Efficient wrap-up in Pega Customer Service
|Description||Using the interaction wrap-up feature.|
|Version as of||8.4|
|Capability/Industry Area||Interaction Management|
Using the interaction wrap-up feature
Wrap up is a critical component of interaction in Pega Customer Service. The wrap-up flow is designed to resolve the interaction case and provide a concise summary of the actions and activities that occurred during an interaction. This article talks about best practices and patterns for using and configuring wrap up.
There are two ways to handle wrap up in Pega Customer Service.
When the most important priority is to reduce handle time and make the CSR available for the next interaction, the system can be configured to use 'Quick Wrap-up.' 'Quick Wrap Up' is designed to eliminate the wrap-up step altogether. When this option is configured, the wrap-up screen is skipped, the interaction is resolved and closed, and the CSR focus is moved to the next tab in their application. Default selections are made for the Reason for Interaction, and the CSR is not presented with a summary screen or the opportunity to create notes on the interaction.
'Quick wrap up' is configured as a setting on the interaction driver rule. Instructions to enable this feature can be found in the community documentation.
Wrap-up best practices
Automatically set 'Reason for Interaction'
The 'Reason for Interaction' field should be populated by the application automatically. The application can be configured to use the first action, last action, or longest running case as the primary reason for interaction. Configure this setting to reduce the need for CSR's to change the reason drop-down. Setting this value will also allow reporting based on the reasons customers are contacting your organization. This data can be used to find ways to improve your operational efficiency through improved automation.
Reduce or eliminate the need for manual note-taking
Wrap up is intended to show a concise summary of the actions taking during the interaction. By creating tasks, and by using features like 'Express Inquiry,' the system will automatically record all the actions during the interaction and present it on the wrap-up screen and when the interaction is reviewed by a user in the future. This is a more accurate, concise, and consistent summary than manual note-taking. Notes take time to write, are subjective, and take longer to read and interpret when needed. Leveraging out-of-the- box wrap-up features will reduce the need to take notes and provide a faster and more efficient experience for CSRs and customers.
Enable collaboration using Pulse
Occasionally, notes are needed for complex scenarios. Using the Pulse widget allows CSRs to record notes and commentary and tag other users for follow up and insight as needed. For long-running interactions, this tool can be used to allow users to collaborate as well.
Related to prior inquiry
The 'Related to prior inquiry' field can be a powerful tool to help identify issues with First Contact Resolution (FCR). Pega Customer Service will identify when a CSR works on an existing case created during a prior interaction and automatically set this field. Or, if the CSR reviews and answers questions about a prior case, they can select this checkbox during wrap-up.
Once this data is recorded, it enables reporting and analysis to understand how many interactions occur that are related to a prior inquiry by the same customer, regardless of how long ago the inquiry occurred. This is different than a normal FCR report. A standard FCR report typically looks for repeat interactions by a customer for the same reason within a time period (30 days, for example). For example, let's say a customer calls about a billing issue on May 1 and works with a CSR to resolve it. If the customer has to call back about the same issue, and if that call occurs outside the tracking period (on Jun 2, for example, which would be past the 30-day tracking window), that second call never counts against the First Contact Resolution rate.
By tracking the relationship on the second call, as Pega does, this problem is avoided. Pega can measure all of the interactions this month that were related to a prior issue - regardless of when that issue occurred. This can provide insight into contact drivers and areas that can be improved with better follow-up, communication, or automation to reduce the number of repeat contacts.
Avoid customizing the wrap up sub-flow
The wrap up process runs in a sub-flow to the interaction flow. Pega recommends using one of the two standard wrap up patterns and avoid customizing the flow. This will ensure compatibility with future upgrades of the application.