Question
Adqura IT Solutions Private Limited.
IN
Last activity: 9 Jul 2025 21:05 EDT
Use of Inbound Shape in CDH
Hi all, Can anyone explain the use of Inbound call center shape and how it can be implemented?
Thanks,
Sai Krishna
Pegasystems Inc.
IN
@Sai Krishna Auti Have you checked out the documentation? - https://docs.pega.com/bundle/customer-decision-hub/page/customer-decision-hub/cdh-portal/actions-context-inbound-call-center-shape.html
Adqura IT Solutions Private Limited.
IN
@RaghuShankhawaram I have read the documentation. It is unclear regarding implementation. Is it specific to NBAA application? If it is not then how do we trigger an action that has an inbound shape? Thanks
Pegasystems Inc.
IN
@Sai Krishna Auti, could you explain your business use case and what we are trying to achieve?
Adqura IT Solutions Private Limited.
IN
@RaghuShankhawaram We aren't using in any implementation for now. We are just exploring the available shapes for action flow, we just want to understand how it can be used. You can help us on if there's any additional info or documentation on it.
HCA Healthcare
US
@Sai Krishna Auti
The Inbound Call Center shape in Pega CDH is used when a customer contacts the company through a call center, like by phone or chat. This shape helps trigger the Next-Best-Action strategy during the conversation so that the system can suggest the most relevant offer or action based on the customer’s profile. It works by receiving the customer information from the call center system, passing it to CDH, and getting back the best action to show. You can set this up in the Channels tab in CDH and connect it with the Customer Service application. This helps the call center agent provide a personalized response in real time, improving customer experience and increasing the chances of offer acceptance