Customer Process Manager for Healthcare

Transcription

1 Customer Process Manager for Healthcare Implementation Guide 7.6 SP1

2 Copyright 2013 Pegasystems Inc., Cambridge, MA All rights reserved This document describes products and services of Pegasystems Inc. It may contain trade secrets and proprietary information. The document and product are protected by copyright and distributed under licenses restricting their use, copying distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This document is current as of the date of publication only. Changes in the document may be made from time to time at the discretion of Pegasystems. This document remains the property of Pegasystems and must be returned to it upon request. This document does not imply any commitment to offer or deliver the products or services described. This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems service consultant. For Pegasystems trademarks and registered trademarks, all rights reserved. Other brand or product names are trademarks of their respective holders. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors. This document or Help System could contain technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Pegasystems Inc. may make improvements and/or changes in the information described herein at any time. This document is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA Phone: (617) Fax: (617) Document: Software Version: 7.6 SP1 Updated: November 2013

3 Contents About This Document... i Who Should Read This Document?... i Guide Organization... i Documentation Set... ii Chapter 1: CPMHC Overview Optimized Interaction Management Smart Scripting and Guided Next-Step Processing Context-Sensitive User Interface One-and-Done Service Process Automation Multi-Channel Support Intelligent Sales and Marketing Campaigns Value-Based Service Level Management Quality Performance Management Real-Time Analytics and Reporting PegaCALL TM and CPMHC PegaCHAT and CPMHC Chapter 2: What Is Already Set Up CPMHC System Administrator Accounts Documenting Your Application RuleSet Hierarchy CPMHC Application Definitions Key CPMHC Work Classes Key CPMHC Data Classes Inheriting from CPMHC Classes Configuring CPMHC Application Settings Work Object Prefixes and Naming Conventions Predefined Organizations, Divisions, and Units Work Groups and Workbaskets Operators and Access Groups Predefined Access Roles and Privileges CPMHC User Portals CPMHCCSR_Portal

4 CPMHCManager_Portal CPMHC Manager_Portal Gadgets CPMHC Tables in the PegaRULES Database Work Tables Rule and DataTables PegaCALL Tables Sample Database Tables for CPMHC Integration CPM Agents Chapter 3: Modifying the CPMHC User Interface Understanding CPMHC Portals and Navigation Methods CPMHC Portal Types Understanding CPMHC Interaction Navigation Options Choosing Interaction Navigation Methods Configuring Interaction Navigation Preferences Understanding CPMHC Portal Skins and Styles Extending and Customizing the CPM Styles Configuring CPMHC Portals Understanding Key Portal Components Configuring Portal Headers Accessing Advanced Parameters for Portal Gadgets Configuring the Portal Gadget Configuring the General Work Gadget Configuring the My Favorites Gadget Adding a Data Source as a Favorite Configuring RSS News Feeds Configuring CPMHC Portal Search Configuring Portal Search for External Data Sources Configuring Search for Cases/Work Objects Working with CPMHC Harnesses Incorporating Scripts into Custom Harnesses Creating Conditional Harness Sections Customizing the CPMHC Composite Using Other CPMHC UI Configuration Controls Updating User Interface Screens Using Field Values

5 Configuring List Maximums Chapter 4: Using CPMHC Landing Pages Accessing CPMHC Landing Pages Common Landing Page Controls Using the My Application Filter Using Landing Page Update Functions Using List Sort and Filter Functions Understanding Configuration Alerts Configuring Your Application using Landing Pages Interaction Types Interaction Driver Configuring the Display of the Select Action Panel in Tabbed Navigation Interaction Tasks Service Types Service Accelerator Intent and Content Suggestions CPM Composite CPM Data Sources Dialog Cross Reference Dialog General Options Content Inventory Content Cross Reference Hot Topics Content by Author Knowledge Updates Coaching Tip Inventory Quality Review Analysis CPM Themes CPM Version CPM Hotfixes Class Settings Application Behavior Chapter 5: Configuring Interactions Configuring Interaction Starting Menus and Activities

6 Configuring the Auto-Accept Screen Pop Adding Workflows as Interaction Tasks Adding Task Categories to the Interaction Driver Adding Workflow Processes to Interaction Task Categories Configuring the Display Order of Intent Tasks in the Interaction Driver Configuring the Conditional Display of Intent Tasks Creating Multiple Interaction Driver Categories for Tasks in the Same Class Displaying Top-Rated Knowledge Links Adding Custom Content to an Interaction Driver Suggestting or Queueing Service Processes Modifying Business Process Suggestions Repeating Suggested Tasks Configuring Intent When Rules Configuring Task Suggestions on the Confirm Harness Configuring Data Sources Configuring External Tasks Configuring Adaptive Suggestions Configuring Interaction Preferences Configuring Customer Verification Defining Call Reasons Configuring the CPMHC InteractionTimer Dynamically Setting the Interaction Timer SLA Changing Default Caller Satisfaction and Disposition Settings Changing Net Promoter Settings Configuring Suggested Work Item Reviews Configuring Interaction Goals Configuring Dialog Controls Configuring the Dialog Method Defining Dialog Script Skill Levels Defining Reference Properties with Dialog Scripts Configuring Tabbed Navigation Interaction Greetings Chapter 6: Configuring Service Processes Using the CPMHC Service Process Accelerator to Create New Service Processes Setting up the CPM Service Process Accelerator

