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CustomerProcessManagerInteractions

eLearningCourseTranscript

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Copyright 2008

Pegasystems Inc., Cambridge, MA

Allrightsreserved.

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Pegasystems

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commitmenttoofferordelivertheproductsorservicesdescribed.

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Updated:March14,2008

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Contents

Introduction to Customer Process Manager ........................................................................................ 1

CPM CSR Portal Overv iew ...................................................................................................................... 1

CPM Live In terac tions ............................................................................................................................. 3

CPM Non-Live Interactions ..................................................................................................................... 5

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IntroductiontoCustomerProcessManager

CustomerProcessManager(CPM)isaprebuiltprocessorientedcontactcenter

applicationfor

managing

and

automating

customer

service

across

multiple

customertouchpoints. Therearecurrentlyfourdifferentversionsorflavors

availablefromPegasystems.

Threeverticalversionsforindustryspecificimplementationinclude:

1. CPMforCreditCard

2. CPMforHealthcare

3. CPMforInsurance

PegasystemsalsodeliversahorizontalcrossindustryversionofCPM. Wewill

beusing

the

cross

industry

horizontal

version

in

this

course.

IwilldemonstratehowtonavigatewithinCPMandhowtousetwokey

capabilitiesofCPM: liveandnonliveinteractions.

CPMCSRPortalOverview

Introduction

Logginginto

CPM

is

just

like

logging

into

any

other

PRPC

application.

Based

on

theusersrole,CPMdisplaystheappropriateportal.

StandardCPMrolessupportorganizationalfunctions. LikeallPRPCroles,these

arecustomizabletomorecloselymatchthecompanysrolesand

responsibilities.

Role Description

Customer Service Representative (CSR) Acts as the point person of contact

Supervisor/Manager Ensures service availability and quality

Sales Representative Sells products to selected customers

Sales Manager Sets up and maintains territories and the sales campaigns available in

each territory

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2 Customer Process Manager - Interactions

PortalOverviewDemonstration

LoginandCACSRPortal

CurrentUser

Toolbar/Workspace/NavigationPanel/TaskBars

DashboardTask

Bar

ReportingGadgets

AnalyticsTaskbar

Interaction

Throughput

Quality

InteractionManagerTaskBar

MyWorkinProgressdisplaystheoperatorsWorklist

Find

Work

allows

the

operator

to

search

for

work

specific

work

MyGroupallowstheoperatoraccesstootheroperatorsworklistsand

workbasketcontents

EnterNewWorkenablesyoutocreatenewworkbasedoninbound

correspondence.Thisisalsocalledanonliveinteraction.

FindaContactorAccountthisgadgetpresentsvariouswaysof

searchingforaccountandcustomerinteraction. Thisgadgetalsoallows

theoperatortoinitiatealiveinteractionaswellasperformcustomer

research.

ManagerPortal

Dashboardalsoknownasthehomebase

Morestandardreportsareavailabletothemanager,suchasaging,

customersatisfactionsurvey,andknowledgemanagementreports

ManagerToolsTaskbar

QualityReview

CampaignManagement

TerritoryManagement

Thetoolbarenablesmanagerstoutilizethesamefeaturesavailableto

theCSR

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Customer Process Manager - Interactions 3

CPMLiveInteractions

Introduction

The

CPM

term

Interaction

represents

the

communication

between

a

customer

orcontactandthecontactcenter.

TwotypesofinteractionsexistinCPM:

1. Liveinteractions suchasphonecalls,webchats,customerwalkinsor

anyrealtimeservicerequest,andCTI,orComputerTelephony

Integration. Thesecapabilitiesareoftenusedtoallowthecallcenterto

receiveandinitiateliveinteractions.

2. NonliveinteractionsThoseactionsperformedafterthefact. Aletter,

emailorfaxreceivedallmightresultinacasebeingcreatedareexamples

ofnon

live

interactions.

WhentheCSRisinteractinginrealtimewiththecontact,aliveinteractionis

initiated. CPMthencreatesaninteractioncasewithacasenumberorWorkID

torecordalltheactivitiesandservicecasesthatresultfromthelivecustomer

interaction. ExperiencedSystemArchitectsshouldnotethatrequestsforwork

(cases)createdasaresultofthisinteractionaresimplynotedorreferencedin

theoriginatinginteractionobject. Theinteractioncaseandallservicecases

resultingfromtheinteractionareworkobjectsofthesametier,inheritingfrom

thesamepatternparentclass(ClassGroup).

