passed-in transaction ID parameter, skipping the search for transactions step of the flow.
The resulting expedited process results in lowering handle time for the CSR and customer.
 Click OK. Save the Section rule.
Note: Express Actions can also be configured on a Button in addition to a Link.
Configuring the Express History Control to Enable Info

Tracking
The Express History feature utilizes the CPMHistory control. It allows an agent to track
important information that has been shared with a customer regardless of whether a service
process has been executed or not. If an agent simply communicates an account balance to the
customer and wants to log this into the call History, they can click on an icon that invokes the
control. This control can also be configured to add a review message in the Reason for
Interaction dropdown values during wrap-up.

The CPMHistory control can be added to any property display and utilizes a Field Value passed
as a parameter when writing the audit line in the History.
You utilize a Field Value to populate the audit trail when the control is called. The property must
be available on pyWorkPage. Property values can be automatically inserted within the audit
trail string by utilizing the {.page.property} format in the Localized Label.
In this example, the Field Value is constructed to display the text string Reviewed the Next
Payment Due Date of {.Account.NextDueDate} with {.ContactName}.

Clicking the CPMHistory control icon in the UI triggers a tracking note that is logged to the audit
trail, reflecting the information shared with the customer — Payment Amount Due, Last
Payment, Account Balance, Loyalty Rewards Balance, etc..
After clicking the associated Express History icon, the icon changes to a check mark and cannot
be re-clicked.
Note how the Field Value with the {page.property} is populated with the property value in the History.

To reflect the Express History action in the Reason for Interaction dropdown during Wrap-Up,
specify a Field Value (with a Field Name of TaskDescription) in the ReasonFieldValue field in
the CPMHistory Parameters tab. In our example below, we have created a Field Value for the
Available Balance with a Localized Label of Confirmed Balance.
Note: It is recommended that you create brief, concise Field Values for the ReasonFieldValue, to
ensure the Reason for Interaction Dropdown values are easy to read.

Setting Up Campaigns and Opportunities
Campaigns are cross-sell, restitution, reward, or retention offers that you might want CSRs to
discuss with customers. PegaCS comes with several sample campaigns that you can replace
with your own. Opportunities are customer requests that are not necessarily campaign-related,
but arise during an interaction.
Topics in this section are:
 Configuring Offer Types

 Adding a Campaign
 Modifying Campaign Scripts and Objection Text
 Changing the Default Opportunity and Offer Functions
Configuring Offer Types

A map value rule stores a list of available offers for a CRS to present to the customer based
upon an interaction type.
To modify offer type options

 From the Application Explorer, select PegaCA-Work > Decision > Map Value > CAOffer
Types. Save it to your RuleSet.

 On the Matrix tab, update the offer types (Column Name) and the associated interaction
types (Row Name).
 Click Save.

Adding a Campaign
PegaCS defines the campaigns as Rule-PegaCA-Intent-Campaign instances.
To add a campaign
 From the Application Explorer, select Rule-PegaCA-Intent-Campaign to display a list of
instances.
 Select an instance, enter a Name for the campaign, and save it to your RuleSet.
 Complete the tabs described in this table.
Field Description
Short Description Required. Short description of the campaign.
Campaign Tab
CAMPAIGN DETAILS
Type Select the type of campaign you are creating from the selection box: Cross-Sell,
Restitution, Reward, or Retention.
Product Select a product from the Product list.
Frequency Enter the number of days that must pass before the campaign may be offered again
to the same contact.

Field Description
Priority Enter a number from 1 – 100 to identify the priority of this campaign. This number is
used when sorting the list.
Start Date The starting date of this campaign.
End Date The ending date of this campaign.
Objective Specify the associated Paragraph rule that is displayed when the CSR clicks the
Select button. You may need to create a new Paragraph rule for your campaign
Objective and reference it here.
Script Specify the associated Dialog rule that provides the CSR with the dialog they should
read to communicate the campaign to the customer. You may need to create a new
Dialog rule for your campaign and reference it here.
Description Specify the associated Paragraph rule that describes the campaign’s primary
business objective. You may need to create a new Paragraph rule for your campaign
Description and reference it here. The Description is displayed on the initial
Suggested Offers display.
Image Specify the image to be associated with the campaign display See the image
referenced in the Description field.
Objections Specify Paragraph rules that provide agents with responses to anticipated objections
to the offer. You may need to create a new Paragraph rules for your campaign
Objections and reference them here.
FULFILLMENT
Class The class to which this opportunity belongs.
Flow The workflow that is used with this campaign.
Fulfillment Package A reference ID to a package of materials.
OUTBOUND CAMPAIGN CORRESPONDENCE
Mail Corr The name of the mail correspondence to be sent.

Field Description
Email Corr The name of the e-mail correspondence to be sent.
Criteria Tab
Intent Whens The intent conditions list consists of Intent-When instances defined in the Interaction
class. When an instance of the Intent-When class is specified, the IntentLed flag is
set. PegaCS then scans all the tasks that have intents with the IntentLed flag set, and
checks the specified Intent-Whens to find any that evaluate to True. When an Intent-
When evaluates to true, the task appears as a suggested process.
Security Tab
Contact Roles This tab is a placeholder for security information.
History Tab Description of the campaign and its usage.
 Click Save.

Modifying Campaign Scripts and Objection Text
PegaCS provides sample campaign scripts that you use as templates for new scripts. Scripts
are Dialog rules stored in the in the PegaCA-Dialog class. You can also change the objection
handling.
Note: Authorized CSRs can also create campaign scripts using a directed wizard interface.
To modify a script
 From the Application Explorer, select PegaCA-Dialog > Process> Dialog to display a list of
Dialog instances.
 Select the Dialog rule you want to modify and save it to your RuleSet.
 On the Dialog tab, update the script to meet your campaign needs.
 Click Save.

Changing the Default Opportunity and Offer Functions
The following topics describe how to edit opportunity-related and offer-related properties:
 Next Actions
 Interest Levels
 Sales Cycle Stages
 Offers – Reasons for Rejecting
 Offers – Changing Default Actions
Next Actions
A property, NextActionRequired, defines the options available in a Next Action selection box
during an opportunity workflow.
To modify next actions

 In the Search gadget, enter NextActionRequired and select the property rule. Save it to
your RuleSet.

 On the General tab add, modify, or delete the prompt values to meet your business
requirements.
 Click Save.
Interest Levels
A property rule, InterestLevel, defines the options used by a CSR to indicate a customer’s
interest level in opportunities.
To define interest levels

 In the Search gadget, enter InterestLevel and select the property instance. Save it to your
RuleSet.
 Add, modify, or delete the prompt values to meet your business requirements.
 Click Save.

Sales Cycle Stages
A property rule, SalesCycleStage, specifies the options that appear in the Sales Cycle
selection box in the opportunity workflow.
To define sales cycle options

 In the Search gadget, enter SalesCycleStage and select the property instance. Save it to
your RuleSet.
 Add, modify, or delete the prompt values to meet your business requirements.
 Click Save.

Offers — Reasons for Rejecting
When an offer is rejected, the CSR can select a reject reason from a selection list.
RejectReason Field Value instances define the list of reasons as defined in the RejectReason
property utilizing the PromptFieldValue control.
To add or modify reasons for rejecting an offer

 From the Application Explorer, select PegaCA-Work > Opportunity > Data Model > Field
Value to display a list of instances. Scroll to instances starting with RejectReason.
 Select the RejectReason competitor for example, enter a Field Value name, and save it to
your RuleSet.

 Update the Localized Label value.
 Click Save.
Offers — Changing Default Actions

When an offer is presented, a customer can accept it, reject it, or request more information.
These options are defined as Field Values referenced by the OfferDisposition property. The
associated Field Values are maintained in the PegaCA-Work-Opportunity class.
You can add additional options by adding new Field Values into the PegaCA-Work-
Opportunity class, using the Field Name of OfferDisposition, which is specified in the
OfferDisposition property parameters. You can also modify the existing (default) actions by
editing the desired Field Values.

Configuring Suggested Content
PegaCS 7.1.4 is shipped with *Pega Knowledge Management 7.1.1. Pega Knowledge
Management (PegaKM) is a knowledge management application that supports the creation of
rich, multi-media content that can be contextually suggested to agents in any service case or
other case type.
*Pega Knowledge Management requires a separate license. Contact your Pega Account
Executive for details.
A Help button is provided in all PegaCS service process flow actions. When clicked, the
resulting screen (HelpWindow section) has been pre-configured to display both Suggested
Content and Other Relevant Content, and also provides a content search bar.
Pega KM provides a reusable control, KMSuggestedContent,that is specified in the Help

section to enable a proactive search for relevant content based on a configurable search
parameter, “searchText” (HelpSearchString property).
As shipped, Customer Process Manager specifies the property HelpSearchString in the

pyDefault Data Transform in the PegaCA-Work class, and sets the string to use
pyWorkPage.pyLabel, allowing the corresponding flow name (pyLabel) in each class to be
automatically referenced in all service processes (e.g. “dispute_transaction” ,
“address_change”).
The desired content that you wish to display in those flows would need to be tagged with the
corresponding search string (e.g. “dispute_transaction”, “address_change”, etc.).
Configuring the Content HelpSearchString using a Data Transform (Best

Practice)
The recommended best practice is to set the HelpSearchString property using a Data
Transform in the class of the desired service process. This will override the search string set in
the PegaCA-Work pyDefault Data Transform (discussed above).
This approach allows contextual content to be suggested throughout the service process (e.g.
all related flow actions) based on the HelpSearchString defined in the pyDefault data transform
and the corresponding content tag.

For example, the HelpSearchString could be implemented in the pyDefault Data Transform in
the Dispute Transaction class (example: PegaCA-Work-DisputeTransaction).
The below screenshot shows the HelpSearchString property being set in the pyDefault data
transform (PegaCA-Work-DisputeTransaction). Any content that you want to suggest to
agents in the Dispute Transaction service process would require the “transaction_dispute” tag.
Note: As shipped (MyCoCA), the PegaCS Dispute Transaction pyDefault data transform is
configured per the above approach.
The above approach can be used in any service process class, providing the flexibility needed
to ensure the right content is displayed in-context with the right flow.
As another configuration alternative, the searchText string can also be defined at the Flow
Action level by specifying the SetHelpSearchString Data Transform in the Action tab and set
the desired searchString as a Parameter:

Note: PegaCS 7.1.4 ships with a special operator, CPMKMSecurityAdmin,that provides access to the
PegaKM “KM Portal”. This allows the PegaCS administrator to work with the Pega Knowledge authors
to specify content visibility (security) restrictions by Pega 7 Access Role. This unique operator is
required to provide visibility to the PegaCS application’s Access Roles.

Configuring Service Level Rules
Service level rules (SLAs) automate the process of monitoring work completion. A service level
defines a goal (how long users are expected to take to resolve a task), a deadline (the
maximum time users are allowed), and the action to take if timeframes are passed. The user
interface displays yellow icons to indicate disputes past their goal times, and red icons to
indicate disputes past their deadline times.
Urgency is a rating scale that determines the priority of an assignment or work object and the
resulting order in which assignments appear on worklists. Service levels define an urgency
value that is added to assignments or work objects when one of the following conditions occurs:
 An assignment or work object is first created

 A goal is passed without resolution
 A deadline is passed without resolution
To see a list of the SLAs in the application, select DesignerStudio > Process & Rules >
Processes > SLAs. You can use these as-is or copy them to your RuleSet and modify them.
For more information about how to configure a service level rule, see the online Help topic
About Service Level rules.
Configuring SLA Profiles

An SLA Profile stores a value associated with an entity such as an account, contact, or account
owner.
Example: An account balance of $25,000 may have a platinum SLA profile. The account
balance can be used as a circumstance in the definition of an SLA. Based on the above
example, the platinum account may require expedited service.
To configure an SLA profile

 From the Application Explorer, select PegaCA-Interface-Account > Decision > Declare
Expression > .Profile.
Alternatively, you can select one of the PegaCA-Interface-BusinessUnit or PegaCA-
Interface-Contact instances of the .profile Declare Expression rule. The rules are similar in
appearance but contain different When statements.
 Save it to your RuleSet.

 Update the fields on the Expressions and Pages & Classes tabs as described in this table.
Field Description
Short Description Enter a short task description. This appears in the appropriate
task selection lists within the application.
Expressions Tab
If <property>, Operator Select the relevant property for the condition, then select the
(=,>,<, <=,>=,!=) <value> proper operator (=, >, <, <=, >=, !=) to apply to the property
against the value you specify. You can use the Actions link to
add other evaluations before or after the current If evaluation
line.
Then Set Profile = The property value to set if none of the conditions are met.
Otherwise set Profile = Select Value of and enter the value you want to set should none
of the above conditions evaluate to true. In this example, you
could enter one of the valid Customer Values such as Gold,
Standard, or Platinum.
Pages & Classes Tab
Identifies the pages referenced in the Expressions tab. You will typically use the following fields
on this tab and the change tracking tab; see the online help for additional information.
Page Class Enter the class for the category:

Account — PegaCA-Interface-Account
Contact — PegaCA-Interface-Contact
Business Unit — PegaCA-Interface-BusinessUnit
Change Tracking Tab
Calculate Value Select the frequency at which Pega 7 recalculates the value of
the target property which is the property immediately following a
When statement on the Expressions tab.
Context Execution Behavior Accept the default value, only when the top-level page is of the
Applies To class, to ensure this expression is executed only
when the Applies to class is in context during the interaction.

 Click Save.
Configuring Fees
PegaCS includes a property called .FeeAmount that you can use as a model for establishing a
fee structure. A Declare Expression rule uses the .FeeAmount property.
To change the amount expression

 From the Application Explorer, select PegaCA-Work-StatementCopy > Decision >
Declare Expression > .FeeAmount. Save it to your RuleSet.
 On the Expressions tab, edit the input conditions and fee amount values.
 Click Save.
Configuring PegaCS Reports

PegaCS includes many standard out of the box PegaCS specific reports in the MyCoCA
application for monitoring and analyzing work. In this version of PegaCS, the Analytics tab in
the user portals have been replaced with the Report Browser tab.
Topics in the section are:
 PegaCS Reporting Categories

 Configuring the Estimated Application Savings Report
 Incorporating Charts into Portals
 Disabling the RDE Date Properties

PegaCS Reporting Categories
PegaCS provides a variety of reporting categories in the MyCoCA sample application that can
be viewed through the Report Browser. The Report Browser allows you to create new reports
and new categories or add reports to existing categories.
Refer to Appendix A: PegaCS Reports for a complete listing of reports shipped with PegaCS.
Note: To see detailed how-to articles, configuration tips and interactive videos about creating
and customizing reports, visit the Reporting section of the PDN.
Below is a listing of the PegaCS report categories and a summary of the types of reports within
each category:
 Service Case Ageing Reports — information about the resolution timeliness of cases
(work types) grouped by operators, work type, or SLA
 Campaign Reports — information on the effectiveness of PegaCS Campaigns, the
success rate for CSR’s in offering the campaigns, and key campaign metrics such as the
number of campaigns rejected vs. accepted
 Customer Case Reports — a sample report that the number of cases opened and resolved
by customer.
 Interaction Reports — key operational information about customer interactions across
channels, such as first contact resolution, average handle time, and interactions by channel.
 Knowledge Management — information about knowledge content usage and requests for
content updates by users (by status). Note that some reports may be restricted to KM
Authors and only visible through the KM Portal.
 Opportunity and Forecast Reports —key metrics about opportunities logged (won/lost),
opportunity status and stage, and overall active pipeline
 Net Promoter Reports — detailed information on how customers perceive your business
and are willing to recommend you to friends and family; reports are provided for monitoring
Detractors, Passives, and Promoters by a variety of categories including channel, work type,
and customer value
 CSR Performance Reports — metrics that help you measure the quality of cases as
measured by SLA adherence and related employee performance by channel, work type,
and employee
 Customer Satisfaction Reports — a variety of 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.
 Throughput Reports — information on the volume of cases worked by your contact
center(s) by a variety of categories including create or resolve operator (CSR), and work
type.