7 Testing and Fine Tuning the New Process Troubleshooting Configuring Federated Cases Using the Service Process Accelerator Manually Creating New Service Processes Step 1: Creating a New Service Object Class Step 2: Creating New Service Object Properties Step 3: Creating New Service Workflows Step 4: Creating Starting Workflow Activities Step 5: Creating Service Levels Step 6: Creating Default Workflow Data Transform Step 7: Configuring the PRPC Case Type Rule Step 8: Adding Workflow Processes as Interaction Tasks Step 9: Adding Workflows to the Work Class Map Value Rule Step 10: Creating Field Values Step 11: Creating a Section Step 12: Updating your Application Rule Step 13: Creating an Application Use Case Creating Knowledge Content and Processes Creating Knowledge Categories Creating a Knowledge Topic Authoring Knowledge Content Recommending Knowledge Content Enabling Knowledge Content Search Configuring Knowledge Content Rating Adding a FAQ Process Adding a Diagnostic Process Configuring Communication Processes Changing CPMHC Default Values Complaint and Compliment Reasons General Service Item Types Transaction Dispute Reasons Address Types Communication Option Types Location Information

8 Chapter 7: Configuring Other CPMHC Components Configuring System Generated Priority Notes Configuring Call Volume Alerts Configuring the Callback # Configuring Express Actions Configuring the Express History Control to Enable Info Tracking Configuring Child Interaction Tabs Setting Up Campaigns and Opportunities Configuring Offer Types Adding a Campaign Modifying Campaign Scripts and Objection Text Changing the Default Opportunity and Offer Functions Configuring Service Level Rules Configuring SLA Profiles Defining Override Profiles Configuring CPMHC Reports Configuring the Estimated Application Savings Report Incorporating Charts in Portals Disabling the RDE Date Properties Configuring Quality Review and Customer Satisfaction Surveys Configuring Survey Rules Configuring Survey Rating Categories Configuring Survey Selection Determining Interactions to Survey for Customer Satisfaction Using Contact Security Facilities In a Rule-Obj-When Rule From Direct Calls in HTML From a Generic Function Defining Products and Product Types Chapter 8: Setting Up Communications CPMHC Correspondence Templates Setting Up Correspondence Verification Setting Up Inbound Creating an Listener

9 Creating an Account Configuring SMS Notifications Setting Up Print and Outbound Fax Capabilities Configuring Computer Telephony Integration General Telephony Configuration Functions Sample Voice and Data Transfer Capabilities Configuring Voice and Data Transfer Configuring Expert Assist Chapter 9: Integrating CPMHC Creating Integration Activities Healthcare Object Data Classes Modifying Sample Activities Appendix A: Composite Screen Data Mapping.A-1 Provider Composite Gadget... A-2 Practitioner Tab... A-3 Practitioner Tab Composite Labels and Properties... A-3 Provider Entity Tab... A-4 Provider Entity Tab Composite Labels and Properties... A-4 Credentials Tab... A-7 Credentials Tab Composite Labels and Properties... A-7 Claims & Authorizations Tab... A-8 Claims Tab Composite Labels and Properties... A-8 Authorizations Tab Composite Labels and Properties... A-9 Member Composite Gadget... A-9 Policy Tab... A-10 Policy Tab Composite Labels and Properties... A-10 Member Tab... A-11 Member Tab Composite Labels and Properties... A-12 Claims & Authorizations Tab... A-14 Claims Tab Composite Labels and Properties... A-14 Authorizations Tab Composite Labels and Properties... A-14 Appendix B: CPMHC UI Styles... B-1 Creating a Custom Skin... B-2 Common Style Elements... B-3

10 Styles in CPMSkinTemplate_1... B-9 Appendix C: CPMHC Glossary... C-1

11 About This Document This document describes the design, structure, and processing elements in Customer Process Manager (CPM) for Healthcare solutions for Member Services and Provider Services (collectively referred to as the Customer Process Manager for Healthcare Framework or CPMHC) that are ready for you to use to configure and deploy the framework for its initial production use. Who Should Read This Document? Business Managers responsible for evaluating the solution and possess a general, non-technical understanding of its features and capabilities Project Managers / Business Analysts responsible for implementing a solution that can be applied to specific business requirements, ensuring compliance and continuous improvement across organizations System Architects / Application Developers responsible for building, maintaining, modifying, and extending the solution System and Database Administrators responsible for the installation, security, and ongoing operational functions of the CPMHC such as access, tuning, and troubleshooting; presumed to be experienced with system operations. Guide Organization This guide contains the following chapters and appendices. Chapter 1: CPMHC Overview Chapter 2: What is Already Set Up Chapter 3: Modifying the CPMHC User Interface Chapter 4: Using CPMHC Landing Pages Chapter 5: Configuring Interactions Chapter 6: Configuring Service Processes Chapter 7: Configuring Other CPMHC Components Chapter 8: Setting Up Communications Gives a business overview of the framework Provides information about what is already set up in the system and some changes you need to make to begin deployment of CPMHC Describes how to configure CPMHC user interface components Describes how to use the CPMHC landing pages to view and configure your application Describes the setup and configuration of rules, controls and data elements that control the processing of CPMHC interactions Describes how to extend CPMHC service process functions Describes the configuration of additional CPMHC components Describes how to setup and configure CPMHC communication functions i