CreatingaLive

Interaction

Demonstration

Tocreatealiveinteraction:

1. ClickontheInteractionManagertaskbar

2. ExpandtheFindaContactorAccountgadget

3. ClickontheInteractwithaCustomerlink

4. TheCSRreadsthedialogpromptscriptrequestingcustomerdetails. In

thiscaseitreads

5. TheTakeActionselectionboxisthenusedtodeterminethetypeofsearch

tobe

performed

6. TheCSRenterstheappropriatesearchcriteriaandclicksSubmit. Inthis

case,weresearchingforanaccountnumber.

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4 Customer Process Manager - Interactions

IdentifyingandVerifyingtheCustomerDemonstration

Atthispoint,youmayneedtoselectaparticularcontactassociatedwiththis

account,oryoumayneedtoverifythecustomeranddeterminetheirroleand

authorization.

1. Usingthedialogpromptasaguide,confirmwhoyouarespeakingto,such

as

2. SelecttheappropriatecontactandclickSubmit.

3. Again,usingthedialogpromptasaguide,verifythecustomer. Inorder

to

4. SelectthequestionansweredcorrectlyandclickSubmit.

TypesofProcessingServiceRequests

CPMInteractionViewdisplayspertinentinformationaboutthecustomer

CompositeInformation

Area

displays

tabular

view

of

customer

informationderivedfromCPMdatabase,aswellasdataretrievedfrom

externalsystems. Youhavetheabilitytocollapse,maximize,orrefreshthe

screenasnecessary.

CPMInteractionDriverpresentsaselectionofbusinessprocessesin

responsetothecallersservicerequest

Additionalprocessesmaybeaddedduringtheinteraction. Byselectingthe

category,thelistofavailableprocessesforthatcategoryappears:

By

clicking

one

or

more

of

the

Suggested

Processes

or

Other

Processes

on

theleft,theyareaddedtotheQueuedProcesseslistontheright.

DoubleclickingorselectingaqueuedprocessandselectingtheStart

Processbuttoninitiatesthequeuedprocessflow.

Onceaprocessiscomplete,CPMreturnsyoutotheinteractiondriver.

WrapUpisalwaysthefinalqueuedprocess.

ItisqueuedautomaticallybyCPM

TheWrapUpprocessisusefulforcapturingthecustomerdispositionat

theendofaliveinteraction. Youalsohavetheopportunitytoaddany

comments

regarding

the

interaction.

Finally,

click

Submit

to

end

the

interaction.

Onceyouaredonewiththeinteraction,youarereturnedtotheMy

WorkinProgressontheinteractionmanager,orifconnectedthrough

CTIwouldbringupthenextcall.

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Customer Process Manager - Interactions 5

CPMNonLiveInteractions

Introduction

Non

live

interactions

are

those

actions

performed

after

the

fact.

A

letter,

emailorfaxreceivedmightresultinacasebeingcreatedandareexamplesof

nonliveinteractions.

Therearetwomethodsofcreatingacaseviaanonliveinteraction:

1. AutomaticCaseCreationCPMmayautomaticallycreatenonlive

interactioncasesfor:

Inboundemails

Incomingfaxes

Incomingmail(processedthroughanimagingsystem)

2. ManualCaseCreationYoumaychoosetomanuallycreateinteractions.

Oneormorecases(serviceitems)arecreatedasaresultofaninteraction.

Someexamplesare:

Addresschange

Billinginquiry

Claim

Technicalsupportrequest

ManuallyCreatingaCaseDemonstration

Tocreateacasemanually,performthefollowingsteps:

1. SelecttheInteractionManagertab.

2. ExpandtheEnterNewWorkgadget.

3. ClicktheCreateInboundCorrespondenceCaselink.

4. SelecttheDateReceivedandtheChannelType,suchasMailforletter.

5. Associatethedocumentwithanaccountorcontact.

6.Enter

the

Document

Description.

7. PositionthedocumentinthescannerandclickScanDocument. Typically,

atthispointthescannerapplicationwouldbeavailable.

8. Oncetheletterisscanned,clickCreateCase.

9. ReviewtheinformationthatwasscannedandclickConfirm.