Posted: 16 Oct 2018 13:44 EDT Last activity: 18 Oct 2018 5:08 EDT
Sending messages to the entire call center
I’m wondering what would be the best way to achieve the following using Pega Customer Service: The Call Center Manager wants to set-up messages that are displayed to all agent’s every time they open a customer record.
Moreover, those messages must have an activation and deactivation date and time. Outside the “active” interval they won’t be displayed.
As a nice to have, we’d like to also be able to display the message only when certain customer records are opened (for instance, only for VIP customers)
The format itself doesn’t matter - it can be a modal, a banner, a section that becomes visible under certain conditions or anything else.
This should be built on the CPM Alerts mechanism. This has a mechanism for the admin to be able to create and manage the alerts, select their duration, and which workgroups they apply to. Then, the data page D_CPMAlerts can be used to retrieve and display them where ever you want. Banner or Section would be the easiest as they don't require any user action.
There's nothing OOTB that would support certain messages for certain customers. This would require the admin to setup potentially thousands of such unique messages. At that point, it would be better to add some notes to the contact or account object for that customer. There's nothing OOTB to manage this, so it would have to be something that's done one at a time. Basically, you'd have to build a utility where an admin can find the contact by some parameters, add the note and then save it. That way, when that profile is opened by the agent, that note could be displayed prominently.