12 Chapter 9: Integrating CPMHC Appendix A: Composite Screen Data Mapping Appendix B: CPMHC UI Styles Appendix C: CPMHC Glossary Describes activities, data classes and other integration elements used to integrated CPMHC with your information systems or to launch processes in other systems Provides the clipboard page label, tag names, and sample values for each of the composite screen sections. Describes the various CPMHC UI elements and how they are styled Contains a table of common CPMHC and Healthcare terms Documentation Set In addition to this document, the CPMHC documentation set includes: Customer Process Manager for Healthcare Provider Services User Guide describes how to use Provider Services. It is intended for users and their managers. Customer Process Manager for Healthcare Member Services User Guide describes how to use Member Services and is intended for users and their managers Customer Process Manager for Healthcare Installation Guide describes how to install the healthcare framework following the installation or upgrade of Customer Process Manager Customer Process Manager for Healthcare Upgrade Guide describes how to upgrade CPMHC from a previous release. install the healthcare framework following the installation or upgrade of Customer Process Manager PegaCALL Configuration and Operations Guide describes how to configure and operate PegaCALL in your telephony environment. PegaCHAT Implementation Guide describes how to implement PegaCHAT for customer service via web-based chat. All sources are available on the Pega Developer Network (PDN) a section of the Pegasystems Support Network located at pdn.pega.com. In addition, configuration details, technical notes and how to articles for using PRPC can be accessed in the online Application Developer Help and on the PDN. ii

13 Chapter 1: CPMHC Overview Customer Process Manager for Healthcare helps reduce service costs and improve customer satisfaction through a process-driven approach that helps to resolve customer issues quickly at the point of contact. With CPMHC, your company has new capabilities to: Improve service effectiveness Increase operational productivity Increase customer retention and cross-sell revenue Reduce training time Ensure an optimal customer service experience Optimized Interaction Management The CPMHC Interaction Driver helps optimize every customer interaction. Its built-in intelligence automatically queues business processes based on your company policies as well as on anticipated customer requests. As a result, you can act on service requests before your customers even ask reducing your callback frequency and increasing first-call resolution rate. Smart Scripting and Guided Next-Step Processing With CPMHC, smart scripting and next-step workflows guide you through every customer interaction reducing training time and ensuring service consistency. Comprehensive dialog management facilities enable you to create dynamic personalized scripts for the customer within the context of the interaction. Context-Sensitive User Interface CPMHC employs a web-based user interface that dynamically presents information when and where you need it. By presenting information that is both relevant to the customer, the current context, and to the task you are performing. CPMHC gives you the smart way to handle customer interactions. The browser-based interface means that CPMHC is easy to deploy across your organizations. Optionally, your company can integrate forms and windows into other application portals. One-and-Done Service Process Automation Through automated best-practice service workflows that are directly integrated with your legacy and back-end systems in real time, you can resolve customer issues quickly without transferring or calling back customers, and without passing service fulfillment to the back office. The result is more efficient and effective service. Other capabilities such as automatic correspondence and service request audit trails minimize manual work and reduce time-consuming work transfer. 1-1

14 Multi-Channel Support CPMHC includes integrated, multi-channel support capabilities for managing telephone, e- mail, and Web-based service interactions. Using PegaCALL TM,CPMHC provides robust CTI support including adaptive screen pops, desktop telephony controls, and enhanced call-out facilities. By leveraging, the business rules engine architecture; you can re-use your business processes and rules across channels from the IVR to the Web. Intelligent Sales and Marketing Campaigns With its intelligent campaign and offer management capabilities, CPMHC helps you deliver the right offer to the right customer at the right time. Integrated campaign setup and tracking capabilities enable you to easily manage your company s cross-sell, retention, reward, and restitution campaigns. Value-Based Service Level Management To help you meet important performance objectives, CPMHC provides sophisticated facilities for managing value-based service level agreements (SLA). You can assign and monitor work to ensure tasks are completed according to business priority and customer value. Quality Performance Management CPMHC provides comprehensive quality review management capabilities to evaluate and monitor employee performance against your company s quality criteria. Dynamic coaching tips improve productivity and reduce training time by delivering real-time advice and instructions to individual employees while they are interacting with customers. Real-Time Analytics and Reporting CPMHC includes a wide variety of standard reports and graphs providing real-time information regarding processes, work, assignments, and historical data for analyzing contact center performance over time. Powerful drill-down analysis capabilities enable you to travel from a summary view of your entire operation down to the details of a single service-request case. PegaCALL TM and CPMHC PegaCALL TM provides Computer Telephony Integration (CTI) to improve contact center operations. PegaCALL enhances telephone-based customer interactions such as service inquiries, telemarketing, sales, and collection efforts by integrating business process management capabilities with telephony hardware, software, and industry-standard APIs. Implementing CTI in contact centers typically involves connecting a computer system to an IVR and a telephone switch. The IVR passes information about calls it is servicing to Customer Process Manager and provides critical information if and when the caller decides to speak to a customer service representative (CSR). This information typically includes the caller s account number as punched into the touch-tone phone and other information about the IVR interaction. 1-2

15 A telephone switch (PBX or ACD) provides CPMHC with information about the call whichenables CPMHC to present customer and call details to the CSR in a screen popas the call arrives. The connection between the ACD and the PegaCALL application also allows CSRs to issue telephone switch commands from the workflow for controlling the call. Examples of such commands are hanging up on a call, transferring a call, and making the CSR phone not ready for calls. For information about configuring PegaCALL, see the PegaCALL Configuration and Operations Guide for your CTI platform. PegaCHAT and CPMHC PegaCHAT provides a pre-configured foundation of rules for the integration of CPMHC with third party chat applications. PegaCHAT enhances CPMHC s multichannel offerings to provide immediate, on-demand customer service over the Web. CPMHC s unique portal design supports simultaneous, concurrent interactions, increasing user productivity. PegaCHAT rules are installed with CPMHC. You must be licensed to use PegaCHAT in your environment. For information about configuring PegaCHAT, see the PegaCHAT Configuration and Operations Guide. 1-3