 Social Engagement Reports — key metrics related to social interactions reflecting
customer sentiment, social cases by channel, and AHT
Configuring the Estimated Application Savings Report

The Estimated Application Savings report calculates the savings achieved using PegaCS by
comparing 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.
To set up the report, you configure:
 An interaction cost per second value

 A benchmark duration value for each process you want to calculate
 The SavingsAmount and TimeSavings Declare Expression rules
 Optional updates to the savings report
To configure the report
 In the Search gadget, type CAProcessTimeCost, select an instance, and save it to your
RuleSet applied to the relevant service process class that you wish to add to the Estimated
Application Savings report.
 On the Expressions tab, update the cost value of CAProcessTimeCost as cost per
second.
 Click Save.
 In the Search gadget type CABenchmarkDuration, select an instance and save it to your
RuleSet applied to the relevant service process class.

 On the Expressions tab, update the value of the duration in seconds.
 Click Save.
 In the Search gadget type .SavingsAmount, select an instance and save it to your RuleSet
applied to the relevant service process class.
 On the Change Tracking tab, change the Execute this expression field to regardless of any
pages it is contained in.
 Click Save.
 In the Search gadget type .TimeSavings, select an instance and save it to your RuleSet
applied to the relevant service process class.
 On the Change Tracking tab, change the Execute this expression field to regardless of any
pages it is contained in.
 Click Save.
 Repeat these steps for each class you want to include in the calculation. Samples are
provided for the following classes under PegaCA-Work:
− AddressChange
− CloseAccount
− Complaint
− Correspondence
− DisputeTransaction
− General
− Interaction
− Interaction-InCorr
− MaterialFulfillment
 Optionally, you can also modify the savings report. From the Application Explorer, select
PegaCA-Work > Reports > Report Definition > CPMApplicationSavings.

Note: A separate Drill Down report definition, CPMApplicationSavings_DrillDown, is referenced in
the User Interactions tab of the above report definition. You can follow the same editing instructions
above to make modifications to the drill down view of the report by saving a copy of the
CPMApplicationSavings_DrillDown report definition in your ruleset, then specifying the new drill down
report in your main CPMApplicationSavings report (User Interactions tab).

 Edit the report to meet your requirements.
 Click Save.
Incorporating Charts in Portals

Each user portal includes a dashboard section that is configured to display charts.
The section rules are named:
 CPMDashboard_Charts
 CPMDashboard_SocialCharts
You can configure these sections to display your custom charts by referencing the desired
Report Definition in the chart control contained in the respective user portal layout. Use the
Report Browser to create custom reports that reflect the unique reporting needs of your
business. For information about how to configure Report Definitions and other reporting
features, see the articles under the Reporting section of the PDN.

 The CPMDashboard_Charts and CPMDashboard_SocialCharts are included in the
CPMDashboard wrapper section. The CPMSHasSocialRole.
This image illustrates the CPMDashboard section rule that contains the two dashboard
sections referenced above. Note that both the CPMDashboard_Charts and
CPMDashboard_SocialCharts sections are visible in the CPMDashboard rule.
Configuring the Address Map Control

The Lost or Stolen Card service process in the PegaCS sample application (MyCoCA) utilizes a
control, pxAddressMap, that requires a Google™ map API key to function correctly. A Google
API key must obtained from the Google Developer Console
(https://console.developers.google.com).
After obtaining the API key, you must update a PRPC Dynamic System Setting at
uiengine/map/googleapikey.
For detailed instructions on the above configuration steps, see the “Using the Address Map
control” article on the PDN.

Disabling the RDE Date Properties
Previous to PegaCS 6.3 SP2, PegaCS needed to generate a number of date properties for use
in its reports. These properties all began with the letters RDE — for instance, RDEDay and
RDEMonth.
These properties are no longer used in the out-of-the-box PegaCS reports. However, the
population of the property values has been left enabled by default in order to ensure
compatibility with any custom PegaCS reports that may have used these properties in earlier
versions.
The populating of these properties can increase the amount of time it takes to process an
interaction. Organizations should consider disabling these properties.
To disable the RDE report properties
 Update custom reports from previous PegaCS versions to use the date options of the
.pxCreateDateTime property instead of the RDE properties.
 Select DesignerStudio > Customer Service > Settings > Application Behavior.
 Click Update to begin editing.
 This setting is saved on the CAApplicationSavings map value rule. If this rule is not in an
open RuleSet, you will be prompted to select an open RuleSet and RuleSet version.
 Uncheck the Populate RDE Report Properties? field.
 Click Check In to save and check in your change.

Configuring Quality Review and Customer Satisfaction
Surveys
This topic describes how to configure the content and scoring rules used to build quality
management reviews and customer satisfaction surveys.
Sections under this topic are:
 Configuring Survey Rules

 Configuring Survey Rating Categories
 Configuring Survey Selection
 Determining Interactions to Survey for Customer Satisfaction
Configuring Survey Rules

PegaCS uses survey rules for both quality management and customer satisfaction survey
processing.
Survey rules determine the scoring criteria and the questions asked in the survey.
To configure a survey rule

 In the Search gadget, type SampleQualitySurvey.
 Click Save As, select the Applies To class, and enter the name of the survey as the
Purpose. Save it to your RuleSet.
 Enter a short description for the survey. This value becomes the name of the survey.
 On the Scoring Levels tab, enter a title name for each scoring level. The titles display to the
user when responding to the survey.
 On the Questions tab, enter information into the fields described in the table below. All
fields are required.

Field Description
Category Enter the name of the category to be evaluated
Question Enter the text question that is displayed to the person responding to the survey
Weight Enter the integer or decimal value that is used as a weighting factor when
calculating the survey score for this category
Level 1- Enter the numeric score for each level that can be selected for the category
5 Scores
 Click Save.
Configuring Survey Rating Categories

You can set rating categories for reviews and surveys that are based on the total survey score
calculated by the system.
Example: A score of less than 2 results in an overall rating of Needs Improvement while a score
greater than 4 results in an overall rating of Exceeds Expectations.
 From the Application Explorer, select PegaCA-Work > Decision > Map Value >
CAGetOverallRating.
 Click SaveAs, enter a Map Name, and save it to your RuleSet.

 On the Matrix tab update the table to include:
− Total Score — enter the evaluation criteria as (<, <=, etc) and total score
− Overall Rating — enter the text you want to associated with the score
− Default — enter the default text; surround the text by quotes
 Click Save.

Configuring Survey Selection
PegaCS enables you to differentiate surveys first by work type (the class name the survey
applies to) and then by decision rules that specify custom criteria.
Example: You want your high-value customers to receive different satisfaction surveys from
those received by standard customers. Entry-level CSRs and experienced CSRs could be
evaluated using two different surveys.
 From the Application Explorer, select PegaCA-Work > Decision > Decision Tree.
 Select one of the following instances and save it to your RuleSet.
− CADetermineQualitySurvey — sample quality review survey
− CADetermineSatisfactionSurvey — sample customer satisfaction survey
 On the Decision tab, enter the decision criteria and the name of the survey you want to
display.
 Click Save.

Determining Interactions to Survey for Customer Satisfaction
You can configure the criteria used to determine which customer interactions initiate customer
satisfaction surveys.
 In the Search gadget, type SatisfactionSurvey. Select the Intent Task instance and save it
to your RuleSet.
 On the Criteria tab:

− Select the Intent Condition
− Indicate whether you want to suggest the process or queue the process when the
condition evaluates to true
− Enter the visual cue you want to associate with the condition from the image catalog that
is displayed when you click the Lookup icon
 Click Save.
Configuration Required to Generate the Customer

Satisfaction Survey
Out of the box (e.g. MyCoCA), the Satisfaction Survey is configured to be generated during the
Wrap-Up Process. There are a number of requirements that have to be met for the survey to be
generated.
 The Wrap-Up flow that is used must be the CAWrapUp flow that’s in PegaAppCA Ruleset.
If the Application stack contains the CPM-PegaNPS Ruleset, the NPS survey defined in that
RuleSet will be used and the Satisfaction Survey will not be generated.
 The SatisfactionSurvey Intent When will only return true when the Customer Value is
Platinum, the Account is Active and the Net Promoter Score chosen in the Wrap-Up flow is
0.
 The Contact has a valid Email Address configured as specified in
pyWorkPage.pyWorkParty(Contact).pyEmail1 and the Outbound Email Account for the
PegaCA-Work-Interaction Work Pool is configured correctly.

Using Contact Security Facilities
The ContactSecurity Library contains functions that verify whether a party is associated with a
particular account or business unit. The Boolean result can be alone or as a condition in other
tests.
The HasAccountRole and HasBusinessUnitRole functions, both call the generic function
PartyHasRole, and use the following input parameters:
 String RoleType — the string being tested, such as 60 (Owner) or 220 (Counsel)
 ClipboardPage PrimaryPage — the page of the work object, such as Primary
 PublicAPI tools — the standard tools available in the Process Commander toolkit
The following examples show how you can use the HasAccountRole and
HasBusinessUnitRole functions to perform party verification.
In a Rule-Obj-When Rule
You can use the contact security functions as a Rule-Obj-When parameter, such as:
From Direct Calls in HTML

You can use the contact security functions via a generic call, such as:
{when
{%pegaappca_contactsecurity.HasAccountRole("60",tools.
getPrimaryPage(),tools)%} }
<p>Contact is the owner.</p>
{/when}
From a Generic Function

You can use the contact security functions via a generic call, such as:
boolean PartyHasRole(String PartyType, StringRoleListProp,

String RoleType, ClipboardPage PrimaryPage, PublicAPI tools)
Using When Rules to Manage Context

PegaCS utilizes When rules to determine the user context for managing interactions. The
following When rules are utilized in the PegaCS Interaction Portal and can be reused in your
site-specific implementation to determine user context.
 CPMIsInInteraction – Used to determine if a user is in an interaction context or not

 CPMInCall – Used to determine if a user is in a phone interaction or not
 CPMInChat – Used to determine if a user is in a chat interaction or not

 CPMInSocial – Used to determine if a user is in a social interaction or not
 CPMInInboundCorr – Used to determine if a user is in an inbound correspondence
interaction or not
 CPMIsGeneralWorkMode – Used to determine if a user is in general work mode or not
 CPMIsInteractionPortal – Used to determine if the current portal is the interaction portal or
not (e.g. alternative is a legacy portal)
Defining Products and Product Types

You use PegaApp-Product and PegaApp-ProductType rule instances to define your products
and product types. You must define new product types before defining new products of that
type.
To define a product type

 From the Application Explorer, select PegaApp- > ProductType. Click Create button.
 Enter a Product Type and click Create.
 Enter a Short Description and the Product Type Description.

 Click Save.

To define a product
 From the Application Explorer, select PegaApp- > Product. Click Create button.
 Select a Product ID and click Create.

 Enter a Short Description and optionally complete the Product Details and History tabs
described in this table.
Field Description
Short Description Required. Short description of the product
Product Details Tab
Product Type Optional. Select the product type
Product Name Optional. The product name
Product Optional. The product description

Description
Product Cost Optional. The product cost
Product List Price Optional. The product list price
History Tab Optional. Description of the product and its usage
 Click Save.

Configuring Page Push
Page Push allows a CSR to push a web page link to a customer during a chat interaction. The
CSR will see a “Send Links” category under the Frequent Sayings dropdown, where they can
select the desired page to push to the customer through the chat session.
The Page Push capability is configured at the end of the Frequent Sayings list under “Send
Links” category in the FrequentSayings navigation rule.
The Frequent Saying navigation rule is updated to include a new category (Send Links) with a
single child.
Use the “Add above”, “Add below”, and other navigation rule configuration controls to add your
own Page Push line items in the navigation rule (save the rule into your RuleSet accordingly).
Click Actions for configuring required parameters:

The Parameters are configured as:
Name Value
chatId .ChannelServicesInteraction.pyChatID
msg "Please click Yes to allow agent to redirect your browser"
pageAddress pxRequestor.pxReqContextURI
pageUrl "/!STANDARD?UserIdentifier=cpmwssuser&Password=aW5zdGFsbA%3D%3D&pyActivity=CPM-
Portal.CPMDisplayWSS&Stream=Accountdetails"
The default pageURL is the AccountDetails page of the sample web self-service portal. This should be
changed to reflect the desired page you wish to push to customers. When adding new Page Push
lines, ensure the corresponding pageURL’s are added accordingly.

Chapter 8: Configuring and Using PegaCS
on Mobile Devices
PegaCS provides a touch-friendly portal so users may access PegaCS features and serve
customers from mobile devices. This chapter describes the functionality provided and how you
may configure and use it.
The following topics are covered:
 Features and Capabilities

 Differences Between Mobile and Desktop Portals
 Building a Responsive UI
 Rule Specialization for Mobile
 Mobile Interaction Class and Driver

Features and Capabilities
PegaCS provides a portal and user experience optimized for use on mobile devices (tablets).
The mobile portal may be used for in-person customer service interactions or to assist other
users with customer-service cases. For example, a service professional or representative may
serve a customer at a branch or in the customer’s home. A supervisor may assist other
customer-service professionals in a contact center using a tablet computer. The PegaCS mobile
portal provides the following capabilities.
Touch-friendly mobile user experience: PegaCS Mobile provides a user-experience

optimized for mobile devices. The mobile portal may be presented to users automatically when
PegaCS is accessed from a mobile device. PegaCS’s user interface (UI) is responsive to screen
size and information is presented in a UI optimized for tablet computers. UI navigation has been
optimized for mobile devices and leverages touch-friendly controls.
Mobile application: Applications built using PegaCS Mobile may be packaged into a hybrid
mobile application for iOS and Android devices using Pega 7 mobile technology.

Dashboard: A mobile dashboard provides access to key performance indicators, charts and
gadgets such as messages.

Work baskets and Work Lists: Users can retrieve and process work from their work lists. They
may also access work from work baskets.

Customer Interaction Management: The mobile portal provides access to PegaCS
interactions to enable users to serve customers from mobile devices, leveraging common
PegaCS capabilities. Mobile interactions are logged as part of the customer’s interaction history.

Access Customer Information PegaCS mobile leverages PegaCS composites so service
personnel can review and use customer and account information from mobile devices.

Service Cases: PegaCS service cases may be executed in the mobile portal, enabling
consistent customer service regardless of the device used.
Suggested Tasks: The PegaCS mobile application includes an interaction driver specialized for
mobile interactions. Service processes may be suggested to service professionals, enabling a
consistent service experience across devices.

Differences between mobile and desktop portals
PegaCS mobile provides access to much of the same capabilities that are available on PegaCS
user desktops. However, various elements have been optimized for the use cases typically
encountered on mobile devices. The following are some key differences between PegaCS
mobile and the PegaCS interaction portal.
Hamburger menu : In order to provide a touch-friendly navigation experience, various items

that are presented in separate tabs on the desktop are accessed from a hamburger menu. This
includes the dashboard, workbaskets and work lists and interactions in progress.
Service Processes and Suggestions: Service processes, suggested service processes and
offers are presented at the top of the interaction area. The current service process is shown in
blue with a star icon. Completed service processes are shown in blue with a check icon. Offers
and suggestions are shown in gray.
No customer validation: Customer validation is not included in the default interaction flow.
Dialog and Coaching tips: Dialog and coaching are not enabled for mobile interactions, as
these are typically in-person interactions.
Quick Wrap-up: Mobile interactions do not include an explicit wrap-up stage. The interaction
may be closed quickly using the Close button. Any service-cases that are open as part of the
interaction will remain assigned to the user and may be accessed from his or her work list.
Chat and CTI support: Telephony integration (PegaCALL) and web chat (PegaCHAT)
integration are not available on mobile devices.
Building a Responsive UI
PegaCS Mobile uses responsive UI design techniques to ensure that UI elements and screens
are rendered appropriately on mobile devices. While developing UI for composites and service
processes, you should leverage Pega 7 layouts and the application skin to ensure that screens
are rendered appropriately on the smaller screen sizes typical of mobile devices. Where
required, UI elements may also be specifically adapted for mobile devices using rule-
specialization techniques such as circumstancing, as described in the next section.

