Question
Rulesware LLC
SV
Last activity: 3 Jul 2019 11:30 EDT
Increase Customer Service Interaction timer
Hi,
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 .
Post: https://community.pega.com/knowledgebase/configuring-pega-customer-service-interaction-timer-0
I attached some images to try to clarify my problem.
Thanks in advance!
Accepted Solution
Rulesware LLC
SV
Hi again,
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.
Optum
IN
Hi,
Can you try the following:
- Go to Designer Studio > Case Management > Processes > SLAs
- Open the SLA name corresponding to ______-Work-Interaction-Call
- Update the Goal and Deadline as per your business need
Let me know if this works.
Thanks
Rulesware LLC
SV
Hi,
Thank you for your answer! Unfortunately I changed the Goal and Deadline of the corresponding SLA (CACall), but the timer still displays that the CSR has only five minutes (--:-- / 05:00).
Accepted Solution
Rulesware LLC
SV
Hi again,
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.