CustomerProcessManagerInteractions

eLearningCourseTranscript

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Contents
Introduction to Customer Process Manager ........................................................................................ 1
CPM CSR Portal Overview...................................................................................................................... 1
CPM Live Interactions ............................................................................................................................. 3
CPM Non-Live Interactions..................................................................................................................... 5

IntroductiontoCustomerProcessManager
CustomerProcessManager(CPM)isaprebuiltprocessorientedcontactcenter
applicationformanagingandautomatingcustomerserviceacrossmultiple
customertouchpoints.Therearecurrentlyfourdifferentversionsorflavors
availablefromPegasystems.
Threeverticalversionsforindustryspecificimplementationinclude:
1. CPMforCreditCard
2. CPMforHealthcare
3. CPMforInsurance
PegasystemsalsodeliversahorizontalcrossindustryversionofCPM.Wewill
beusingthecrossindustryhorizontalversioninthiscourse.
IwilldemonstratehowtonavigatewithinCPMandhowtousetwokey
capabilitiesofCPM:liveandnonliveinteractions.

CPMCSRPortalOverview
Introduction
LoggingintoCPMisjustlikeloggingintoanyotherPRPCapplication.Basedon
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

Customer Process Manager - Interactions

PortalOverviewDemonstration

LoginandCACSRPortal

CurrentUser

Toolbar/Workspace/NavigationPanel/TaskBars

DashboardTaskBar

ReportingGadgets

AnalyticsTaskbar

Interaction

Throughput

Quality

InteractionManagerTaskBar

MyWorkinProgressdisplaystheoperatorsWorklist

FindWorkallowstheoperatortosearchforworkspecificwork

MyGroupallowstheoperatoraccesstootheroperatorsworklistsand
workbasketcontents

EnterNewWorkenablesyoutocreatenewworkbasedoninbound
correspondence.Thisisalsocalledanonliveinteraction.

FindaContactorAccountthisgadgetpresentsvariouswaysof
searchingforaccountandcustomerinteraction.Thisgadgetalsoallows
theoperatortoinitiatealiveinteractionaswellasperformcustomer
research.

ManagerPortal

Dashboardalsoknownasthehomebase

Morestandardreportsareavailabletothemanager,suchasaging,
customersatisfactionsurvey,andknowledgemanagementreports

ManagerToolsTaskbar

QualityReview

CampaignManagement

TerritoryManagement

Thetoolbarenablesmanagerstoutilizethesamefeaturesavailableto
theCSR

Customer Process Manager - Interactions

CPMLiveInteractions
Introduction
TheCPMtermInteractionrepresentsthecommunicationbetweenacustomer
orcontactandthecontactcenter.
TwotypesofinteractionsexistinCPM:
1. Liveinteractionssuchasphonecalls,webchats,customerwalkinsor
anyrealtimeservicerequest,andCTI,orComputerTelephony
Integration.Thesecapabilitiesareoftenusedtoallowthecallcenterto
receiveandinitiateliveinteractions.
2. NonliveinteractionsThoseactionsperformedafterthefact.Aletter,
emailorfaxreceivedallmightresultinacasebeingcreatedareexamples
ofnonliveinteractions.
WhentheCSRisinteractinginrealtimewiththecontact,aliveinteractionis
initiated.CPMthencreatesaninteractioncasewithacasenumberorWorkID
torecordalltheactivitiesandservicecasesthatresultfromthelivecustomer
interaction.ExperiencedSystemArchitectsshouldnotethatrequestsforwork
(cases)createdasaresultofthisinteractionaresimplynotedorreferencedin
theoriginatinginteractionobject.Theinteractioncaseandallservicecases
resultingfromtheinteractionareworkobjectsofthesametier,inheritingfrom
thesamepatternparentclass(ClassGroup).

CreatingaLiveInteractionDemonstration
Tocreatealiveinteraction:
1. ClickontheInteractionManagertaskbar
2. ExpandtheFindaContactorAccountgadget
3. ClickontheInteractwithaCustomerlink
4. TheCSRreadsthedialogpromptscriptrequestingcustomerdetails.In
thiscaseitreads
5. TheTakeActionselectionboxisthenusedtodeterminethetypeofsearch
tobeperformed
6. TheCSRenterstheappropriatesearchcriteriaandclicksSubmit.Inthis
case,weresearchingforanaccountnumber.

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

CompositeInformationAreadisplaystabularviewofcustomer
informationderivedfromCPMdatabase,aswellasdataretrievedfrom
externalsystems.Youhavetheabilitytocollapse,maximize,orrefreshthe
screenasnecessary.

CPMInteractionDriverpresentsaselectionofbusinessprocessesin
responsetothecallersservicerequest

Additionalprocessesmaybeaddedduringtheinteraction.Byselectingthe
category,thelistofavailableprocessesforthatcategoryappears:

ByclickingoneormoreoftheSuggestedProcessesorOtherProcesseson
theleft,theyareaddedtotheQueuedProcesseslistontheright.

DoubleclickingorselectingaqueuedprocessandselectingtheStart
Processbuttoninitiatesthequeuedprocessflow.

Onceaprocessiscomplete,CPMreturnsyoutotheinteractiondriver.

WrapUpisalwaysthefinalqueuedprocess.

ItisqueuedautomaticallybyCPM

TheWrapUpprocessisusefulforcapturingthecustomerdispositionat
theendofaliveinteraction.Youalsohavetheopportunitytoaddany
commentsregardingtheinteraction.Finally,clickSubmittoendthe
interaction.

Onceyouaredonewiththeinteraction,youarereturnedtotheMy
WorkinProgressontheinteractionmanager,orifconnectedthrough
CTIwouldbringupthenextcall.

Customer Process Manager - Interactions

CPMNonLiveInteractions
Introduction
Nonliveinteractionsarethoseactionsperformedafterthefact.Aletter,
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. EntertheDocumentDescription.
7. PositionthedocumentinthescannerandclickScanDocument.Typically,
atthispointthescannerapplicationwouldbeavailable.
8. Oncetheletterisscanned,clickCreateCase.
9. ReviewtheinformationthatwasscannedandclickConfirm.