Rule Specialization for mobile
Rules for PegaCS mobile are included as part of the same RuleSets and application used for
the PegaCS user desktop. PegaCS mobile uses the same portal and application skin rules as
the PegaCS application.
Rules are specialized, when required, to provide a more touch-friendly experience. Rules that
are part of the PegaCS portal (apply to CPM-Portal) and those that apply to PegaCS work
classes (e.g. PegaCA-Work) are specialized by circumstancing, as described below. Rules that
are part of the interaction class (e.g. PegaCA-Work-Interaction) are specialized by class – by
creating a specialized in the Interaction-Mobile subclass (example: PegaCA-Work-Interaction-
Mobile) class.
Rule Circumstancing using CPMPortalType: PegaCS uses the circumstance template

CPMPortalType to determine when the PegaCS interaction portal is being accessed from a
mobile device. Various UI rules (in class CPM-Portal) are circumstanced to specialize them for
mobile devices – i.e. when CPMPortalType = CPMInteractionMobilePortal. For example, the
New work menu (CPMInteractionPortalMenu navigation rule) has been circumstanced so that
only mobile interactions may be created using the New menu.
Mobile Interaction Portal Harness: The CPMInteractionPortal harness has been

circumstanced to provide touch-friendly portal behavior. Note that the harness includes various
sections that are similarly circumstanced.
Note: When reviewing the harness and related UI rules, note that DesignerStudio displays the base
version of each included rule rather than the one circumstanced for use on mobile devices. To review
the circumstanced version of a rule, select View Versions from the Actions menu and select the
circumstanced version. At run time, the circumstanced versions will be rendered.
Hamburger Menu : The circumstanced version of the CPMInteractionPortal harness uses a

HeaderLeft screen layout. In the application skin, this layout includes a responsive breakpoint
for the left sidebar so it is presented as a hamburger menu at screen sizes typical of mobile
devices.

Mobile Dashboard: The CPMDashboard section and associated sections have been
circumstanced to ensure that they render appropriately on mobile devices. The dashboard uses
two charts (rather than three on the desktop portal) to ensure that content fits at lower screen
sizes. In addition, the user’s work list and workbaskets are not displayed on the dashboard; they
are displayed on a separate screen accessed from the hamburger menu.

Mobile Interaction Class and Interaction Driver
Interactions performed on mobile devices use the interaction class PegaCA-Work-Interaction-
Mobile. Various rules related to interaction management have been specialized in this class.
You should ensure that your mobile interaction class inherits from PegaCA-Work-Interaction-
Mobile.
The mobile interaction class includes an Interaction Driver rule specialized for mobile. By
default, dialog and coaching tips are turned off for mobile interactions. Quick wrap up has been
enabled.
The mobile interaction class includes a version of the AppVerifyContact flow that does not
require verification of the Contact.
Note: Intent Task rules include a checkbox Show in List of Available Mobile Tasks?. This checkbox is
no longer used – the mobile interaction driver does not filter intent tasks (suggested tasks) based on
this checkbox.

Chapter 9: Setting Up Communications
This chapter describes the configuration requirements for PegaCS communication functions.
Topics are:
 Correspondence Templates
 Setting up Correspondence Verification
 Setting Up Inbound Email
 Configuring SMS Notifications
 Setting Up Print and Outbound Fax Capabilities
 Configuring Telephony Integration
 Configuring Expert Assist

Correspondence Templates
PegaCS comes with both correspondence templates and fragments. PegaCS includes the
following templates that provide starting points from which you can build your own
correspondence rules.
Class Name / Correspondence Type Label/Description

Rule
PegaCA-Work
CAEMailType Email Confirmation email for address change.
CAMailAccAddressChangeToOldAddr Mail Address change template for the old Address
ResolutionSample Email Sample resolution e-mail template
CATemplateCorr Mail Template for mail correspondence
CATemplateCorr Email Template for e-mail correspondence
CAMailAccountAddressChange Mail Address change template for new address
CPMSMSMessage PhoneTe Address change template for an SMS

xt
PegaCA-Work-AddressChange
CAEmailAddressChange Email Address change correspondence for email

notification
CASmsAddressChange PhoneText Phone Address change correspondence for SMS

Text notification
(SMS)
CPMSMSMessage PhoneTe Address change correspondence for SMS

xt (SMS) notification (second example for SMS)
PegaCA-Work-Correspondence
CAMailType Mail Confirmation letter for address change
AcknowledgeSample Email Sample acknowledgement e-mail template
PegaCA-Work-MaterialFulfillment
CAEmailMaterialFulfillment Email Materials fulfillment correspondence template

for an Email
CAMaterialFulfillmentCorr Mail Materials fulfillment correspondence for a letter
CAMaterialFulfillmentCorr Email Materials fulfillment correspondence for an

Email

Class Name / Correspondence Type Label/Description
Rule
CASmsMaterialFullfillment Phone Materials fulfillment correspondence for SMS

Text notification
(SMS)
PegaCA-Work-Opportunity
PremSvcPlanMail Mail Premium service plan offer for a letter
PremSvcPlanEmail Email Premium service plan offer for an Email
PegaCA-Work-QualityReview
CAReviewSummary Email Quality review summary
PegaCA-Work-SatSurvey
SatisfactionSurvey Email Survey for customer
PegaCA-Work-
UpdateContactAddress
CASmsUpdateContactAddress Phone Update contact correspondence for SMS

Text notification
(SMS)
CAEmailUpdateContactAddress Email Update contact correspondence for email

notification
AppAccountAddressChange Phone Update contact address correspondence for

Text SMS notification
(SMS)
PegaCA-Work-
UpdateContactCommOption
CAEmailUpdateContCommOption Email Update contact comm options correspondence

email notification
CASmsUpdateContCommOption Phone Update contact communication options

Text correspondence for SMS notification
(SMS)
PegaCA-Work-UpdateContactName
CAEmailUpdateContactName Email Update contact name correspondence for email

notification
CASmsUpdateContactName Phone Update contact name correspondence for SMS

Text notification
(SMS)

Setting Up Correspondence Verification
PegaCS allows you to set up correspondence rules so that each piece of correspondence
routes to a worklist for verification before it can be sent to its recipient.
Verification is enabled by selecting a value on the correspondence rule. For information about
verification options and how this feature works with activities that send correspondence, see the
online Help and the PDN article How to enable verification in correspondence rules.
Setting Up Inbound Email

You can configure PegaCS to create correspondence cases from inbound email messages and
to respond to customer inquiries via outbound email. To do this you need to:
 Set up an email listener

 Create an email account
Setting Up an Email Listener

The email listener uses the email server to periodically poll for new inbound email messages,
and if found, direct messages appropriately for your application.
 Select DesignerStudio > Integration > Email > Email Listeners.

 Click New to create a new instance. Enter the desired Email Listener name —for example:
PegaCSListener.
 Click Create to display the input form.

 Complete the fields on the Properties tab. See online Help for detailed information about
field content and options.
You can use the standard EmailDefault service package shipped with PegaCS, which specifies
an Access Group that includes the appropriate RuleSets to function properly. If you choose to
use a different service package, make sure its access groups include PegaCS RuleSets.
You should specify the default Service Method that ships with PegaCS called
AddWorkItemForEmail. This method will automatically create Inbound Correspondence cases
for inbound email.
 Click Save.
 Create additional listeners for each account being monitored.

Creating an Email Account
 Create an email account to use for sending and receiving email.
 To create email accounts select DesignerStudio > Integration > Email Accounts to
display the email landing page. The page has gadgets that you can use to create, edit, and
view outbound and inbound email settings. See the online Help for more information about
these rules and settings.
 Click New to create a new email account or edit the existing rule for PegaCA-Work.
 Click the Select Email Provider option to automatically populate relevant fields in the
Sender and Receiver property sections.
Note: In the example below, Google™ gmail is used as the email provider.
 Enter the remaining fields with your specific email account information.
 Click Test Connectivity to ensure successful email host connectivity.

 Click Save.

Configuring SMS Notifications
CSRs can set customer notification preferences including SMS, Mail, and Phone through the
Update Contact Name and Profile service process.
In PegaCS, Short Message Service (SMS) notifications use outbound email services and
leverage a carrier’s SMS domain name appended to the customer’s mobile phone number.
PegaCS supports several major US carriers out-of-the-box. Those carriers are configured in the
Prompt Values section of the PegaApp-Interface.Carrier property rule. You can configure and
add others to this rule.
A sample Data Transform rule called pyDefault is configured in the Data-Corr-PhoneText

RuleSet of the MyCoCA application that contains the email configuration settings required for
the SMS feature. An empty (non-configured) data transform rule has also been provided in the
PegaAppCA RuleSet for your site specific implementation.

SMS notifications use the correspondence templates and samples that have been created for
several MyCoCA application service processes. These are listed in the Correspondence
Template table at the beginning of this chapter with a Type value of SMS.
You can add SMS notifications to other service processes by modifying the flow and adding or
editing a notification step.

Configuring Telephony Integration
PegaCALL™ provides Computer Telephony Integration (CTI) for PegaCS. It provides screen
pops with data from the telephony infrastructure and a telephony toolbar with call control and
agent state management capabilities. To learn more about these capabilities and to configure
PegaCALL™, see the PegaCALL™ Configuration and Operations Guide for your CTI platform.
Configuring Behavior when a Call Arrives (Call Treatment)

PegaCALL allows you to configure what happens when a call arrives at a user’s desktop. The
behavior is determined by the OFFERING Call Treatment rule. A call can trigger one of the
following, depending on the configuration:
 Screen Pop – A popup notification displays information about the incoming call – for
example, a customer’s name, phone number and the reason for the call as determined by
the telephony system. This may be presented as an inline “toaster” popup or in a separate
window. An Accept button is provided on the popup window; when the user clicks the button
a PegaCS call interaction is started.
 Start Interaction (also known as Auto-Accept) – A call interaction is started automatically. No
screen pop window is displayed.
 No Action – No interaction or screen pop is triggered.
If you choose Screen Pop or Start Interaction, you can also specify a timeout interval and
disposition. If the interaction is not started within the timeout interval, the specified timeout
disposition will be applied.
In addition, you can configure PegaCALL to answer the call on behalf of the user. If you use this
option, you must ensure that your telephony environment is not configured to answer calls.
Call Treatment rules can be accessed from the Call Treatment tab on the PegaCALL
administration landing page (Select DesignerStudio > Channel Services > PegaCALL >
Administration and Configuration). The OFFERING Call Treatment rule can be
circumstanced based on the pyCallType property to specify different behavior depending on

the type of call — for example using pyCallType=CONSULT for consultation and transferred
calls.
Save a copy of the OFFERING call treatment rules to your RuleSet and modify them to suit your
needs.
Note that the PegaCALL service packages must be configured to include access your RuleSet.
For additional information, see the PegaCALL™ Configuration and Operations Guide for your
CTI platform.
Configuring the Screen Pop User Experience

You can configure the call treatment rules to trigger a screen pop on the user’s desktop when a
call arrives. You may modify the user interface and data elements that display in the popup
notification. The user interface for the screen pop for both incoming and transferred calls is
configured in the PegaCA-CTI-Call.Offering section rule. You should customize the included
section PegaCSToasterContent to suit your needs.
You may specify a timeout interval and disposition in the call treatment rule. If the timeout
interval passes and the user has not clicked the Accept button to start the interaction, the new
call will be processed according to the specific timeout disposition – Start Interaction
processing, Close the popup or Take No Action.
Note: Focus on window is not applicable to “toaster pops” used in the interaction portal.
Configuring Auto-Accept (Start Interaction)

You can configure the call treatment rules to automatically start a call interaction when a call
arrives. For transferred calls, if an interaction was transferred with the call, the transferred
interaction is re-opened.
You can limit the number of call interactions that can be opened on a user’s desktop, by setting
the property CPMAutoAcceptOpenMax in the ChannelServices-Interaction-
Call.CPMAutoAcceptOpenMaxConfig Data Transform instance. A value of zero means no
limit applies.
If the user already has the maximum number of call interactions open, processing for the new
call will be delayed until the user wraps up one or more interactions he or she is already
processing. Once a prior interaction is completed, a call interaction is initiated for the new call.
You can also specify a timeout interval and disposition in the call treatment rule. If the timeout
interval passes and the user still have the maximum call interactions open, the new call will be
processed according to the specific timeout disposition – Start Interaction or Take No Action.

If you require more complex criteria for determining if an interaction can be started, you can
modify the ChannelServices-Interaction-Call.canStart Activity.
Transferring a Call with the Associated Interaction (Voice and Data

Transfer)
PegaCS, when used with PegaCALL, provides the user the ability to transfer a call to another
PegaCS user along with the associated interaction. Service cases associated with the
interaction are also transferred. Both users must use the same type of portal and navigation
method in order to use this capability. Transfer capabilities can be accessed from the telephony
toolbar.
Both warm and blind transfers are supported. For warm transfers, the receiving party receives a
consultation call and can review the interaction or service process in a Review harness during
the consultation call.
Configuring Voice and Data Transfer

Before you configure and use voice and data transfer, PegaCALL must be installed, configured,
and connected to a CTI platform that supports adding call data elements to a call upon transfer.
Configuration tasks for voice and data transfer include:
 Enabling the Transfer tool

 Enabling the Accept Button on the Review Harness
 Modifying Transfer Reasons
 Setting the Call Transfer Timing Parameter
Enabling the Transfer tool

If you use the telephony toolbar, users can access voice and data transfer capabilities from the
toolbar. You do not need to perform this step.
If your environment uses stateless telephony control, you may add a button or link within the
interaction and invoke the flow action PegaCA-Work • CPMTransferCallModal to invoke voice
and data transfer.
Enabling the Accept button on the Review harness

For warm transfers, the receiving party can view the interaction or service process in a Review
harness during the consultation call. When the call transfer is complete, an Accept button is

enabled on the harness and the user can click the button to open and continue processing the
interaction and related service cases.
The Review harness provided in PegaCA-Work and PegaCA-Work-Interaction include the

Accept button. If you have customized the Review harness in PegaCA-Work-Interaction, you
should ensure that the PegaCA-Work.CPMWarmTransferAcceptButton section is included in
your custom harness.
In addition, if you use Classic navigation and have customized the Review harness for a service
process, you should ensure that it includes the PegaCA-
Work.CPMWarmTransferAcceptButton section.
Modifying Transfer Reasons

When transferring a call with its associated interaction, a user can select a reason for the
transfer. The reasons are listed in the property PegaCA-CTI-Call.TransferCallReason. Save
the property to your RuleSet and modify the table values to suit your needs.
Setting a Time Limit for Voice and Data Transfers

Under normal circumstances, interactions should not remain in the transfer workbasket for long.
You can configure a time limit beyond which work-objects in the transfer workbasket are moved
back to the user who initiated the transfer. The PegaCS default time is set to 15 minutes in an
activity rule.
To set transfer timing parameters

From the Application Explorer, select PegaCA-Work > Technical > Activity >
CACTIReassignToTransferor. Save it to your RuleSet.

Expand Step 1 and update the PropertiesValue for the param.TimeDiff2 property. The last 2
parameters of @addToDate value represent minutes and seconds respectively. You should
update these to reflect the desired transfer time in minutes and seconds. These should be
entered as negative integers.
Click Save.
This activity is executed periodically by the Agent ReassignToTransferor which is included in
the PegaAppCA Agents rule, and should be enabled. If you modify the activity in your custom
RuleSet, you should ensure that the service package used by that rule can access your
RuleSet.
Configuring Transfer Data

PegaCS saves several properties on the call object before a call is transferred. This allows for a
smoother transition to the receiving department or party. The caller’s identity (ContactID) and
verification status (Verified) are set. In addition, the reason for the transfer
(pyTransferReason), comments (pyTransferComment), and account information
(AccountNumber) are saved if an interaction is being transferred with the call as described in
the previous section.
You can add or change the data that gets saved before a transfer by modifying the
pyAppTransferCallData Data Transform rule where the Applies To class is your call class –
for example, PegaCA-CTI-Call. If you use voice-data transfer, you should ensure that the
PegaCS interaction ID is saved in the pyAppInteractionID property.

