Building high performance into your Customer Service applications

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Building High performance customer service applications[edit]

When building your implementation of customer service on either customer service horizontal or different verticals such as customer service for financial services their are a number of key design decisions

that will help ensure a high performance implementation. The remainder of this article will break these problems into key areas and provide tips and pointers on each.

Implementation Guidance[edit]

Workpools and tables[edit]

Depending on the version of customer service you are implementing you may have anywhere from 2 to 4 work pools out of the box. When setting up your implementation ensure that you have at minimum one work pool for the interaction classes and one work pool for the service intent cases pointed to 2 different tables.

  • By default ootb both service case and interaction work pools point to the same table which for small implementations will work but for larger implementations a single table becomes a bottleneck.
  • For extremely high volume implementations think of creating work pools that mirror your core entities or interaction driver categories such that load is spread across more tables. The more tables present the lower IO contention is at high volume.
    • Example: BigBank-Servicing-Work-Acct ( work pool for account related case )
    • BigBank-Servicing-Work-Gen ( work pool for general related cases )

BigBank-Servicing-Work-Interaction ( work pool for customer interactions )

  • For report definitions and dashboards that don't have to be instantly up to date consider using a reporting data source instead of the primary data source. If on pega cloud usage of read replicas may also come into play.

User experience[edit]

How the user experience and in turn the UI is designed and built can have a large impact on performance both actual and perceived. Determining what is needed when is extremely import in a customer service implementation where anywhere from 6-30 interfaces may get invoked as part of running and loading the interaction and 360 customer composite.

  • Don't display something until you actually need it. An example methodology to help determine usage and data placement can be found at Customer Service methodology for agent interaction and Customer composite data placement.
    • For example when searching for a customer you only need enough information to select the customer not verify them at that point in time. Wait until verification to pull in the additional required information.
  • Ensure sections are collapsed and defer loaded if possible.
  • When showing a list of items set a reasonable page size usually < 15 to display at once and enable progressive loading

Clipboard and data pages[edit]

A clean clipboard on agent requestors, reasonable overall requestor clipboard size and efficient and correct load strategies on data pages can mean the difference from being an unstable customer service application that is constantly plagued by complaints of slow response over time to one that has the same performance and response profile for an agent throughout their shift be it 6,8 or more hours continuous.

Use case examples[edit]

Provide a business example to help users understand the objective.

Before you begin[edit]

Is it necessary to plan anything in advance, or are external steps using other tools required to achieve the goal? If any specific configuration procedures (how-tos) exist on Pega Community pages, you can link to those assets here by providing the URL.

Process/Steps to achieve objective[edit]

What do individuals need to know to achieve the outcome? What do individuals need to know to achieve the outcome? Enter the precise steps to guide the user to achieving the desired outcome. Remember to always state where in the software the user must perform an action, before giving the action.

If “How To…” documents exist for specific configuration procedures please link (using the url) to those assets on the community **


What do you expect the user to see or be able to do after they complete this design pattern?