16 Chapter 2: What Is Already Set Up This chapter provides information about what is already set up in the system and some changes you need to make to begin deployment of the CPMHC Framework. The topics covered in this chapter are: System Administrator Accounts Documenting Your Application RuleSet Hierarchy CPMHC Application Definitions Key CPMHC Work Classes Key CPMHC Data Classes Inheriting from CPMHC Classes Configuring CPMHC Application Settings Predefined Organizations, Divisions, and Units Work Object Prefixes and Naming Conventions Work Groups and Workbaskets Operators and Access Groups Access Roles and Privileges CPMHC User Portals CPMHC Tables included in the PegaRULES Database Sample Database Tables for CPMHC Integration CPM Agents 2-1

17 CPMHC System Administrator Accounts CPMHC uses the following Operator IDs as the system administrator accounts. These Operator IDs give you access to all the CPMHC functions. CPMHC Suite (Member & Provider Services) Operator ID: CPMHCSysAdmin Password: install CPMHC Member Services Operator ID: CPMHCMSSysAdmin Password: install CPMHC Provider Services Operator ID: CPMHCPSSysAdmin Password: install Documenting Your Application Before you begin the deployment process, it is important to understand what classes, rules, and flows already exist. All PegaRULES Process Commander Frameworks have a selfdocumenting feature that enables you to develop and document your application simultaneously, making it easy for any developer to continue where they left off. Using the Application Document Wizard along with this guide helps you understand what has been delivered and what has changed as you deploy CPMHC into your test and production environment. You can access the wizard by selecting > Application > Tools >Document. See the PDN article Using the Application Document Wizard for information about how to use this feature. Application and CPM landing pages launched from the in the Designer Studio provide you with access to information about your application and CPM. Multiple features allow you to document your application and its use cases, obtain an inventory of rules, and review recent changes and developer activity, and more. As you extend your Framework, adopt the best practice to complete the Full Description and Usage fields on the History tab of each rule form. Enter information in these fields that explains what the rule is for and how it is used. This information is displayed in some landing pages for reference, and you can then create a list view report that shows the information you entered for each rule. 2-2

18 RuleSet Hierarchy You can view a list of the RuleSets in the framework from the Designer Studio by selecting the > Application > Structure > RuleSet Stack landing page option. The RuleSet Stack tab displays the high level RuleSet stack for each application rule defined in the framework. Expand an application to list its RuleSets. Key CPMHC & CPM RuleSets are: MyCoCPMHC, MyCPMHCMbr, MyCoCPMHCPrv CPMHC sample rules for such things as dialog scripts, campaigns, and knowledge content 2-3

19 CPMHC-SocialIntercept rules for CPM s Social Media Integrations Note: These RuleSets are typically removed from the hierarchy before production deployment. PegaCPMHCMbr, PegaCPMHCPrv base rules for CPMHC processes and data definitions: your site-specific RuleSets should use the appropriate PegaCPMHC RuleSet as a pre-requisite CPM-PegaNPS extends the ad Net Promoter framework in CPMHC to reflect recent customer NPS ratings and the ability to adapt CSR behavior to help retain promoters and convert detractors PegaFW-NPS Net Promoter Score (NPS ) Framework that enables NPS surveys, follow-up, and analysis from customer interactions CPMHC-Reports, CPM-Reports CPMHC report definition rules used in dashboards and the report browser PegaHC_CPMHC the common healthcare application rulesets that would be used for any healthcare application; required for all healthcare functions that share many of the classes from this RuleSet for common objects such as member, provider, and claims PegaAppCA base rules for the CPM processes and data definitions PegaFW-NewsFeed base rules for CPM News Feed functionality (RSS/ATOM) Pega-FW-OAuth functions to build the OAuth authorization parameters required for Social Media Integrations with CPM Pega-LP_CPM rules for CPM landing pages PegaAppCTI application rules supporting CTI functions and public APIs PegaApp base rules for common, non-industry application processes and data definitions Review the PegaRULES application rule to view a complete list of the PRPC RuleSets. RuleSets are arranged hierarchically with the more general rules at the bottom and more specific rules at the top. The RuleSets at the bottom are standard in all applications and control the underlying PRPC operation while the rules towards the top control CPMHC application functions. RuleSet order is critical to rule resolution. To find the appropriate rule, PRPC begins with the top RuleSet in the list, and if the rule is not found moves to the next RuleSet. In this manner, custom, site-specific rules have precedence over application specific rules. 2-4

20 CPMHC Application Definitions Application rules contain specification details and specific configuration for applications defined using PRPC. CPMHC ships with several pre-defined applications. Applications are arranged hierarchically and inherit from each other. To extend CPMHC s features, you create applications that inherit from CPMHC applications. MyCoCPMHCSuper, MyCoCPMHCMbr, MyCoCPMHCPrv Built on application: CPMHCSuper, CPMHCMbr, CPMHCPrv respectively MyCoCPMHCSuper (combined Member & Provider Services) Note: MyCoCPMHCMbr (only Member Services), and MyCoCPMHCPrv (only Provider Services) are sample applications built on the core CPMHC applications that provides samples configuration and extensions. This Application should not be part of your production application hierarchy. CPMHCSuper, CPMHCMbr, CPMHCPrv Built on application: CPMHC Contains the core application RuleSets required to use basic CPMHC framework functions and defines the standard use cases and classes for member and provider interactions and service processes CPMHCSuper combines Member and Provider Services Rulesets; your site-specific applications should inherit from one of these applications in order to extend its features. CPMHC Built on application: PegaHC_CPMHC Contains the core CPMHC application RuleSets common to both Member Services and Provider Services PegaHC_CPMHC Built on application: CPM Contains the core RuleSets of the Healthcare Industry Foundation that support all Pega Healthcare Solutions CPM Built on application: PegaChannelServices CPM contains the core application RuleSets of the common CPM platform and defines the standard use cases and classes for interactions and service processes of the common CPM layer 2-5