Configuring Expert Assist
ExpertAssist enables PegaCS users to request assistance from an expert during an interaction
or service process by initiating a collaboration session with an available expert using Microsoft
Lync® 2010. When a user requests expert assistance, PegaCS will determine the skills needed
at the current point in the interaction, find a list of available experts that have that skill and
present the user a list of experts and their current presence in MS Lync.
Once an Expert Assist session has been initiated, the full set of Lync® features available in the
Lync® client are available to the user – including IM, Audio, Screen Sharing, Video and File
Sharing if those features are normally part of the user’s Lync® options.
This implementation depends on several components to function.
 Microsoft Lync® is an enterprise platform for Unified Communications. In order to use

ExpertAssist, the user must already have a Lync® 2010 client installed and active on their
desktop. ExpertAssist depends on the Lync® client SDK to be available to function and the user
must already be signed in.
 Microsoft Silverlight® plugin must be installed in the user’s browser. ExpertAssist depends on a
Silverlight® control to interact with the Microsoft Lync® client SDK.
 The PegaCS server URL must be listed as a ‘trusted’ site in the user’s browser.
 The PRPC/ PegaCS Operator along with his/her supervisor should have a valid email ID
(recognized by Lync®) configured in the Operator ID Rule Form.
Using Expert Assist Features

The following is a sample scenario for the Expert Assist feature:
 Login as a user whose application includes the CPM-ExpertAssist:07-14 and PegaFW-Lync:07-

14 RuleSets.
 At any flow action, the user should see the “Help” button in the header of the flow action.

 Selecting this provides the Help window, displaying suggested content (if configured) and the
Expert Assist section. The application will display the user’s Supervisor (as defined in the
operator record) and list of Experts who skills match the skills required for the current process
and will display their current status in Lync®.
 Clicking on any expert will enable the Lync® control and allows the user to start a Lync® session
through IM, or any other available feature (Audio, Video) if those features are enabled in the
user’s Lync® client.

 Selecting an option from the Lync® control will open a Lync® client window for the PegaCS user
with the appropriate feature (IM, etc).
 The expert and the PegaCS user can communicate normally using Lync®. The expert does not
need to be signed into PegaCS.
Tips for Conducting an Expert Assist Session

 Make sure experts are set up in PRPC and assigned the appropriate skills in their operator
profile. They do not need to be a PegaCS user or active in PegaCS to receive Expert Assist
requests.
 Set up Expert Skills in a few key workflows in PegaCS. Start with the out of the box skills and
use one per flow action to make initial testing simpler.
 Verify your PRPC users have skills that match the Expert Skills set up in PegaCS.
 Make sure the PegaCS application server URL is a trusted site in the user’s browser.
Enabling PegaCS ExpertAssist with Lync®

The RuleSets required to enable ExpertAssist with Lync® have been bundled with the MyCoCA
application RuleSets. Use the following procedure to update your custom PegaCS application.
This procedure assumes you have successfully installed and tested PegaCS 7.1.4. Refer to the
PegaCS installation documentation available on the Pega Discovery Network (PDN).
Update Custom PegaCS Application

Add the CPM-ExpertAssist:07-14 and PegaFW-Lync:07-14 RuleSets to your custom PegaCS
application. They should be placed above the CustomerService:07-14 RuleSets, but below your
custom RuleSets.

Configure Operator Skills & Preferences
Configure operator skills and resave the operator record.
You must add appropriate skill sets to the operator records in Pega 7 in order for ExpertAssist to
locate appropriate experts. Do this by updating the skills on the Pega 7 operator records.
Note: Even if the operators already have the appropriate skills configured, you may need to open and
save the operator records on a new ExpertAssist installation to ensure that the system creates Index-
Operator-Skills instances in the database.
Configure PegaCS Expert Skills

In order for PegaCS to locate an expert needed for assistance during an interaction or service
process, it uses skills defined in Operator profiles and compares them with skills defined at any
particular point in a process.
Log into CPM as a user that has the Rule-Access-Privilege-.CPMAccessExpertAssist (such as

CASysAdmin or CAManager). Click on the Configuration Tools option from the Tools menu
on any flow action in a service process. Select this option to see the Configuration Tools
screen and select the tab labeled Expert Skills.
Note: In order to see the Expert Skills tab, you must have the Rule-Access-Privilege-
.AssignExpertSkills defined in one of the Roles for your Access Group.
Add the skills needed for a user to qualify as an ‘Expert’ for this step in the current process. If
you add multiple skills, they work on a “AND” conditional.

Chapter 10: Social Engagement
Social Engagement capabilities empower service teams to deliver amazing customer

experiences with social tools built right into Pega Customer Service.
 Listen: Through Social listening, teams can set up connectors to monitor social media
channels like Twitter and Facebook for specific keywords and/or social handles. Noise is
automatically filtered out to present only the relevant social conversations.
 Analyze: Social Analysis guides agents by revealing sentiment, topics, categories, threaded
conversations, and influencers using advanced natural language processing.
 Act: Teams can act on social conversations by replying in-line to tweets and posts, creating
cases based on social interactions, and use social data, like sentiment and Klout score, to
trigger workflow and handling.
Current Implementation Architecture

The PegaCS Social Engagment stack is integrated with the Pega Text Analytics Engine via
RESTful APIs. The text analytics engine is deployed on AWS cloud and is multi-tenant capable.
The engine’s database in the cloud stores annotated social conversations (tweets, etc.), and
may contain a key to Pega data (Customer ID, Case ID only). No other identifying information is
stored on the cloud.
Configuration needed for PegaCS Social Engagement Solution on the text analytics engine is
done using Pega 7 landing pages. Some advanced configuration, if at all needed, can be done
directly on the Pega Text Analytics Engine Workbench.
CPM Social Engagement Architecture

Note: The text analytics engine runs in Java. It can be deployed on premise if needed. Pega 7 would
still depend on RESTful connectors to communicate with it.
Note: Prior to configuring PegaCS 7.1.4 for Social Engagement, you must obtain API tokens to the
cloud implementation of Pega Text Analytics Engine by sending an email request to
pegatextanalytics@pega.com.
Configuration Steps at a glance

Install and configure PegaCS 7.1.4
Request and obtain API tokens to access Pega Text Analytics Engine
In Designer Studio, map Pega Text Analytics Engine API token values in SocialSettings RuleSet
Create a new social project from the Social Landing page
Create/Register new apps with Twitter, Facebook, and YouTube using corresponding accounts
Create at least one connector under the project you created in Step #5 (example: Twitter
Streaming Connector to stream tweets from the timelines of the Twitter account you would like
to monitor). Start the Connector(s).
OPTIONAL: Setup Topics and Taxonomy
Launch the Interaction Portal from designer studio. Navigate to Social screen from the left
navigation in the interaction portal.
Create a new social queue. Make sure to select the project you created in step #5 as the project
filter. Select other filters as necessary.
Send a few test tweets mentioning the Twitter handle you have chosen to monitor. Create test
posts/comments on Facebook/YouTube as necessary.
You should see your test tweets appear on the social queue
To authorize response oauth client, select preferences from the profile drop down in the
interaction portal. Select Twitter under authorization. Next to the oauth client label, make sure
“TwitterOAuthClient” is selected from the smart dropdown. Click on authorize. Make sure you
login to the Twitter account you want to use for responding to the incoming Tweets. This is
usually the same Twitter account that you have chosen to monitor.
Each of these steps is illustrated in detail in the subsequent sections.

Configuring Connection to the Pega Text Analytics Engine
From the Pega 7 Designer Studio, checkout the SocialSettings mapvalue, found under
PegaFW-Admin-SocialSettings, to enter the following values.
CPM Social Settings
Mapping Pega Text Analytics Engine API Token values

 Obtain the server URL from the Pega Text Analytics admin. Enter the URL in
“MLServerURL” field.
 Enter or replace “ML_APIId” and “ML_APIkey” with the values sent to you by the Pega Text
Analytics admin
 Do not change “ML_RowCount” value
Save the changes. This completes the settings for communicating with the Pega Text Analytics
Engine.
Social Settings on Pega 7 landing page

Before you can start using the PegaCS Social Engagement capabilities, you would need to
configure a few more items in Pega 7. Here are the key concepts associated with these
configurations.
Projects: A project is a logical container that holds the social conversations that are harvested.
A project also holds associated connectors, topics, and taxonomy. Project parameters control
several aspects of the linguistic processing and sentiment analysis. You can create as many
projects as you would like.
Pega Text Analytics Configuration Items
PROJECT
CONNECTORS TOPICS TAXONOMIES

(Optional) (Optional)
Connectors: The Pega Text Analytics Engine has built-in connectors to various web and social
channels. These connectors make use of public APIs of the social channels.
For PegaCS 7.1.4, you can configure the following three connectors:
 Twitter Streaming
 Facebook Page Search and
 YouTube Video Comment Search
Connectors harvest data based on the configured keywords (search parameters). Specifying the
right keywords requires a little bit of thought into it. A poorly defined keyword set could either
fetch irrelevant conversations or block important conversations. The following tips might help
you identify the right keywords:
 Consider your brand name or product name

 Consider various ways you brand is spelled or misspelled.

 Consider including all the different ways your customers recall or mention your brand in
social media.
 Relevant Twitter handles
Topics: This is a unique set of keywords about a company, brand, department, organization,
line of business, or subject that is of interest to you. Topics are ideal for filtering the harvested
data. For example, a retail bank could set up topics such as “Address Change”, “Checking
Account”, “Credit Card” etc.
Taxonomy: Taxonomy is a hierarchical or poly-hierarchical listing of topics or subject

categories. Think of it as a tree structure, with each leaf or category defining a topic or subject.
Taxonomy is useful in categorizing large collection of content, in this case social conversations,
into useful subjects or topics. Each category has Boolean rule definition associated in the form
should, and, must words for the rules-based categorizer.
Pega Text Analytics engine makes use of taxonomy for spam filtering. A special category can
be defined in taxonomy to define spam-filtering rules.
Note: In PegaCS 7.1.4, taxonomies are developed and edited in Microsoft Excel. There is a specific
format in which the taxonomy has to be defined. A template is available for download from the
taxonomy tab of the landing page.
Access Social Engagement Landing Page

Access the Pega 7 system, http://hostname:port/prweb/PRServlet
Login with provided credentials
Click on DesignerStudio and then select Social Engagement > Projects
You are navigated to the Social Engagement Landing Page

Manage Projects
To add a new project, click the add icon on the Projects tab of the landing page.
 Get Klout Scores: Ensure this option is checked to harvest Klout scores for all Twitter users.
You will also need to enter Klout API Key. If you have not registered with Klout for API
access, you can do so by following instructions at:
http://developer.klout.com/member/register
 Detect and Remove Spam: Check this box only if you want the spam filters defined in the
associated taxonomy needs to be used
Add Project

Manage Connectors to Social Channels
To add a new connector, click the add icon on the Connectors tab of the landing page.
Make sure you have selected the project under which you want the connector created.
Twitter and Facebook connectors should be configured with their own application API tokens.
Twitter Connector:
Twitter connector can be a search type or streaming type.
The streaming type connector streams the tweets matching the search string in real-time from
the timeline you choose.
The search type connector fetches usually tweets from the past week. It’s important to know
that the Search connector is focused on relevance and not completeness. This means that
some Tweets and users may be missing from search results.

Twitter Connector
How to register apps for API tokens? See Appendix for step-by-step guide.
You can also follow these links to directly jump to creating new apps.
Twitter: https://apps.twitter.com
Facebook: https://developers.facebook.com/docs/web/tutorials/scrumptious/register-facebook-
application

YouTube: No need to register an app
Facebook Connector:
PegaCS 7.1.4 is compliant with Facebook Graph API v2.x. A Facebook app is needed to
configure the Facebook connector.

In the past, if you ever created a Facebook app, there was no approval process. But now, new custom
Facebook Apps are required to go through a lightweight approval process. Facebook can take 7-14
days to approve your app. So, please plan your implementation project to account for this approval
process. You can learn more about the Facebook App approval process here:
https://developers.facebook.com/docs/opengraph/submission-process
If you are a Pega solutions consultant and are setting up your system for a demo or PoC, please send
an email to pegatextanalytics@pega.com requesting a test Facebook app. The PegaCS Social
Engagement Team already has created a custom Facebook app for demo and test purposes that has
been approved by Facebook. You will receive your Facebook App ID and Secret in the email.
Harvesting and responding to Facebook posts, including messages, replies, and private
messages from/to multiple pages is supported in PegaCS 7.1.4. In addition to the Facebook app
ID and Secret, you will need Facebook page access tokens for harvesting private messages
sent to your Facebook page.
Where to find Facebook Page Access Token(s)?
Open ”SampleFBDefinition” record in the designer studio. You need to complete the
authorization step in step #3 described later in the guide under “Authorizing Facebook
Response oauth client”. Copy the page access token for the page you would like to set up the
connector.

Facebook Authorization Resource Instance

YouTube Connector
Manage Topics
To add a new Topic, click the add icon on the Topics tab of the landing page. Make sure
you have selected the project under which you want the Topic created.

Customer Service Interaction Portal for Social Engagement
Follow the steps to open Social engagement customer portal
From application home page, select Launch > CPM 7 Interaction Portal
You are directed to Customer Service interaction portal window. Select Social from the left
navigation panel.

Redesigned Social Page
The social engagement page has been redesigned to provide superior user experience to the
CSRs.
Managing Social Queues

Follow the steps to add a new social queue, on the Social Interaction Portal
Click on icon located next to Social Queues in the right navigation panel.
To create a new queue, click Add.
The Create a queue dialog box opens, it has three tabs.

General tab: Specify the queue name (required), project from which harvested social messages
are to be shown in the queue (required), date range (optional), specific social network sources
(optional – if left blank, conversations from all sources are presented in the queue) and
workgroup or groups that can access the queue.

A queue can be made active or inactive by checking or unchecking the Make queue active box.
An inactive queue will not be displayed to the user on the right navigation.
Conditions Tab: In this tab, capture all the conditions you would like to apply on the social
conversations. Think of conditions as filter criteria you can apply on harvested social
conversations. Only those social conversations that match the specified conditions will be
shown in the queue.

Actions Tab: On the actions tab, you can direct the system to create cases automatically for
social conversations that match the conditions defined in the Conditions tab. Cases created
automatically can be assigned to an operator’s worklist or workbasket.
Case Queues provide the ability to create cases automatically for incoming social messages if certain
pre-defined conditions are met. A case created automatically can be configured to be assigned to an
operator’s worklist or to a workbasket.

Working Social Triage Queue
Social queue provides a list of incoming social conversations that match the filter criteria in the
queue definition.
The following are the key visual indicators for the CSR to triage and act on each message.
Traige Queue Name

Conditions applied to the queue
Additional Filter and Sort By Options
Detected Sentiment Icon
Source Icon (Twitter, Facebook etc.) and Customer Value
Customer Name (if customer is a known or identified customer). Screen Name if customer is
unidentified
Customer Social History: Opens a pane providing previous Tweets, Facebook posts by the
customer
Influence Score (Klout Score)
Response Icon: When clicked opens the response pane as shown above
Retweet or Like
More options: Provides menu options to Start an Interaction, Escalate, or Mark as “No
Response Required”, Spam, Junk, and Already Resolved.
Reply As: Provides a drop down to choose a Twitter accounts to be used for response
Option to choose from pre-formatted responses

Checked automatically if incoming message is Private or Direct
Knowledge Search (Works only if KM is enabled, configured, and has stored relevant content)
Response area
Enabling Operators to Respond to Social Messages
Configuring the System to Respond to Tweets

The solution provides capability to configure the system to respond from multiple Twitter
handles. The Social Admin can map incoming Twitter handles to Outgoing Twitter handles.
For example tweets mentioning @handleA can be set up to respond as either @handleA or
@handleB (assuming @handleA and @handleB are owned by your organization). This
mapping can be set up by navigating to Twitter Handle Mappings from Data in Pega 7 Designer
Studio.
Getting to Twitter Handle Mappings

Configuring Incoming and Outgoing Twitter Handles
TweetDeck Configurations
In order to enable your team of operators respond on behalf of your organization using official
service handles, our solution relies on capabilities provided by TweetDeck, a service provided
by Twitter. TweetDeck Teams is a simple solution to Twitter account sharing. It enables you to
delegate access to as many people as you like, and remove accounts when they no longer
need access. In order to use this new feature, you must log in to https://tweetdeck.twitter.com
with your corporate Twitter account. If you are not familiar with TweetDeck, we encourage you
to familiarize yourself with its concepts and features. A complete description of TweetDeck’s
capabilities is beyond the scope of this guide.

TweetDeck
For more information on how to setup Tweetdeck for teams, please look up this blog:
https://blog.twitter.com/2015/introducing-tweetdeck-teams
Configuring TwitterOauthClient in Pega Designer Studio

The Twitter “API key” and “API Secret” of the twitter app that is used to respond to the
customer tweets need to be copied to the default “TwitterOauthClient” instance. Copy and
paste these values from the Twitter App to the TwitterOauthClient record in Pega designer
studio.

