You can use root cause analysis (RCA) to identify the probable causes of a problem. Learn how to use RCA to find correlations that lead you to these...

Assign responsibility for completing a Task to one or more users. Routing increases business efficiency by ensuring that the most appropriate users...

Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Pega Platform™ uses a Rule resolution process and various Rule statuses to determine the most appropriate Rule instance to apply in a situation...

Pega Sales Automation™ comes with three main application personas: Sales representative, sales manager, and sales operations. Each persona has its own...

Promote Case processing efficiency and improve application flexibility by leveraging savable Data Pages and systems of records to store and update...

In this module, learn how to analyze the data presented in the various tabs in the Analysis section of the navigation toolbar. Learn how to identify...

Learn how to use screen pops to provide a summary of information to agents when a call arrives.

Learn how to configure script adherence to help CSRs deliver the prescribed script during a live conversation. You configure scripts in the dialogs...