21 PegaChannelServices Build on application:pegarules PegaChannelServices contains base RuleSets for Pega frameworks and integration RuleSets, classes and use cases for CTI and Chat integrations. Key CPMHC Work Classes The classes in PegaCPMHC-Work contain the CPMHC specific work related rules. Work classes organize the different types of work required by users. You can view the CPMHC work class structure in CPMHC from the Application Explorer. The diagram below shows the CPMHC work class inheritance. The following images show three views of the Work classes the CPMHC suite that includes member and provider services, member services only, and provider services only. 2-6

22 CPMHC Work Classes for Suite 2-7

23 CPMHC Work Classes for Member Services 2-8

24 CPMHC Work Classes for Provider Services 2-9

25 Key CPMHC Data Classes The PegaCPMHC-Data-, PegaCPMHC-Interface-, and PegaCPMHC-Party- data classes contain the CPMHC rules associated with data. The following diagrams show the class inheritance of the data classes and the subclasses they support. PegaCPMHC-Data- 2-10

26 PegaCPMHC-Interface- PegaCPMHC-Party- 2-11

27 Inheriting from CPMHC Classes When you deploy CPMHC in your environment, it is important that your class structure inherit from the CPMHC class structure. The following table provides an example of how a company named Acme inherits from CPMHC work classes using both directed and pattern inheritance. See the Application Developer Help and the PDN for more about setting up directed and pattern inheritance at your site. Class Your Class Group? Inherits From Acme-CPMHC-Work Acme-CPMHC-Work- MemberEligibility Yes No PegaCPMHC-Work (directed) Acme-CPMHC- (pattern) PegaCPMHC-Work-MemberEligibility (directed) Acme-CPMHC-Work (pattern) Acme-CPMHC-Work- CustomProcess No Acme-CPMHC-Work (directed) Acme-CPMHC-Work-Interaction Yes PegaCPMHC-Work-Interaction (directed) Acme-CPMHC-Work (pattern) Acme-CPMHC-Work-Interaction- Call No PegaCPMHC-Work-Interaction-Call (directed) Acme-CPMHC-Work-Interaction (pattern) Configuring CPMHC Application Settings CPMHC application configuration settings are consolidated into a single map value rule to simplify configuration. You must configure this map value in order for your CPMHC-based application to execute properly at runtime and your application configuration to be reflected in the CPM landing pages on the developer desktop. Each application built on the CPMHC application can maintain separate configuration settings, allowing multiple applications in the same environment to maintain their own behaviors. 2-12

28 To update these settings, copy the CAApplicationSettings map value rule into an open RuleSet defined within your application. Edit the values in the Response column to reflect your site s class structure and preferences. This table describes the Request Name values that you enter. Request Name Interaction SiteSpecificClassGroup QualityReview ServiceClassGroup DialogClass Description Specify the name of the interaction class group that inherits from PegaCPMHC-Work-Interaction Specify the name of the work class group that inherits from PegaCPMHC-Work Specify the class group to be used for Quality Review work types. This should inherit from PegaCPMHC- Work-QualityReview Specify the class group to be used for service process work types. This class group should inherit from PegaCPMHC-Work Specify the class used to store dialog rules. This setting will be updated by the Dialog Options landing page. See Chapter 4 Landing Pages for details 2-13

29 Request Name KnowledgeContentClass SiteSpecificPrefix DialogMethod CompositeSearchDefault FlowType AutoRefreshMyWork AllowDuplicateTaskOpen DisplayCallVolume CallVolumeRefreshRate CPMDefaultToReportBrowser RefreshSection Description Specify the class used to store Knowledge Content rules. For more details on Knowledge Content rules, see Chapter 6 Service Processes. Specify a prefix to be used with the CPM Service Process Accelerator. The accelerator will add this prefix to flow rules and SLA rules created for easier identification Specify flowaction to associate dialog rules with each flow action in a process. Specify assignment to associate dialog rules with assignments in a process. These values can also be configured using the Dialog General Options landing page. Controls the default tab that displays when the search interaction and service items are selected from the composite. Setting this to Service Items will set the service item search as the default tab Setting this to Interaction Items will set the Interaction search as the default tab. Determines of CPMHC flows are presented in the designer portal. Valid values are Modeler or Visio. Setting this option to true will refresh the user s worklist on the dashboard whenever they return to the dashboard if they have completed an interaction or work item/case.. Determines whether users are allowed to open multiple instances of the same service process during an interaction. Setting this option to true allows CSR s to launch the same service process in parallel (e.g.opening 3 of the same service processes at the same time during an interaction). Setting this option to true will display the Contact Center Volume alerts gadget on the CPMHC CSR and CPMHC Manager Portals. Specify the refresh rate (in seconds) for the Contact Center Volume alerts gadget. Setting this option to true will display the Report Browser in the CPMHC Manager Portal. When set to false, the Analytics tab displays in the above portals. Setting this option to true allows Sections in the Interaction Driver to automatically refresh with certain UI events so the Sections remain in-context with the current process. 2-14