Twitter App
TwitterOauthClient

Authorizing the Operator for Twitter Response from
Interaction Portal
 To authorize response oauth client, select Preferences from the profile drop down in the
interaction portal.
 Select Twitter under authorization. Next to the oauth client label, make sure
“TwitterOAuthClient” is selected from the smart dropdown.
 Click Authorize. Each operator/CSR uses his/her own Twitter account credentials to
authorize the app. Make sure the CSR Twitter account is added as a contributor in
TweetDeck for your handles.

 You will need Read/Write/Access to Direct Messages Permission on your Twitter app in
order to respond from within CPM to incoming Tweets. (Twitter will require mobile number
be associated with the Twitter account for application permissions other than Read Only.)

Authorizing Facebook Response oauth Client
By logging into the Facebook account that owns the Facebook page you wish to monitor,
make sure that the page URL you configured in the connector-landing page is correct.
Facebook URL should match with what is configured in the connector
From your Facebook App page, navigate to Settings > Basic tab. You should see the
configurations similar to the screenshot below.
Facebook App Settings

Update the Facebook Authorization resource ”SampleFBDefinition” with the application ID and
Secret obtained from the Facebook App Page.
Click the Authorize button. The system will automatically fetch the access tokens and page
access tokens for all pages your Facebook for business account has claimed ownership.
Facebook Authorization Resource Instance
Note: If you create a new data instance for FB authorization, please mention the same in the
“SetSocialSettings” Data transform.
Authorization your desktop for responding to Facebook conversations via the desktop
preferences in the CPM Interaction Portal

Facebook Authorization From Desktop Preferences

Configuring Social Agent for Conversation Threading
CPM 7.1.3 provides conversation-threading capabilities. This provides agents with a single
thread of relevant conversations and immediate context and meaning across channels to deliver
effective service.
Specialize the CPM-Social Agent that is shipped OOTB with the following changes. Enable the
Process Threaded Documents Agent.
Enable social agent for threading
Update the access group so that the agent has access to the updated social settings map value.
Configure access group

Chapter 11: Dynamic Class Referencing
(DCR)
Dynamic Class Referencing (DCR) is a pattern to avoid hardcoding of class names, flow names,
workbasket names and soon at an application level so that the implementation layers can easily
extend the application.
Pega Customer Service has implemented the DCR approach using a data page and data
transforms. Using this approach, any specialized layer that is built on the PegaCS horizontal
layer, need to only Save-As the data transform rules in the specialized layer ruleset to update
the class names, flow names and add any additional property mappings. This approach will
dynamically set the specialized layer’s class names, flow names and any other values to the
appropriate clipboard pages at run time.
Dynamic class referencing is available in the PegaCS horizontal using Data Pages.

Configuring an existing application to use DCR
Follow the steps for DCR configuration to build on an existing PegaCS Application
Login to the PegaCS Specialized Application.

In the application home page, enter Declare_CAApplicationSettings in the search text field
and select the Data Page.
You are directed to Data Page: Customer service application settings data page, as shown
in the figure below:
Copy the above data page into your implementation layer ruleset.
Enter the field details as per your configuration settings.

Enter Object type as PegaCA-Admin-ApplicationSetting class or implementation class in the
specialized layer extended class from PegaCA-Admin-ApplicationSetting.
Note: As a best practice, you can create a new class extending from PegaCA-Admin-
ApplicationSetting in the implementation layer and configure Data Transfer in the implementation
layer with only required properties to easily consume base CS layer settings coming in future releases.
In the Data sources section:

a. Select Source type as Data Transform from the drop-down list and
b. Select Data transform pyDefault from above selected or its parent classes.
c. Click to open pyDefault data transform and update below properties as per your
implementation layer settings.
Note: Customers upgrading from earlier versions of Pega CS, configure below properties in pyDefault
data transform from values in CAApplicationSettings Map value rule in implementation Layer.
From PegaCS 7.1.4 release onwards, CAApplicationSettings Map value has been deprecated and
should not be used.
Refer to Application Configuration Settings Table
Note: The base CS, CPMInterfaceLayerSettings Data Transform has been used to configure interface
classes. Hence, we recommend implementation user to update this Data Transform with
implementation layer interface/Data layer classes.

Select the check box call superclass data transform, as shown in the figure below.
Note: From PegaCS 7.1.4 release onwards, CAApplicationSettings Map value has been deprecated
and should not be used.

Extending DCR for New Implementation
Follow these steps for your new implementation layer
Refer to the Pega PDN documentation to create application using Application express.
When app express is run on a customer service application, the data transform pyDefault is
copied to the newly created application rule set. We recommend using Application express
to build new application on top of CS-Horizontal and it takes cares of updating the below
application settings as per newly created application. If you need to update other settings,
open pyDefault of specialized application layer (from search/landing page page) and update
required properties.
Field By default
ServiceItemClassGroup "PegaCA-Work"
SiteSpecificClassGroup "PegaCA-Work"
InteractionClassGroup "PegaCA-Work-Interaction"
InboundInteractionClass "PegaCA-Work-Interaction-InCorr"
InteractionChatClass "PegaCA-Work-Interaction-Chat"
ResearchInteractionClass "PegaCA-Work-Interaction-Research"
SocialEngagementClass "PegaCA-Work-Interaction-Social"
ChildInteractionClass "PegaCA-Work-Interaction-Sub"
For updating application settings, select DesignerStudio > Customer Service > Settings.
Click on update button to open the Data Transform to configure application specific
properties.
Here is the clipboard view of Declare_CAApplicationSettings data page

Below screenshots shows the usage of Dynamic Class Referencing in activities, Sections,
Data Transforms.

Chapter 12: Integrating PegaCS
PegaCS interaction and service processes are designed to integrate with your information
systems to obtain, display, and update customer information. Additionally, PegaCS can launch
Pega 7-based application processes in other systems from the PegaCS Interaction Driver as
part of a customer interaction.
For detailed information about integrating your PegaCS system with other systems, see the
Integration section under Pega 7 topics on the PDN and online Help.
Using Data Pages in PegaCS

PegaCS utilizes Data Pages to declaratively manage certain customer data. Data pages enable
access to data declaratively, without the need to call a procedural activity to ensure the data is
populated prior to usage.
The following PegaCS customer data sources utilize Data Pages to populate data to the
clipboard:
 Contact
− Roles
− Communication Options
 Customer
− Links
 Account
− Statements
− Transactions
− Owner (Roles and Links)
 Business Unit
The list below provide key Data Pages that support the Interaction Portal infrastructure:
 D_Interaction – Shares interaction data with service processes

 D_Interaction_Driver – Serves as a container for categories and intent tasks applicable to
current customer context
 D_Interaction_Intents – Serves as a container for suggestions, in-progress, completed, and
auto-launch of service processes
 D_Interaction_Campaigns – Serves as a container for PegaCS offers/campaigns

The majority of Data Pages in PegaCS have been created at the Requestor scope level. This
approach increases the availability of data objects across threads for a specific operator's
session without needing to create separate instances for each respective thread that wishes to
make use of the data. The scope level for each PegaCS Data Page is referenced in the table
below.
Note: Data Pages can be instantiated at the Thread, Thread Family, Requestor or Node level. For
more details on Data Pages, refer to the “Understanding Data Pages” article on the PDN.
PegaCS Data Pages Naming Convention

To simplify integration with external systems such as a customer System of Record, PegaCS
utilizes the following model:
D_<ObjectType>_DataObjects
In the above format, ObjectType represents data (context) such as Account or Contact.
DataObjects represent the type of data contained, by class. See the table below for the
primary PegaCS Data Pages. Use the Data Explorer in the Designer Studio to review all
PegaCS Data Pages.
Scope:
Requestor
Data Page Applies-To
Thread
Node
D_Account_Details PegaCA-Interface-Account R
D_Contact_Accounts PegaCA-Interface-Account R
D_AccountOwner_Accounts PegaCA-Interface-Account R
D_Account_Transactions PegaCA-Interface-Account T
D_Account_Transactions_Search PegaCA-Interface-Account T
D_Account_Statements PegaCA-Interface-Statements T
D_AddressTypes PegaApp-InterfaceAddressType N
D_AccountOwner_BusinessUnits PegaCA-Interface-BusinessUnit R
D_Contact_BusinessUnits PegaCA-Interface-BusinessUnit R
D_BusinessUnit_Details PegaCA-Interface-BusinessUnit R
D_CustomerTypes PegaApp-Interface-CustomerType N
D_IndustryTypes PegaApp-Interface-Industry N
D_Interaction PegaCA-Work-Interaction R

Scope:
Data Page Applies-To Requestor
Thread
Node
D_Interaction_Driver Rule-PegaCA-InteractionDriver R
D_Interaction_Intents Rule-PegaCA-Intent R
D_Interaction_Campaigns Rule-PegaCA-Intent-Campaigns R
D_Account_Notes PegaCA-Interface-Notes T
D_Contact_Notes PegaCA-Interface-Notes T
PegaApp-Interface-Contact-
D_CommOptionsByChannel CommunicationOptions T
D_AccountOwner_CommOptions CommunicationOptions R
D_BusinessUnit_CommOptions CommunicationOptions R
D_Contact_CommOptions CommunicationOptions R
D_Contact_CommOptions CommunicationOptions R
D_Contact_Details PegaCA-Interface-Contact R
D_ContactList_Search PegaCA-Interface-Contact T
D_BusinessUnit_Contacts PegaCA-Interface-Contact R
D_Account_Contacts PegaCA-Interface-Contact R
D_InteractionHistory PegaCA-Work-Interaction R
D_Contact_MostRecentInteraction PegaCA-Work-Interaction T
D_AccountOwner_Addresses PegaCA-Interface- R
D_Contact_Addresses PegaCA-Interface- R
D_Search_Customer PegaCA-Interface- T
D_AccountOwner_Party PegaCA-Party-AccountOwner R
D_BusinessUnit_Party PegaCA-Party-AccountOwner R
D_Contact_Party PegaCA-Party-Contact R
D_ServiceItemsHistory PegaCA-Work R

Note: A complete list of Data Pages can be viewed in Designer Studio (Records > Data Model > Data
Page).
To reference data pages for customer data

 Create the data page at the appropriate scope according to Pega 7 standards. For more
information, review Pega 7 Help or the PDN.
 Reference the data page by name on the Pages and Classes tab of rule types that require
data from the data page.
 Data Pages can be used in your implementation similar to other Top Level Pages on the
clipboard. Below is an example of the above Contact Details data page used in a Data
Transform:
 For Requestor Scope pages used in interactions, we recommend that the page is cleared
automatically after an interaction is closed or wraps up. To do so, add the extension activity
CPMAddRequestorDataPage to the Post Load Processing field on the data page:

Sample Data for PegaCS Integration
PegaCS comes with a robust set of industry-standard sample data that simulates a contact
center environment. You can use this sample database as a starting point for integration or for
demonstrating the system environment. The following table lists the tables in the database
structure.
The data structure for each table begins on the following pages. Using the interface activities
listed in this chapter, you can map your data to the properties in the following tables.
Note: In Oracle, all table data and column headings appear in uppercase characters, but correct SQL
is in lowercase. PegaCS follows a universal approach and uses lowercase characters.
PA_ Tables
PA_ACCOUNT
PA_ACCOUNT_LINK
PA_ACCOUNT_TRAN_TYPES
PA_ADDRESS
PA_ADDRESS_TYPE
PA_BUSINESSUNIT
PA_BUSINESSUNIT_LINK
PA_COMMUNICATION_OPTIONS
PA_CONTACT
PA_CONTACT_BU_LINK
PA_CUSTOMER_TYPE
PA_INDUSTRY
PA_NOTES
PA_ROLES
PCA_ Tables
PCA_LOCATION_CATEGORIES
PCA_LOCATION_CATEGORY_TYPE
PCA_ZIP_DISTANCES
PSVC_ Tables
PSVC_ACCOUNT_TRANS

PSVC_ACCOUNT
PSVC_ACCOUNT_STATEMENTS
PA_ACCOUNT
This table stores account-specific information. Replace calls to this table with calls to your data
tables.
Name Datatype Size Scale Nulls?
ACCOUNTNUMBER VARCHAR2 20 No
ACCOUNTOPENDATE DATE 7 No
ACTIVE VARCHAR2 5 Yes
PRODUCTID VARCHAR2 12 Yes
BUSINESSUNITID VARCHAR2 20 Yes
DATEADDED DATE 7 Yes
ADDEDBY VARCHAR2 50 Yes
DATEUPDATED DATE 7 Yes
UPDATEDBY VARCHAR2 50 Yes
DATEDELETED DATE 7 Yes
DELETEDBY VARCHAR2 50 Yes
ACCOUNTPACKAGE VARCHAR2 20 Yes
ACCOUNTTYPE VARCHAR2 20 Yes
ADDRESSFROMDATE DATE 7 Yes
ADDRESSLASTCHANGEDATE DATE 7 Yes
ADDRESSLINE1 VARCHAR2 36 Yes

ADDRESSTODATE DATE 7 Yes
CELLPHONE VARCHAR2 20 Yes
CITY VARCHAR2 20 Yes
CONTACTID VARCHAR2 20 Yes
COUNTRYCODE VARCHAR2 20 Yes
CUSTOMERVALUE VARCHAR2 20 Yes
EMAIL VARCHAR2 50 Yes
FAX VARCHAR2 20 Yes
FIRSTNAME VARCHAR2 20 Yes
HOMEPHONE VARCHAR2 20 Yes
LASTNAME VARCHAR2 50 Yes
MIDDLENAME VARCHAR2 20 Yes
ROLEDESCRIPTION VARCHAR2 20 Yes
SPECIALINSTRUCTIONS VARCHAR2 100 Yes
STATECODE VARCHAR2 2 Yes
STATEMENTCUTDATE NUMBER 10 0 Yes
ZIPCODE VARCHAR2 12 Yes
SECURITYQUESTION VARCHAR2 100 Yes
SECURITYANSWER VARCHAR2 50 Yes
ADDRESSUPDATECOUNTER NUMBER 3 0 Yes
APPLICATIONTYPE VARCHAR2 20 Yes
ACCOUNTCLOSEDATE DATE 7 Yes

BUSINESSPHONE VARCHAR2 20 Yes
PA_ACCOUNT_LINK
This table maintains the relationship between a contact or business unit, an account number,
and the role that the contact or business unit has with the account. For example, Rebecca Biggs
is the owner of account 123450000 or Smith Publishing is the co-owner of account 111110000.
PARTYTYPE VARCHAR2 1 No
PARTYID VARCHAR2 12 No
ROLETYPE VARCHAR2 5 Yes
DATEADDED DATE 7 No

PA_ACC_TRAN_TYPES
This table provides the descriptions to the Transaction Type codes used in the
PA_ACCOUNT_TRANSACTION table. For example, code 200 is in the Transaction Type table.
To determine what code 200 means, PegaCS does a look up and finds that code 200 is
Deposit.
TRANSACTIONTYPE VARCHAR2 20 No
TRANSACTIONDESCRIPTION VARCHAR2 50 Yes
PA_ADDRESS
This table stores address information about contacts and business units. Replace calls to this
table with calls to your data tables.
OWNERID VARCHAR2 12 No
ADDRESSID VARCHAR2 1 No
ADDRESSTYPE VARCHAR2 4 No
DATEFROM DATE 7 Yes
DATETO DATE 7 Yes
PRIMARYADDRESS VARCHAR2 5 Yes
NOTES VARCHAR2 255 Yes
DATEADDED DATE 7 No

PA_ADDRESS_TYPE
This table stores the valid address types (for example, HOME or BILLING) used within the
system. Replace the sample entries in this table with address types valid for your configuration.
ADDRESSTYPE VARCHAR2 4 No
ADDRESSTYPEDESCRIPTION VARCHAR2 36 No
ADDRESSOUTLOOKCODE VARCHAR2 40 Yes
CATEGORY VARCHAR2 1 Yes
PA_BUSINESSUNIT
This table stores information about business units. Replace calls to this table with calls to your
data tables.
BUSINESSUNITID VARCHAR2 12 No
BUSINESSUNITNAME VARCHAR2 50 Yes
CUSTOMERTYPE VARCHAR2 15 Yes
PARENT VARCHAR2 12 Yes
INDUSTRYCODE VARCHAR2 15 Yes
PRIORITYTYPE VARCHAR2 36 Yes
TAXID VARCHAR2 12 Yes
WEBSITE VARCHAR2 50 Yes
CUSTOMERLOGO VARCHAR2 50 Yes
REFERENCE VARCHAR2 1 Yes

