I would like to know how can I increase the interaction timer which tells the CSR how much time has to complete an interaction, I need to increase it to 45 minutes. Right now it has a time limit of 5 minutes. I'm using the Pega Customer Service for Financial Services Framework with PEGA 8.1.
I tried to follow the steps of the following post, but the menu Designer Studio > Customer Service > Interactions > Interaction Types is not available .
I was able to change the interaction timer by modifying the Map Value rule SetSLATimeValues. In the General configuration Tab, at bottom there will two fields in which the .SLAGoalTime and .SLADeadlineTime can be set to whatever time you might need. Remember to modify your channel SLA (CACall for instance) to match those values.