30 Request Name Default Description Leave this value blank Work Object Prefixes and Naming Conventions Work objects (cases) capture and process information about an individual unit of work. When CPMHC initiates a work object, a predefined model rule populates key property values that directly affect the work object. As work objects progress towards resolution, core property values - such as priority and status - are updated to reflect the current state of processing. Each work object has a unique property named.pyid that is computed by combining a system assigned number and a prefix,.pyworkidprefix, defined by the work object model. The table below lists the prefixes used by CPMHC. ID Prefix Work Object Class Description I- PegaCPMHC-Work- Used for interaction work objects Interaction K- PegaCPMHC-Work-KM- UpdateProcess Q- PegaCPMHC-Work- QualityReview QM- PegaCPMHC-Work- QualityReview-Gen pxcpma- PegaCA-Work- CPMAccelProject Used for knowledge content update processing Used for quality review work objects Used for the quality review selection process Used by the CPMHC Service Process Accelerator for creating new service processes S- PegaCPMHC-Work Used for all non-interaction customer service work objects C- PegaCPMHC-Work-Cover Used for non-interaction customer service work cases (cover objects) NPS- PegaFW-NPS-Survey Used for Net Promoter surveys and followup cases PegaFW-NPS-Survey- FollowUp 2-15

31 Predefined Organizations, Divisions, and Units CPMHC comes with the following predefined organization, division, and units. To display the organizational chart, select > Org & Security > Organization > Organizational Chart landing page option. Work Groups and Workbaskets Your application supports two models for distributing work: worklists and workbaskets. A worklist is associated with an operator ID and contains a list of assignments, organized by urgency, for a specific user. Worklists are instances of Data-Admin-Operator-ID. A workbasket is a centralized, shared pool of assignments from which several users can select cases on which to work. Workbaskets are instances of Data-Admin-WorkBasket. 2-16

32 The table below lists the default work groups, workbaskets and worklists used by CPMHC. Work Groups Default Workbaskets CoachingSession Complaints EnrollmentNewborn FulfillmentIDCard GeneralService InboundCorrespondence InboundSocial KnowledgeUpdate MaterialFulfillment Worklists CPMHCCSR CPMHCCSRBO CPMHCMGR CPMHCSysAdmin CPMHCMSCSR CPMHCMSCSRBO CPMHCMSMGR CPMHCMSSysAdmin MemberResearch Opportunities OutboundCorrespondence ProviderResearch Quality Review SurveyReview NPSSurveyFollowup NPSSurveyFollowup CPMHCPSCSR CPMHCPSCSRBO CPMHCPSMGR CPMHCPSSysAdmin CPMHCPSMgr Note: The worklists installed with your framework depend on whether you have purchased Member Services (CPMHCMS prefix) or Provider Services (CPMHCPS prefix) or the both (CPMHC prefix) Operators and Access Groups CPMHC ships with the following operators and access groups. Operator passwords are set to install. Operator CPMHCCSR CPMHCCSRBO CPMHCMGR CPMHCSALESMGR CPMHCSALESREP CPMHCSYSADMIN CPMHCMSCSR CPMHCMSCSRBO CPMHCMSMGR CPMHCMSSALESMGR CPMHCMSSALESREP Access Group CPMHC:CSR CPMHC:CSRBO CPMHC:MGR CPMHC:SALESMGR CPMHC:SALESREP CPMHC:SYSADMIN CPMHC:MSCSR CPMHC:MSCSRBO CPMHC:MSMGR CPMHC:MSSALESMGR CPMHC:MSSALESREP 2-17

33 Operator CPMHCMSSYSADMIN CPMHCPSCSR CPMHCPSCSRBO CPMHCPSMGR CPMHCPSSALESMGR CPMHCPSSALESREP CPMHCPSSYSADMIN Access Group CPMHC:MSSYSADMIN CPMHC:PSCSR CPMHC:PSCSRBO CPMHC:PSMGR CPMHC:PSSALESMGR CPMHC:PSSALESREP CPMHC:PSSYSADMIN Note: The operators and access groups installed with your framework depend on whether you have purchased Member Services (CPMHCMS prefix) or Provider Services (CPMHCPS prefix) or the both (CPMHC prefix) Predefined Access Roles and Privileges The Framework includes a set of predefined access roles and privileges for the standard framework user roles. For information about how to create your own access roles and privileges, see Application Developer Help or the PDN. The privileges shown in this table apply to the PegaHC, PegaCPMHC-Work, and PegaCPMHC- Work-Interaction classes. Access Roles CPMHC:CSR CPMHC:MSCSR Privileges CPMHC:PSCSR CPMHC:CSRBO CPMHC:MGR CPMHC:SYSADFMIN CPMHC:MSCSRBO CPMHC:MSMGR CPMHC:MSSYSADMIN CPMHC:PSCSRBO CPMHC:PSMGR CPMHC:PSSYSADMIN Perform Update Reopen x x x AssignExpertSkills x x AssignKnowledgeContent x x QualityReview x x SelectUITheme x x x UpdateDialog x x UpdateCampaigns x x UpdateCoachingTips x x UpdateHotKeys x x x UpdateHotKeysAdmin x UpdateNavigation x x x ViewManagerContent x x 2-18

34 CPMHC User Portals This section shows representative portal layouts that users in different roles see on their home page when they log into CPMHC. It also includes a table of gadgets and functions associated with each of the user portals: CPMHCCSR_Portal customer service representative CPMHCManager_Portal customer service manager e CPMHC 7.5 release, the legacy CPMHC UI and CPMHCCSR_Portal CSR Portal Gadgets Area Home/Dashboard Home/Report Browser Manager Tools (requires CPMHC:MGR role) Portal Controls Gadget/Function Dashboard Graphs My Work Find Reports Browser (All Reports) Create Standard Reports Shared Reports Quality Review Management Campaign Management Social Media Tools Reassign Work Chat Tools Call Volume Indicator Phone Tools 2-19

