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Módulo

Managing customer interactions

3 Temas

25 minutos

 Pega Customer Service 8.8 Visible to: All users
Principiante Pega Customer Service 8.8 Inglés

Voice AI provides tools to allow managers to monitor and evaluate interactions between a customer and a CSR. Managers can use real-time alerts and live transcripts to monitor critical situations. Call summaries and post-call analytics help managers to coach CSRs.

Después de completar este módulo, podrá hacer lo siguiente:

Configure a topic to trigger a real-time manager alert.
Use alerts and live transcripts to monitor critical situations.
Use post-call analytics to improve agent productivity.

Disponible en la siguiente misión:

Pega Voice AI v2

Topics

Manager alerts

10 minutos

Creating a manager alert

5 minutos

Call summaries

5 minutos

Cuestionario del módulo

5 minutos

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