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 Patrick Rantsho (PatrickR4330) digitalfastforward.com
digitalfastforward.com
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PatrickR4330 Member since 2022 1 post
digitalfastforward.com
Posted: December 19, 2022
Last activity: December 20, 2022
Posted: 19 Dec 2022 5:23 EST
Last activity: 20 Dec 2022 16:57 EST

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

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

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Posted: 1 month ago
Posted: 20 Dec 2022 16:57 EST
Neal Beliveau (BELIN) PEGA Vice President, Product, Customer Service
Pegasystems Inc.
US
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@PatrickR4330  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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