TERRITORY VARCHAR2 12 Yes
CUSTOMEREMPLOYEE VARCHAR2 12 Yes
PRIMARYADDRESS VARCHAR2 5 Yes
PRIMARYCONTACT VARCHAR2 10 Yes
CUSTOMERSATISFACTION VARCHAR2 20 Yes
BUSINESSDESCRIPTION VARCHAR2 255 Yes
DIVISION VARCHAR2 30 Yes
INTERNALREFERENCE VARCHAR2 30 Yes
PIN VARCHAR2 30 Yes
PRIORITYNOTE VARCHAR2 255 Yes
STATUS VARCHAR2 30 Yes
DATEFROM DATE 7 Yes
DATETO DATE 7 Yes
PRIMARYCONTACTID VARCHAR2 12 Yes
PA_BU_LINK
This table stores business-to-business relationships. For example, it shows that Acme
Technology is a subsidiary of Acme Software.
BUSINESSUNIT1 VARCHAR2 12 No
BUSINESSUNIT2 VARCHAR2 12 No
TYPE VARCHAR2 50 No
DESCRIPTION VARCHAR2 100 Yes

ROLETYPE VARCHAR2 5 Yes
MEMO VARCHAR2 255 Yes
DATEADDED DATE 7 No
PA_COMM_OPTS
This table stores communication information for contacts and business units. Replace calls to
this table with calls to your data tables.
OWNERID VARCHAR2 12 No
COMMUNICATIONID VARCHAR2 1 No
COMMUNICATIONTYPE VARCHAR2 10 No
ADDRESSTYPE VARCHAR2 10 Yes
PRIMARYCOMMUNICATION VARCHAR2 5 Yes
CONTACTSTRING VARCHAR2 255 Yes
DATEADDED DATE 7 No
DATEFROM DATE 7 Yes

DATETO DATE 7 Yes
EMERGENCY VARCHAR2 1 Yes
PA_CONTACT
This table is a sample table that stores information about contacts. Replace calls to this table
with calls to your data tables.
CONTACTID VARCHAR2 12 No
CUSTOMERTYPE VARCHAR2 15 Yes
SOCIALSECURITYNUMBER VARCHAR2 9 Yes
LASTNAME VARCHAR2 50 No
FIRSTNAME VARCHAR2 36 Yes
MIDDLENAME VARCHAR2 36 Yes
SALUTATION VARCHAR2 12 Yes
SUFFIX VARCHAR2 5 Yes
SHORTNAME VARCHAR2 20 Yes
DATEOFBIRTH DATE 7 Yes
DATEOFDEATH DATE 7 Yes
MARITALSTATUS VARCHAR2 10 Yes
LANGUAGE VARCHAR2 18 Yes
PIN VARCHAR2 30 Yes
MOTHERMAIDENNAME VARCHAR2 50 Yes
LOGINS NUMBER 10 0 No
BADLOGINS NUMBER 10 0 No
DATEOFLASTLOGIN DATE 7 Yes
NICKNAME VARCHAR2 26 Yes
BUSINESSAFFILIATION VARCHAR2 12 Yes

GENDER VARCHAR2 1 Yes
SECURITYQUESTION VARCHAR2 100 Yes
SECURITYANSWER VARCHAR2 50 Yes
COMMUNICATIONPREFERENCE VARCHAR2 10 Yes
PRIORITYNOTE VARCHAR2 255 Yes
CUSTOMERVALUE VARCHAR2 30 Yes
BESTTIMETOCALL VARCHAR2 20 Yes
NOMARKETINGBYMAIL VARCHAR2 5 Yes
NOMARKETINGBYPHONE VARCHAR2 5 Yes
NOMARKETINGBYEMAIL VARCHAR2 5 Yes
COMPANY VARCHAR2 50 Yes
OCCUPATION VARCHAR2 50 Yes
LOYALTYPOINTSBALANCE NUMBER 10 No
PA_CONTACT_BU_LINK
This table stores contact-to-business relationships. For example, John Brown is associated with
Acme Software as an authorized party.
CONTACTID VARCHAR2 12 No
BUSINESSUNITID VARCHAR2 12 No
TYPE VARCHAR2 50 No
PRIMARYASSOCIATION VARCHAR2 1 Yes
ROLETYPE VARCHAR2 50 No

DATEADDED DATE 7 No
PA_CUSTOMER_TYPE
This table stores the information used to describe the business unit as a particular type of
customer. For example, the Customer Type selection box on the Add or Update Business Unit
details screen provides choices such as Fortune 500, Small Business, and Partnership.
CUSTOMERTYPE VARCHAR2 15 No
CUSTOMERTYPEDESCRIPTION VARCHAR2 100 Yes
PA_INDUSTRY
This table stores information that describes the industry in which a business operates. For
example, the Industry selection box located on the Add or Update Business Unit details screen
includes choices such as Healthcare, Insurance, and Technology.
INDUSTRYCODE VARCHAR2 15 No
INDUSTRYDESCRIPTION VARCHAR2 36 Yes

PA_NOTES
This table stores ad-hoc notes that added to contact or account records. The last expandable
section in the Account tab and the Contact tab on the Composite screen is for notes. Users can
view previously entered notes or add a new note in this section.
CONTACTID VARCHAR2 12 Yes
NOTEDATE DATE 7 No
ACCOUNTNUMBER VARCHAR2 20 Yes
TYPE VARCHAR2 10 Yes
OPPORTUNITYID VARCHAR2 12 Yes
LABEL VARCHAR2 50 Yes
TAKENBYID VARCHAR2 32 Yes
NOTEID NUMBER 10 0 No

PA_ROLES
This table stores roles for account, contact, and business unit links. Some workflows use the
role type to determine processing steps. Add your own affiliations for account, contact, and
business unit associations.
ROLETYPE VARCHAR2 5 No
PARTYTYPE VARCHAR2 1 Yes
APPLICATION VARCHAR2 10 Yes
ROLEDESCRIPTION VARCHAR2 36 Yes
PA_LOC_CATGS
This table stores location information. Replace the sample data with your location information.
LOCATIONNAME VARCHAR2 50 Yes
CATEGORYCODE VARCHAR2 5 Yes
PHONE VARCHAR2 20 Yes

PA_LOC_CAT_TYPE
This table defines location categories. Modify this table to include your category information.
CATEGORYCODE VARCHAR2 5 No
CATEGORYDESCRIPTION VARCHAR2 50 Yes
PCA_ZIP_DISTANCES
This table stores the latitude and longitude for each Zip Code in the United States. This table is
to determine the distance from one location to another. For example, you could use this table to
find all branch offices within 50 miles of Zip Code 02142.
ZIPCODE VARCHAR2 5 No
ZIPCLASS VARCHAR2 1 Yes
CITY VARCHAR2 28 No
COUNTRYNAME VARCHAR2 26 Yes
LATITUDE NUMBER 8 4 No
LONGITUDE NUMBER 8 4 No

PSVC_ACCOUNT
This is an add-on table in the service layer to the PA_ACCOUNT table in Pega App layer.
PA_ACCOUNT and PSVC_ACCOUNT supplement each other to address service layer
accounts. Replace the sample data with your account information.
ACCOUNTBALANCE NUMBER 20 2 Yes
AVAILABLEBALANCE NUMBER 20 2 Yes
AVERAGEMONTHLYBALANCE NUMBER 20 2 Yes
CURRENCYTYPE VARCHAR2 5 Yes
LASTPAYMENTAMOUNT NUMBER 19 4 Yes
LASTPAYMENTDATE DATE 7 Yes
LASTSTATEMENTDATE DATE 7 Yes
MINIMUMDUE NUMBER 19 4 Yes
NEXTDUEDATE DATE 7 Yes
NEXTSTATEMENTDATE DATE 7 Yes
YTDPAYMENTS VARCHAR2 10 Yes
PA_ACC_STMTS
This table stores account-specific information. Replace calls in this table with calls to your data
tables.
STATEMENTID NUMBER 5 0 No
STARTDATE DATE 7 No
ENDDATE DATE 7 No
STARTBALANCE NUMBER 19 4 No
ENDBALANCE NUMBER 19 4 No

PA_ACC_TRANS
This table stores account-specific information. Replace calls to this table with calls to your data
tables.
TRANSACTIONID NUMBER 4 0 Yes
ACCOUNTNUMBER VARCHAR2 20 Yes
TRANSACTIONAMOUNT NUMBER 8 2 Yes
CURRENCYSYMBOL VARCHAR2 5 Yes
CURRENCYEXCHANGERATE FLOAT 126 Yes
DEBITORCREDIT VARCHAR2 1 Yes
TRANSACTIONDESCRIPTION VARCHAR2 50 Yes
TRANSACTIONDATE DATE 7 Yes
TRANSACTIONPOSTDATE DATE 7 Yes
DOCUMENTNUMBER VARCHAR2 20 Yes
SEQUENCENUMBER VARCHAR2 20 Yes
SERIALNUMBER VARCHAR2 20 Yes
BATCHNUMBER VARCHAR2 20 Yes
ORIGINATINGBANK VARCHAR2 20 Yes
CHECKNUMBER VARCHAR2 20 Yes
TRANSACTIONTYPE VARCHAR2 20 Yes
TRANSACTIONCODE NUMBER 4 0 Yes
FILEPATH VARCHAR2 40 Yes

A Appendix A: PegaCS Reports
This appendix introduces reporting capabilities and list the PegaCS-specific reports.
Report Browser
The Report Browser is accessed by clicking on the My Reports link from the PegaCS
navigation panel.
The Report Browser page displays recently viewed reports and provides both private reporting
categories as well as public categories. PegaCS ships with a variety of reports, grouped by
category. Other categories displayed are specified by Pega 7 or can be added in the Report
Browser.
Creating Custom Reports

PegaCS supports the ability to create custom reports for your application. To see detailed how-
to articles, configuration tips and interactive videos about creating and customizing reports, visit
the Reporting section of the PDN.
Frequently Used Reports

The following table lists many of the frequently used reports included with PegaCS. The table
provides the report title, the name of the report definition, a description and indicates whether
the report generates a chart. Note: Many reports contain “CPM” in their title. This is intentional
and does not impact the functionality of the report.
Note: Pega 7 includes many other standard reports that are not listed in this table.

Reporting Category/Report Rule Name Report Description Graph
 = Yes
X = No
Interaction Reports Rule Name Report Description Graph
CPM Interaction Summary By CPMInteractionSummaryByCh Displays the number of interactions for the 
annel current month by reason and average
Channel
interaction time, by operator.
CPM Interaction Summary By CPMInteractionSummaryByCh Displays the number of interactions by 

Channel CSR annelCSR channel for the current month.
CPM Interaction Summary By CPMInteractionSummaryByRe Displays the number of interactions by 

Reason ason reason (work type) for the current month.
CPM One Contact Analysis CPMResolutionContactAnalysi Displays the number of interactions by 

Summary sSummary channel, that are related to a prior
interaction, or not related to a prior
interaction for the current month.
CPM Resolution Analysis CPMResolutionAnalysis Shows the number of interactions for the X
current month by operator, broken down
by # related to prior interactions, %
related, % not related, # with open cases,
% with open cases, and % without open
cases.
First Contact (One-Touch) CAResolutionTouchAnalysisSu Displays the number of interactions for the 
Analysis Summary, by Channel, mmary current month "with open cases" and
for current month "without open cases".
Satisfaction Summary, for CPMSatisfactionSummaryByC Displays the percentage of interactions for 

current month hannel the current and previous month by
interaction disposition, by channel.
Interaction Summary by Channel, for InteractionSummarybyChannel Displays the percentage of interactions by 

current and previous month channel for the current and previous
month
Interaction Summary by Reason, for CAInteractionSummaryByReas Displays the number and percentage of 
current month on interactions by service type (Reason) for
the current month.
Interaction Time by Channel CPMInteractionTimeByChannel Displays the average handle time for an 
CSR CSR operator's interactions by channel.

 = Yes
X = No
Interaction Time Trend by Reason CPMInteractionTimeTrendByR Displays the average interaction time by 
eason service type (reason).
CPM Throughput Reports Rule name Report Description Graph
CPM Throughput Report CPMThroughputReport Shows the number of work types opened, X
reopened for the current month.
CPM Throughput Summary by Resolve CPMThroughputByResolveOp Shows the number of received cases, X
Operator by Work Type ByWorkType resolved cases, and open cases by
operator by work type for the current
month.
CPM Throughput in Past Week CPMWeeklyThroughput Displays the number of cases by work 
by Work Type type, grouped by prior cases, new,
resolved, and total current cases for the
past week.
Weekly Process Creation by CPMArrivalsPastEightWeeks Displays the weekly process (work type) 
Work Type creation by week (current, last week, 2-
weeks ago, 3 -weeks ago, etc. through 8-
weeks ago).
Open Cases by Work Type CPMThroughputByWorkType Displays the number of open cases by 
work type at the time the report is run.
Open Cases by Work Type CPMThroughputByWorkTypeC Displays the number of open cases by 
(CSR) SR work type at the time the report is run, by
the operator running the report.
Open Cases by Assign Operator CAThroughputByAssignOp Displays the number of open cases by 
assign operator at the time the report is
run.
Throughput by Operator & Work CPMThroughputByResolveOp Shows the number of cases resolved by X
Type for Current & Previous ByWorkType operator, by work type for the current and
Month previous month.
CPM Throughput Trend by CPMThroughputByResolveOp Shows the number of received, resolved, X

Resolve Operator, by Day ByDay and open cases grouped by day and
resolve operator (for the current quarter).

 = Yes
X = No
Throughput Trend by Resolve Operator, CPMThroughputByResolveOp Shows the number of received, resolved, X
by Week ByWeek and open cases grouped by week and
resolve operator (for the current quarter).
Throughput Trend by Resolve Operator, CPMThroughputByResolveOp Shows the number of received, resolved, X
by Month ByMonth and open cases grouped by quarter and
resolve operator (for the current month).
CPM Throughput Trend by CPMThroughputByResolveOp Shows the number of received, resolved, X

Resolve Operator, by Year ByYear and open cases grouped by quarter and
resolve operator (for the current year)
Throughput Open by Business CPMThroughputByBU Shows the number of open cases, by X

Unit status and business unit.
CPM Estimated Application CPMApplicationSavings Calculates the savings achieved using X

Savings PegaCS by comparing 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
PegaCS Implementation Guide for more
details on how to configure this report).
CPM Quality Reports Rule name Report Description Graph
CPM Quality By Reason CPMQualityByReason Displays the number of cases that missed 
their Goal SLA and Deadline SLA for the
current month.
CPM Quality By Operator CPMQualityByResolveOp Displays the number of cases by operator, 

grouped by # resolved in 1-day, 5-days,
and reopened (for the current month).
Timeliness by Work Type CPMAgeResolvedByClass Displays the number of cases within their 
Goal, past the Goal, and past the
Deadline, grouped by work type.
Timeliness by Workbasket AgeByWorkQueue Displays the number of cases within their 

Deadline, grouped by workbasket.
Timeliness by Operator AgeByAssignee Displays the number of cases within their 

Deadline, grouped by operator.

 = Yes
X = No
CPM Quality by Reason CPMQualityByReason Shows the number of cases resolved, X

resolved in 1-day, resolved in 5-days,
cases reopened, # of cases that missed
the SLA Goal, and the# of cases that
missed the SLA Deadline. (no date
parameters; reports on all relevant work
objects in the DB).
Timeliness by Operator and AgeByAssigneeByWorktype Shows the number of cases within their X
Work Type Goal, past Goal, and past Deadline, by
operator and work type (no date
parameters; reports on all relevant work
objects in the DB).
CPM Ageing Reports Rule name Report Description Graph
CPM Ageing Summary by Work CAAgeingByReason Displays the number of cases, by ageing 
Type (e.g. 0 days, 1-day. 2-days, 3-5 days, 6-10
days, etc. to 61-90 days), grouped by work
type.
CPM Ageing Summary by CAAgeingByAssignOp Displays the number of cases, by ageing 

Assign Operator (e.g. 0 days, 1-day. 2-days, 3-5 days, 6-10
days, etc. to 61-90 days), grouped by
operator.
CPM Quality By Reason CSR CPMQualityByReasonCSR Displays the number of cases by reason, # 
Within Goal, # Past Goal, and # Past
Deadline.
CPM Campaign Reports Rule name Report Description Graph
CPM Campaign Summary CPMCampaignSummary Displays the number of campaigns in the 

current month Accepted, Rejected, or
required More Information, by Campaign
(offer).
CPM Campaign Effectiveness by CPMCampaignEffectiveness Shows the number of campaigns (offers) 

Operator Report in the current month accepted, rejected,
and needed more information, by
campaign.
CPM Operator Effectiveness by CPMOperatorEffectiveness Shows the number of campaigns (offers) X

Campaign accepted, rejected, and needed more
information, by operator.

