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Question

 Patrick Rantsho (Patrick)
Two Six Digital PTY LTD
Solution Architect
Two Six Digital PTY LTD
BW
Patrick Member since 2022 3 posts
Two Six Digital PTY LTD
Posted: Dec 19, 2022
Last activity: Dec 20, 2022
Posted: 19 Dec 2022 5:23 EST
Last activity: 20 Dec 2022 16:57 EST
Closed

How can I use business conditions to alert call center managers that transaction dispute rates are high?

How can I use business conditions to alert call center managers that transaction dispute rates are high?

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Posted: 2 years ago
Posted: 20 Dec 2022 16:57 EST
Neal Beliveau (BELIN)
PEGA
Vice President, Enterprise Applications
Pegasystems Inc.
US

@Patrick It's not meant for that.  Business conditions are evaluated during individual interactions and not in aggregate - they can be used to alert a CSR during an interaction that some specific condition exists, but there is nothing OOTB that would do this to alert a manager is the numbers for a specific case type exceeded some threshold for example.

Have you looked at Insights and Reporting?  That seems more aligned to your use case.

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