35 Area Gadget/Function New Work Menu Search Operator Menu CPMHCManager_Portal CPMHC Manager_Portal Gadgets Tab Home/Dashboard Home/Report Browser Home/Manager Tools Portal Controls Gadget/Functions Dashboard Graphs My Work Find Reports Browser (All Reports) Create Standard Reports Shared Reports Personal Reports Campaign Management Reassign Work New Work Menu Search Operator Menu 2-20

36 CPMHC Tables in the PegaRULES Database When CPMHC is installed, the following tables are added to the internal PegaRULES database to manage work data and rules. The schemas for these databases can be viewed and modified via the Database Schema wizard that is launched from the landing page. > Data Model > Tools > Modify Database Schema Work Tables cpmhc_work interaction and service work objects cpmhc_index_interactions index of interaction objects to support fast data retrieval pca_index-relatedinteractions index of related interactions to a common workitem pca_qualityrvw quality review work objects pca_intent_context demographic interaction snapshot data; used for adaptive suggestions pca_intent_usage intent usage data; used for adaptive suggestions pca_intent_summary roll-up of intent context and usage data; used for adaptive suggestions pca_kmfrequency data about the usage of knowledge content pca_rating_knowcont user ratings of knowledge content pca_rating_sum_knowcont roll-up of knowledge content ratings pa_rating reference table for rating functions pa_rating reference table for rating functions pca_index_knowcont_classes index for knowledge content suggestion classes when referenced in corresponding knowledge content rule criteria Rule and DataTables pa_product information about your company s products pa_product_type information about your company s product categories pca_assigned_tip coaching tip assignments to users and workgroups pca_index_assoc_ctip index for coaching tip assignment rules pca_index_assoc_dialog index for dialog assignment rules pca_index_assoc_knowcont index for knowledge content assignments pca_rule_assoc_ctip coaching tip assignment rules pca_rule_assoc_dialog dialog assignment rules pca_rule_assoc_knowcont knowledge content assignment rules 2-21

37 pca_rule_campaign campaign rules pca_rule_dialog dialog rules pca_rule_knowcont knowledge content rules pca_rule_task task rules used by the CPMHC interaction driver pca_slaoverride service level overrides set for individual customers pfw_nps_survey NPS framework survey rules pca_nps_survey rules that extend the NPS framework survey rules pca_myfavorites data related to user-specified favorites PegaCALL Tables pa_cti_call call data from the telephony environment pa_cti_ivrdata additional call data that is not attached to the call pa_call_transfer transient CTI call transfer data Note: Consult your database administrator to customize and tune the database tables for optimal performance. Sample Database Tables for CPMHC Integration CPMHC also comes with a set of industry-standard sample database tables that simulate customer information you can use for demonstration and testing until your system is integrated with your legacy databases. For a list of those tables and details about the data stored in each table, see Chapter 9 Integrating CPMHC. CPM Agents Agents are internal processes on the server that run activities in the background according to a schedule (rather than being called by user processing). To view the CPM agents, from the Class Explorer, select Rule- >Agent- > Queue and select the CPM Agents instance. There are three agents that support CPM and reside in the PegaAppCA ruleset: -CAAggregateData: Deprecated in 6.3 -ReassignToTransferor: This agent runs on a specified interval and calls the CACTIReassignToTransferor activity that reassigns transferred calls that have not been picked up from the transferred workbasket back to the original transferor. This agent should be enabled after the CPM installation. -RatingAggregateData: This agent runs on the specified interval and calls the AppAggregateRatings activity to roll-up knowledge content ratings by users to determine 2-22

38 the most useful content is presented to users during help or FAQ processing. The summary ratings are stored in the pca_rating_sum_knowcont table in the PegaRULES database. Note: You can also view and enable/disable agents through the System Management Application: >System > Tools > System Management Application, select proper Node, Agent Management >Agents. 2-23

39 Chapter 3: Modifying the CPMHC User Interface This chapter describes how to configure CPMHC user interface components. Sections are: Understanding CPMHC Portal Types and Navigation Methods Configuring CPMHC Portals Configuring Portal Search Working with CPMHC Harnesses Using Other CPMHC UI Configuration Controls Understanding CPMHC Portals and Navigation Methods This section includes the following topics: CPM Portal Types Understanding CPMHC Interaction Navigation Options Understanding CPMHC Portal Skins and Styles CPMHC Portal Types CPMHC includes two purpose-specific portal types. Your implementation can use one or both of these portal types depending on your site-specific needs. Portals are designed to share or re-use sections and other UI elements. CPMHC Interaction Portal designed for contact center personnel who manage multiple-simultaneous customer interactions (such as phone, , chat), and manage post-interaction and other work. CPMHC Customer Case Portal designed for other front-office personnel that need to manage customer requests and obligations. 3-1

40 CPMHC Interaction Portal Using the CPMHC Interaction Portal, CSRs can manage multiple, simultaneous customer interactions, such as phone, or chat interactions. CSRs can switch between interactions by accessing the Interaction Tabs on the right side of the portal. CPMHC supports two navigation methods during customer interactions Classic and Tabbed. These navigation modes let you select the best user experience for your employees that match their skill levels, work style, and role. For further information, refer to the topic Choosing Interaction Navigation Methods in this chapter. At any point, the CSR can perform or review post-interaction and other work, or research customer information through the General Work area (General Tabs of the portal). 3-2

41 CSR and managers can access dashboard, graphs, and other portal gadgets by clicking the Home icon. CPMHC Customer Case Portal Using the CPMHC Customer Case portals, users can manage work, research customer information, and create new customer cases by accessing the General Tabs area at the top of the portal. 3-3