 = Yes
X = No
Offer Rejected by Reason Report CPMOfferRejectByReason Displays the number of rejected 

campaigns (offers) in the current month by
campaign.
Customer Case Reports Rule name Report Description Graph
Throughput Trend by Customer CPMThroughputTrendCSR Shows the number of cases by the 

operator, by customer
Social Engagement Reports Rule name Report Description Graph
Social Cases by Average Response Time CPMSocialCasesByAverageRe Displays the average response time for 
sponseTime social interactions for the last 30 days
Social Cases by Channel CPMSocialCasesByChannelBy Displays the social cases by channel (e.g. 
Day Twitter, Facebook, Youtube) for the last 30
days
Social Cases by Sentiment CPMSocialCaseBySentiment Displays social interaction sentiment 

(Negative, Neutral, Positive) by social
interaction type for the last 30 days
Opportunity & Forecast Rule name Report Description Graph

Reports
Active Pipeline Summary by CPMActivePipelineSummaryPr Displays the number of opportuntiies by 

Product by Stage oductStage product by sales stage (e.g. Development,
Analysis, Legal, etc.). No date parameters;
reports on all opportunities in the DB.
Forecast Summary by Rep and Stage CPMForecastSummaryByRep Displays the forecast of sales X
AndStage opportunities by total value, by stage and
sales rep. No date parameters; reports on
all opportunities in the DB.
Annual Closed Opportunities CPMAnnualClosedOpptySales Shows the number of closed opportunities X

Rep for the current year and their value by
product and sales rep.
Lost Sale Report By Rep and Reason CPMAnnualLostSaleReportBy Displays the number of lost sales for the 
RepAndReason current year by sales rep, by reason.

 = Yes
X = No
Pipeline Ageing by Product CPMPipelineAgeingReportByP Displays the opportunity pipeline by 

roduct product, by day range (e.g. less than 30
days, 30 to 60 days, 90 to 120 days, etc.).
No date parameters; reports on all
opportunities in the DB.
Annual Customer Opportunity Summary CPMAnnualCustomerOpportun Shows the number of opportunities for the X
Sales Rep itySummary current year and their total value by
customer.
Forecast Summary by Expected Close CPMForecastSummaryByExpe Shows the # of opportunities and their total X
Month by Stage Sales Rep ctedCloseMonthByStage value expected to close, grouped by
month. No date parameters; reports on all
opportunities in the DB.
Annual Closed Opportunities CAAnnualClosedOpportunitySu Shows the number of closed opportunities X

mmaryByMonthByrep and their total value, grouped by close
month, for the current year.
Lost Sale Report, by Product and Reason CPMLostSaleReportByProduct Displays the number of lost sales for the 
Sales Rep AndReasonSalesRep current year by product and reason.
Pipeline Ageing Report by Rep CPMPipelineAgeingReportByR Displays the opportunity pipeline by sales 
ep rep, total value, by day range (e.g. Less
than 30 days, 30-60 days, etc.). No date
parameters; reports on all opportunities in
the DB.
CSR Performance Reports Rule name Report Description Graph
CPM Quality Review Summary by CPMQualityReviewSummaryB Displays the # of quality reviews by agent, 
Employee yEmployee by rating (e.g. Exceeds Expectations,
Needs Improvement, etc.). No date
parameters; reports on all quality reviews
in the DB.
CPM Quality Review Summary by Work CPMQualityReviewSummaryB Displays the number of quality reviews by 
Type CSR yWorkTypeCSR work type and rating by CSR.
CPM Quality Review Summary by Overall CPMQualityReviewSummaryB Displays a summary of quality reviews by 
Rating yOverallRating rating. No date parameters; reports on all
quality reviews in the DB.

 = Yes
X = No
CPM Coaching Sessions by Employee CPMCoachingSessionsByEmpl Displays the number of coaching sessions 
oyee by employee. No date parameters;
reports on all coaching sessions in the DB.
CPM Coaching Sessions by Work Type CPMCoachingSessionsByWork Displays the number of coaching sessions 
Type by work type. No date parameters; reports
on all coaching sessions in the DB.
CPM Quality Reviews In Progress by CPMQualityReviewsInProgress Shows the number of quality reviews X
Work Type ByWorkType ("Pending-Review) by work type. No date
parameters; reports on all quality reviews
in the DB.
CPM System Enhancement Request CPMSystemEnhancementReq Displays the # of system enhancement 

Summary uestSummary requests by disposition (e.g. Under
Construction, Scheduled for a Future
Release, etc.). No date parameters;
reports on all system enhancement
requests in the DB.
Average elapsed time per status pyAverageElapsedTimePerStat Displays the average time for each case 
us status type.
Daily Arrivals DailyArrivals Shows the number of resolved worked X

items (cases) by date, by work group.
Timeliness by resolving unit pyTimelinessByOrgUnit Shows a detailed view of resolution X

timeliness by case, including the SLA Goal
and Deadline.
Recently resolved work within pyRecentlyResolvedWork Shows resolved work by operator and X
current work group work type
Work average elapsed time per status pyAverageElapsedTimePerStat Displays the averaged elapsed time by 
us work type (open cases)

 = Yes
X = No
Customer Satisfaction Reports Rule name Report Description Graph
CPM Net Promoter® Trend CPMNetPromoterTrend Displays the Net Promoter Score by work 
type.
Net Promoter Scores by Category CANetPromoterByCategory Displays the number of Net Promoter 
ratings by category (Promoter, Passive,
Detractor) related to all resolved cases for
the current month.
Net Promoter Trend by Reason for CANetPromoterTrend Displays the number of Net Promoter 
Interaction ratings by category (Promoter, Passive,
Detractor) related to all resolved cases for
the current month, grouped by interaction
reason.
CPM Satisfaction Report CPMSatisfaction Displays the number of interactions by 

operator, by interaction disposition for the
current and previous month.
CPM Satisfaction Summary CSR CPMSatisfactionSummaryCSR Displays the percentage breakdown of 

customer satisfaction using interaction
disposition (e.g. Happy-Complimentary,
Dissatisfied - Angry, etc.) for the operator
for the current and previous months.
Detractor Reports By Interaction Goal DetractorReportByInteractionG Displays the percentage of Detractors by 

oal Interaction Goal.
Net Promoter Analysis CANetPromoterAnalysis Displays the Net Promoter scores for the 
current month, grouped by category
(Promoter, Passive, Detractor), by
interaction reason and average interaction
time.
Net Promoter Categories by Goal CPMNetPromoterByGoal Displays the number of Net Promoter 
ratings for the current and previous month
by category (Promoter, Passive,
Detractor), by interaction goal.
Customer Satisfaction Surveys by CASatSurveysByInteractionTyp Displays the number of customer 

Interaction Type e satisfaction surveys for the current month,
by interaction type
Customer Satisfaction Surveys by Rating CASatSurveysByRating Displays customer satisfaction survey 

ratings for the current month by rating.

 = Yes
X = No
Customer Satisfaction Surveys by CASatSurveyByReasonAndSc Displays the number of satisfaction 

Interaction Reason and Score ore surveys for the current month by
interaction type and overall score.
Customer Satisfaction Surveys One CASatSurveyOneContactAnaly Displays the number of satisfaction 

Contact Analysis sis surveys for the current month that were
related to a prior interaction, by overall
rating.
Promoters By Customer Value PromoterSurveyPromoters_Cu Displays the percentage of Promoters by 

stomerValue Customer Value.
Net Promoter Reports Rule name Report Description Graph
CPM Promoter Results by Customer CPMPromoterResultsByCusto Displays the number of Promoter results 
Value merValueCSR by customer value.
Net Promoter Results by Customer CPMPromoterResultsByCusto Displays Net Promoter results by customer 
ValueCSR merValueCSR value (e.g. Platinum, Gold, Standard) for
past 60 days.
Detractors By Customer Value PromoterSurveyDetractors_Cu Displays percentage of Detractors by 

stomerValue customer value.
Detractors By Interaction Channel PromoterSurveyDetractors_Int Displays the number of Detractors by 

eractionType interaction channel.
Detractors By Interaction Goal PromoterSurveyDetractor_Inter Displays the percentage of Detractors by 

actionGoal Interaction Goal.
Detractors By Organizational Unit PromoterSurveyDetractors_Or Displays the percentage of Detractors by 

gUnit organizational unit.
Detractors By Reason For Interaction PromoterSurveyDetractors_RFI Displays the percentage of Detractors by 

reason for interaction.
Detractors By Work Group PromoterSurveyDetractors_Wo Displays the percentage of Detractors by 

rkGroup work group.

 = Yes
X = No
Passive Users By Customer PromoterSurveyPassive_Custo Displays the percentage of Passives by 

Value merValue customer value.
Passive Users By Interaction PromoterSurveyPassive_Intera Displays the percentage of Passives by 

Goal ctionGoal Interaction Goal.
Passive Users By PromoterSurveyPassive_OrgU Displays the percentage of Passives by 

Organizational Unit nit organizational unit.
Passive Users By Reason For Interaction PromoterSurveyPassive_RFI Displays the percentage of Passives by 
reason for interaction.
Passive Users By Work Group PromoterSurveyPassive_Work Displays the percentage of Passives by 

Group work group.
Passive Users By Interaction PromoterSurveyPassive_Intera Displays the percentage of Passives by 

Type ctionType interaction type.
Promoter Survey Results By PromoterSurveyResultsByOrg Displays the promoter survey results by 

Org Unit Unit originating organizational unit (# of
Detractors, Passives, & Promoters).
Promoters By Customer Value PromoterSurveyPromoters_Cu Displays the percentage of Promoters by 

stomerValue Customer Value.
Promoters By Interaction PromoterSurveyPromoters_Int Displays the percentage of Promoters by 

Channel eractionType interaction channel
Promoters By Interaction Goal PromoterSurveyPromoters_Int Displays the percentage of Promoters by 

eractionGoal Interaction Goal
Promoters By Organizational PromoterSurveyPromoters_Or Displays the percentage of Promoters by 

Unit gUnit organizational unit.

 = Yes
X = No
Promoters By Reason for PromoterSurveyPromoters_RFI Displays the percentage of Promoters by 

Interaction reason for interaction.
Promoters By Work Group PromoterSurveyPromoters_Wo Displays the percentage of Promoters by 

rkGroup work group.
Knowledge Management Rule name Report Description Graph
Get Articles by Taxonomy GetArticlesByTaxonomy Displays the number of articles by 

Taxonomy
Lowest Rated Articles LowestRatedArticles Displays article ratings, number of ratings, 

and number of views. Available in the
Pega Knowledge KM Portal only.
Most Viewed Articles MostViewedArticles Displays published articles by number of 

views, ratings, and rating counts.
Recently Published RecentlyPublished Displays the recently published articles X

from the past 60 days
User Feedback Disposition UserFeedbackDisposition Displays the disposition of user feedback 

for viewed articles.

B Appendix B: PegaCS-NBA Adapter
Configuration
Introduction
The PegaCS Next Best Action adapter enables PegaCS users to leverage the powerful
capabilities of Pega’s Pega Marketing application seamlessly within their Interaction portal.
NBA Marketing can be used with PegaCS to drive upsell, cross-sell and retention offers, as well
as to provide additional guidance to CSR’s on the Next Best Action for the current customer and
context.
The PegaCS Next Best Action Adapter is designed to make it simple to enable sharing and
reuse of capabilities between PegaCS and Next Best Action Marketing. It provides several key
capabilities:
The ability to display Pega Marketing Offer Advisor and Offer Negotiator processes as federated
cases in the PegaCS UI. The two applications can share data and the Pega Marketing process
UI’s have been configured to work seamlessly inside PegaCS.
 PegaCS can request Next Best Action suggestions from Pega Marketing as part of its
normal task suggestion processing. This adds precision to PegaCS task suggestions by
leveraging the power of predictive and adaptive analytics.
 Simple configuration via PegaCS landing page to enable communication and case sharing
between PegaCS and Pega Marketing.
 The ability to share data between PegaCS and Pega Marketing. PegaCS provides
interaction and service case history as a potential data source for Marketing strategies.
Pega Marketing provides offer history that can be used in PegaCS composites.
The adapter is included with the PegaCS application and can be configured to enable these
powerful features in your application.
These features require CPM 7.1.3 or later version of PegaCS.
Note: In order to leverage these features, you must license and install Pega Customer Service and
Pega Marketing applications.

Using the PegaCS Next Best Action Adapter
Once configured, the PegaCS Next Best Action Adapter is evident in a few places in the
Interaction Portal.
Offer Advisor and Offer Negotiator Processes

In the interaction driver, you should see options in the General Category for Make Offer (Offer
Advisor) and Offer Negotiator. These processes run in PegaCS as remote cases, but with
some minor modifications to the UI. Because the process is run as a remote case, it’s executed
on the Pega Marketing server but rendered in the Interaction Portal. The case record is created
and stored in the Pega Marketing work database, not in the PegaCS work database.
Get Next Best Action from Pega Marketing

When enabled, PegaCS will query Pega Marketing for the ‘Next Best Action’ for the current
customer and context. These suggestions will appear alongside PegaCS task suggestions in
the PegaCS UI and can add additional precision to PegaCS’s suggestions. Suggestions from
Pega Marketing can be local service processes from PegaCS, or service processes such as
Offer Advisor that are configured to run in PegaCS as remote case types.
An example of this might be using Pega Marketing to identify whether the current customer is a
churn risk – and suggesting to the PegaCS user to run the Offer Advisor or Offer Negotiator
process in order to proactively address the churn risk and try to retain the customer.
Task suggestions from NBAM will always appear at the top of the suggestions list, and will be
displayed with the icon selected on the configuration landing page. Suggestions from NBAM
will take precedence if the same suggestion is made by PegaCS’s rules. For example, at the
time Address Change is launched, PegaCS suggests a Statement Copy in the sample
application. If Pega Marketing makes the same suggestion, the Marketing suggestion and icon
will appear at the top of the suggestions area, and the PegaCS-driven suggestion will not be
displayed.

Suggestions from Pega Marketing are combined with suggestions from Customer Service into a
single “Next Best Action” section in the lower left corner of the interaction driver.
When Pega Marketing responds with offers for the current customer, the list of offers is
displayed in the driver to enable the user to see what offers will be available before they launch
the ‘Make Offers’ service case.
Offer history in the PegaCS composite

When enabled, the PegaCS adapter overrides the ‘Recent Offers’ section in the PegaCS
composite with a section that shows offer history from Pega Marketing. This can be used to
provide the CSR with insight into the customer’s offer history.

Configuring the Next Best Action Adapter
Use the following procedure to configure the Next Best Action Adapter features in your PegaCS
application.
This procedure assumes you have successfully installed and tested PegaCS 7.1.4 (refer to the
PegaCS installation documentation if necessary) and have installed the Next Best Action
Marketing framework. See the NBAM media kit for details.
In this document, the Pega Marketing system may be referred to as the “remote” system and
PegaCS as “target” system.
Install IAC
In order to use the adapter you must install and configure Pega’s Internet Application
Composer. It is recommended that IAC be installed on the target server, in this case the
PegaCS application server. Follow the installation instructions provided with IAC to complete
this step.
Once the installation is complete, configure a “Host” connection in IAC with the following
settings:
Setting Value
Connection Name NBAA
PRPC Host URL Set to the URL of the NBAM server

When finished, test the connection:
Configure Pega Customer Service Features

There are several steps required to enable PegaCS to use the PegaCS-NBA Adapter.
Step 1 - Enable the Adapter

Edit the map value CAApplicationSettings for your application. Set the value for
EnableNBAAdapter to true. Logout and login again to reset the value on the data page.
Step 2 – Configure the Adapter

Launch the Next Best Action Adapter Configuration landing page by selecting DesignerStudio
> Customer Service > Customer Experience> Next Best Action Adapter Configuration.
Landing Page Configuration

Configure the landing page settings to enable PegaCS to use the NBA Adapter features.

