Question

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!

Correct Answer
July 3, 2019 - 11:30am

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.

Comments

Keep up to date on this post and subscribe to comments

Pega
July 3, 2019 - 12:36am

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

 

July 3, 2019 - 10:06am
Response to Srinivas21

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).

July 3, 2019 - 11:30am

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.