Configure the Remote System details
Select the Remote System link to configure the location of the NBAA (Pega Marketing)
application server in the Remote System rule. NBAA is the default value.
You must specify the URL’s of the IAC gateway and the remote system, as well as specify the
name of Pega Marketing application that will be used with PegaCS.
Configure the Authentication Profile

The authentication profile is used to communicate and exchange credentials with the Pega
Marketing server when calling the SOAP services to get suggestions and offer history from
Marketing. The username used in the profile must have access to the service package in the
Pega Marketing application.
Open the NBAA_AuthProfile from the Landing Page. This is the default authentication profile
used for the NBA Adapter.
The default NBAM username and password (NBAADeveloper/rules) are included.

Set the SOAP and REST Service URLs
The SOAP service retrieves the Next Best Action for the customer in-context and the REST
service retrieves the top 3 offers (assumes the related Pega Marketing strategies supporting
NBA and offers have been configured).
Click on the link SOAP Service URL from the Landing page to configure the Next Best Action
Service End Point URL, on the CPMNBAAApplicationSettings map value. The
NBAARestServiceURL should also be configured (REST service URL).:
Note: Alternatively, you can click on the link REST Service URL to open the
CPMNBAAApplicationSettings map value.
Configure the users

In order to run NBA cases inside PegaCS, the same operator ID’s must be present in both
applications. For example, to run ‘Make Offer’ using the CACSR operator in PegaCS, the same
CACSR operator must exist on the Pega Marketing application.
Other Configuration Options

From the landing page, there are other configuration changes that you can make.

 Select the Intent Tasks to update the intent task rules for Offer Advisor (Make Offer) and
Offer Negotiator.
 Select the case type rules to change the remote case type and behaviors in PegaCS. For
example, in order to send additional data parameters during FCM processing, you may need
to update values in the case type rules.
You can turn on and off the NBA suggestions in the Interaction Driver rule for an Interaction
type. Optionally you can select “Reload NBAA Suggestions” if you want to configure PegaCS to
ask Pega Marketing for task suggestions continuously throughout an interaction. If this is left
unchecked, PegaCS will check for suggestions from Marketing only once at the start of each
interaction but not again during the interaction.
Reference the correct Pega Marketing application

Pega Marketing can be configured with multiple applications to return different offer types. For
example, Pega offers sample applications or both Telco and Banking. As shipped, PegaCS is
configured to reference the sample Telco application from Pega Marketing.

To change the Pega Marketing application, PegaCS must be configured to point to the desired
Marketing application by completing the following steps. Each PegaCS application can work
with only a single Marketing application.
Update the case type rules to point to the appropriate classes

Copy the remote case type rules in PegaCS to your site-specific ruleset and update the class to
reference the appropriate classes for your Pega Marketing application.
Update the Application Name in the Remote System rule to reflect the correct name of your
Pega Marketing application.
Make sure the operator records in Pega Marketing are using the same application as
referenced in the Remote System rule.
Install and Configure Pega Marketing Application Features

The PegaCS-NBA Adapter is available for the current GA of Pega Marketing, which as of this
writing was a 7.1 version. If you require a different version of the NBA adapter rules, contact
your account team.

Step 1 - Setup Customer Data
To work properly, the adapter assumes that both Pega Marketing and PegaCS share common
customers that use the same customer ID’s. In most cases, both applications will be accessing
customer data from the same sources.
When using the sample applications shipped with PegaCS and Marketing, the same customers
must exist in the Marketing and PegaCS sample databases with the same ID’s. In the 7.1
version, Pega Marketing 7.1 ships with PegaCS’s sample customers included in its tables in
order to enable the sample application to work.
Step 2 - Configure Offer Negotiator to use Grid Controls

By default, the Offer Negotiator uses List View rules in its display. These rules will cause
JavaScript errors in PegaCS. Pega Marketing offers an option to change the display to use grid
controls instead of list views. To change to use grids, perform the following steps in the
Marketing application:
 Navigate to Pega Button > Data Modal > Data Tables > Data Tables. Select ‘Negotiation
Groups’ Data Table and click on the open icon.
 Change the Group Type on any records that use ‘comparison-list’ to ‘offer-subgroup’ and
save the record.
You should now be able to get Pega Marketing default offers in PegaCS.

Addendum 1 – PegaCS Configuration Details
Offer Advisor/Offer Negotiator Intent Tasks
The Adapter includes PegaCS Intent Task rules for the Pega Marketing Offer Advisor and Offer
Negotiator processes. These intent tasks are configured as remote case types – even though
the UI is displayed seamlessly in PegaCS, the actual case and UI is created and rendered by
the Marketing application server. The case records for these intent tasks are stored in Pega
Marketing, not in PegaCS’s database.
To enable these intent tasks to run, they must be present in the CAWorkClasses map value in
your application. PegaCS includes these entries in the base Rulesets, but you may need to add
to your site-specific versions.
The ‘Work Type’ and class values should be configured as:
Work Type Class
OfferAdvisor PegaCA-Work-OfferAdvisor
OfferNegotiator PegaCA-Work-OfferNegotiator
Offer History API

Next Best Action Marketing provides an API to enable PegaCS or other applications to retrieve
offer history data for a customer. An example of using this API is shipped with the adapter and
is available in the sample application. This is displayed as ‘Recent Offers’ in the PegaCS
composite in the sample application.
To retrieve offer data from Pega Marketing, PegaCS calls the SOAP service named
“CPMGetOfferHistoryForCustomer”.
This service is called automatically when used by the declare page called
Declare_CustomerOfferHistoryFromNBAA.
Get Next Best Action API

In order to get next best action suggestions, PegaCS references a Connect-SOAP rule called
CPMGetNBAForCustomer. This SOAP rule requests the ‘Next Best Action’ for the current
customer from the Next Best Action Marketing framework.
Data that is passed by CPM in the SOAP request is mapped from an XML stream rule in the
SOAP connector (Rule-Connect-SOAP).
The XML Stream rule GetNextBestActionRequest can be updated to pass additional values in
the request to the NBAM application. The SessionParam element in the XML stream can be
updated in your application and used to pass additional values to NBAM for consideration
during Next Best Action processing.

For example, a Next Best Action decision strategy configured in NBAM might require values
from CPM such as the “Interaction Goal” in order to make a decision. In this case, the property
.InteractionGoal could be added to the XML stream in the SessionParam element (below
Channel) and will be passed to NBAM in the CPMGetNBAForCustomer request.
Passing feedback from PegaCS to the Pega Marketing application

PegaCS passes feedback on Next Best Action suggestions it receives from Pega Marketing in
order to improve the accuracy of future suggestions. Feedback is sent during interaction wrap
up and is handled automatically by the adapter RuleSets. There are two feedback scenarios
that are considered by PegaCS:
 If PegaCS receives and displays a suggestion from Pega Marketing, but the suggestion is
ignored by the user (no action taken), there is no feedback sent for the suggestion.
 If PegaCS receives and displays a suggestion from Marketing and the CSR executes the
suggested task, PegaCS sends feedback to Marketing that the task was “Accepted”.
It may also be desirable to send negative feedback to Pega Marketing. For example, if the CSR
“Rejected” the suggested task, PegaCS can be configured to send this feedback to Marketing.
This scenario is NOT configured in the adapter as shipped.
Feedback is passed using the SOAP connector CPMSuggestionFeedbackToNBA. This rule

allows you to send feedback for a single suggestion at a time.
Note: Feedback is sent from PegaCS asynchronously. If the feedback request fails for any reason,
PegaCS will NOT display the failure to the user, or attempt to retry sending feedback again later.
Failures will be displayed in the PegaCS logs.

PegaCS Interaction and Service Process History
PegaCS provides SOAP service API’s to enable Pega Marketing or other applications to
request offer history for a customer. Offer history data can be used like any other 3rd party data
source by the Pega Marketing application as part of its decision strategy evaluation.
CPMInteractionHistory
The CPMInteractionHistory API takes in parameters of ContactId, AccountNumber and number
of days (Last ‘N’ days) and returns XML defined by the XML Stream
CPMInteractionHistoryResponse.
The CPMServiceCasesHistory API takes in parameters of ContactId, AccountNumber and

number of days (Last ‘N’ days) and returns XML defined by the XML Stream
CPMServiceCasesHistoryResponse.

C Appendix C: Creating Applications with
Twitter & Facebook
Registering an Application with Twitter

This guide walks you through the steps of registering an application with Twitter you would need
to configure PegaCS Social Engagement. Assuming you already have a Twitter account,
registering the application is the first step.
Creating a new Twitter application

After signing into your Twitter account, visit http://apps.twitter.com. You should see the following
page. If you already have applications, you will see a list of applications created.
Click the button near the top. A new page with the Create an application form
requires basic information about your application.

In the Name field, name your application in 32 characters or fewer.
In the Website field, give a URL that points the user back to your application, where they can
download it or find out more information. As with Name and Description, this field is presented
on user-facing authorization screens.
The Callback URL field can specify the URL were Twitter should redirect after a successful
authorization. It is best to leave this field blank and to explicitly specify the callback URL at
authorization time.
The developer Rules Of The Road section outlines rules you must agree to follow to build an
application that uses Twitter’s API.

If you agree to the rules, check Yes, I agree.
Click Create your Twitter application to complete the form and go to the application settings
page.
After the application is created, you will be presented with a page with multiple tabs.

Creating your Twitter Application Access Token
Click on the Keys and Access Tokens Tab.
Click the button near the bottom of the page. Creating your access token here,
will enable you to make API calls. The access token generated will be assigned your
application's current permission level (default is read permission). After the acces token is
created, you should see the staus at the top of your page.
You should also be able to see the Access Token at towards the bottom of the page.

Now it is time to test the oAuth Token. Click on the button displayed at the top-right
corner of the page. The OAuth Tool page will be displayed. These four fields shown are what
you would need for configuring the Twiiter connector.

Registering an Application with Facebook
This guide walks you through the steps of registering an application with Facebook you would
need to configure CPM Social Engagement. Assuming you already have a Facebook account,
registering the application is the first step.
In the past, if you ever created a Facebook app, there was no approval process. But now, new custom
Facebook Apps are required to go through a lightweight approval process. Facebook can take 7-14
days to approve your app. So, please plan your implementation project to account for this approval
process. You can learn more about the Facebook App approval process here:
https://developers.facebook.com/docs/opengraph/submission-process
Make sure you request the following permissions and approved:
manage_pages
Enables your app to retrieve access_tokens for Pages and apps that the person administrates
public_profile
Provides access to a person's basic information, including first name, last name, profile picture, gender
and age range. This permission is approved by default.
publish_pages
Gives your app the ability to post, comment and like as any of the Pages managed by a person using
your app.
read_page_mailboxes
Provides the ability to read a Page's inbox, conversations and messages using a Page access token
obtained with the manage_pages permission.

Creating a new Facebook application
After signing into your Facebook account, visit http://developers.facebook.com. You should see
a page with “Apps” top menu.
From the “Apps” top menu drop down, click on Add a New App.
Choose Facebook Canvas from the list of platforms.

Enter the name of the app.
Enter the URL where CPM is deployed and click Next.
Just follow the quick start wizard till Finished.
From the Apps Top Menu, Select the App you just created. You should see the following page.

Note down the App ID and App Secret (Click on Show to see the secret token). These values
will be needed for configuring the Facebook connector in your project.

Pega Customer Service Reference Guide cccxvii
D Appendix D: Extension points for adding
custom queue conditions
As an implementation engineer, you can add conditional fields to the Add/Edit Queue modal.
The extension points and the steps to achieve this are explained below.
From the designer studio, look for LoadAddtlSocialCriteriaList data transform

extension point from LoadSocialCriteriaList(first dropdown)
Append the criterion you would like to add to the results as shown above in the first dropdown
of conditions tab.
a. Set pyLabel  name in the dropdown

b. Set criteriaId  id of the criterion which needs to be compared with criteriaName in
LoadSocialCriteriaValues DT
c. Set metadataFlag  if true, it is a metadata to Pega Text Analytics Engine (e.g. Sentiment)
and hence sent to their API. If false, it is CS data (e.g. Customer Value)
d. Set multiselectFlag  if true, it can be set to multiple values for each queue. Else, it can only
be mapped to a single value
PopulateAddtlFilterConditions Data Transform (2nd dropdown)

To populate the second dropdown append filter conditions with your particular criterion
name (For date, we have ‘Before’ and ‘After’ as filter conditions)
Note - criteriaName is equal to criteriaId in the LoadSocialCriteriaList DT
LoadAddtlSocialCriteriaValues DT  extension point from LoadSocialCriteriaValues (3rd

dropdown)
Append the new criterion values to the results as shown above to show them in the third
dropdown of conditions tab. (e.g. Positive, Negative, and Neutral to Sentiment criterion)
Note – param.criteriaName is equal to criteriaId in the LoadSocialCriteriaList Data Transform
Now that we have got the UI ready (all 3 dropdowns), we need to consume this criterion. To do
so:
a. Map the data onto the results, only if it is CS criteria (e.g. customer values are mapped onto
the results based on the customer id of the tweet/post)
MapCSData activity is the extension point which can be used to map CS specific data onto
the document

b. Filter the results based on the new criterion (If the new criterion is ‘Platinum’ customer, show
only customer posts whose value is Platinum)
To apply the CS specific criterion on the received content, we have an activity
CPMApplyCSCriteria plugged for both triage and case queues. It has an extension point
activity CPMApplyCustomCSCriteria which runs on each document. Based on the custom
criteria defined, we need to set .isVisibleOnGrid to false in that activity, so that the
unmatched documents don’t appear on the grid (for triage queue) or will not have a case
created (for case queue).

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Pega Customer Service

This information is the property of:

Document: PegaCS Reference Guide

Software Version: 7.1.4

Updated: August 2015

Chapter 1 Overview ............................................................................................. 3

Chapter 2 Existing Setup .................................................................................... 7

Pega Customer Service Reference Guide iii

Chapter 3: Modifying the PegaCS User Interface .......................................... 29

Pega Customer Service Reference Guide iv

Chapter 5: Configuring Interactions ................................................................ 75

Pega Customer Service Reference Guide v

Chapter 6: Configuring Service Processes .................................................. 130

Chapter 7: Configuring Other PegaCS Components ................................... 150

Pega Customer Service Reference Guide vi

Chapter 8: Configuring and Using PegaCS on Mobile Devices .................. 198

Pega Customer Service Reference Guide vii

Chapter 9: Setting Up Communications ....................................................... 209

Chapter 10: Social Engagement .................................................................... 226

Pega Customer Service Reference Guide viii

Chapter 11: Dynamic Class Referencing (DCR) .......................................... 254

Chapter 12: Integrating PegaCS .................................................................... 260

Appendix A: PegaCS Reports ........................................................................ 281

Appendix B: PegaCS-NBA Adapter Configuration ...................................... 293

Pega Customer Service Reference Guide ix

Appendix C: Creating Applications with Twitter & Facebook..................... 308

Pega Customer Service Reference Guide x

Project Managers / Business Analysts — responsible for implementing the PegaCS

System Architects / Application Developers — responsible for building, maintaining,

 PegaCS Installation Guide — describes how to install PegaCS in your environment.

Pega Customer Service Reference Guide 1

Chapter 1: PegaCS Overview Provides a business and functional overview of PegaCS

Chapter 9: Setting Up Communications Describes the configuration requirements for PegaCS

Pega Customer Service Reference Guide 2

Improve service effectiveness by providing guided and personalized customer service

 Increase operational productivity by automating work across business silos

Optimized Interaction Management

Smart Scripting and Guided Next-Step Processing

Context-Sensitive User Interface

Pega Customer Service Reference Guide 3

Pega Customer Service Reference Guide 4

Value-Based Service Level Management

Quality Performance Management

Real-Time Analytics and Reporting

PegaCALL™ and Customer Process Manager™

Pega Customer Service Reference Guide 5

PegaCHAT and PegaCS

To configure PegaCHAT, refer to the PegaCHAT Implementation Guide in PDN.

Pega Customer Service Reference Guide 6

The topics covered in this chapter are:

 PegaCS System Administrator Account

PegaCS System Administrator Account

Operator ID: CASysAdmin

Pega Customer Service Reference Guide 7

Pega Customer Service Reference Guide 8

Pega Customer Service Reference Guide 9

 CPM-Social — rules for PegaCS Social Media Integrations

Pega Customer Service Reference Guide 10