42 Users can access dashboard, graphs, reports, worklists, and other portal gadgets through their Home area. 3-4

43 Functional Comparison of CPMHC Portal Types The following table highlights differences between CPMHC portal types. Best suited for Interaction Portal CSRs and other contact center personnel Customer Case Portal Sales or other front-office personnel that do not need full contact center functionality Work Modes General Work Mode Search for policies, members, providers, provider entities and contacts, view history/activity Yes Yes Process general or postinteraction work/cases Yes Yes Interaction Work Mode Process multi channel customer interactions with dialog scripting, coaching tips, customer composite, interaction logging, and channel integration Yes Limited, can view interactions, but not perform work Interaction Navigation Methods Classic Interaction Navigation Most guided method, one service request at a time within any one interaction Yes N/A Tabbed Interaction Navigation Multiple service requests at a time within any one interaction Yes N/A CPM Example Configuration CPMHCCSR_Portal CPMSalesManager_Portal CPMSalesRep_Portal 3-5

44 Understanding CPMHC Interaction Navigation Options CPMHC supports two navigation methods for managing customer interactions. Organizations can choose to utilize one or both methods of navigation depending on their needs. Topics in this section are: Choosing Interaction Navigation Methods Configuring Interaction Navigation Preferences Choosing Interaction Navigation Methods CPMHC supports multiple user navigation methods during a customer interaction. While CPMHC harnesses have some conditional sections that support each method, most of the user interface rules including sections, flow actions, and interaction driver tasks are reused across both methods. This allows different users to use different navigation methods. The available navigation method options are: Classic Tabbed These navigation methods apply only to the CPMHC Interaction portal and only to work that occurs during an interaction. Navigation and processing of work post-interaction or research session is the same for either portal. Classic Interaction Navigation Method This navigation method is optimized equally for both process and inquiry. This navigation method delivers the most guided user experience and the shortest learning time. The user progresses through one service process at a time and returned to the CPMHC interaction driver after each service item is either completed or routed to another user/queue. 3-6

45 Tabbed Interaction Navigation Method This navigation method is optimized for complex processes with dense screens. This navigation model may feel more similar to other desktop applications because users select and launch processes from the left panel of the display. This method allows multiple service processes to be in-flight at the same time during an interaction. Each new service process opens a new tab under the interaction dialog thumbnail display. Configuring Interaction Navigation Preferences You can control the ability to select interaction navigation preferences at the user level or from an activity based on processing criteria or business logic. To control the choice at the user level As shipped, CPMHC allows end users to choose the interaction navigation method they prefer. Users can make this selection using the User Preference control. See Selecting User Preferences in the Customer Process Manager for Healthcare User Guides. 3-7

46 User level control is implemented by the UpdateNavigation privilege. This privilege is included in all standard CPMHC roles. To prevent users from determining their own navigation method, delete the UpdateNavigation privilege from the user role. Conversely, to allow user selection of navigation method, add the privilege to any new roles created for your implementation. To control choice using business logic or other criteria You can configure CPMHC to make the choice of interaction navigation method a systemdetermined function rather than a user selected preference. For example, you can set the navigation style based on a call queue or a work group. Save the PegaCA-App-UserPreferences.CALoadUILayout activity in your Ruleset and modify it to include your business logic or other criteria. 3-8

47 Understanding CPMHC Portal Skins and Styles CPMHC portals are designed to support the following portal skin: CPMSkinTemplate_1 This is a new skin, based on a PRPC skin rule, which provides easier style changes and upgrade support. It is configured as the default skin of the standard user portals installed with the framework. If you want to use a skin other than CPMSkinTemplate_1,, including any custom skins, copy the relevant portal rule and select a different Skin. CPM Themes are no longer supported in CPMHC 7.6 SP1. The CPMSkinTemplate_1 skin rule will not support a theme and a theme is no longer required, as use of the PRPC skin rule offers more flexibility and configuration capabilities than the old skin/theme combination. Extending and Customizing the CPM Styles If you need to extend or override any of the styles in the CPMSkinTemplate_1 skin, you can do so by: Saving the skin rule into your site-specific RuleSet. Editing the styles in the skin rule or in the CSS extensions attached to the skin rule. Create a new style class (custom_ ) in the custom section of the skin rule and use it as Read-Write Style/Read-Only Style at control. Note: Do NOT edit the workform_ cpmskintemplate1rules directly. For more details about extending and /or customizing CPMHC UI component styles, refer to Appendix B of this guide. 3-9

48 Configuring CPMHC Portals This section includes the following topics. Understanding Key Portal Components Configuring Portal Headers Accessing Advanced Parameters for the Portal Gadgets Configuring the Portal Gadget Configuring the General Work Gadget Configuring the My Favorites Gadget Configuring RSS News Feeds Understanding Key Portal Components CPMHC Portals contain two primary components: Header controls the portal menus and functions Body is the container for the interaction area, general work area, and home areas of the portal This table lists the header and body sections used in each of the standard CPMHC portals. Portal Harness Header Section Body Section CPMHCCSR_Portal CPMHCCSR_Portal CPMHCInteractionHeader CPMHCCSR_Body CPMHCSalesManager_Portal CPMHCSalesManager_Portal CPMHCCustomerCaseHeader CPMHCSalesManager_Body CPMHCSalesRep_Portal CPMHCSalesRep_Portal CPMHCCustomerCaseHeader CPMHCSalesRep_Body CPMHCBackOffice CPMHCBackOffice_portal CPMHCBackOfficeHeader CPMHCCSR_Body Note: The CPMHCManager and CPMHCCSR portals have been combined into the CPMHCCSR_Portal with the CPMHC 7.6 SP1 release. See Chapter 2, CPMHC User Portals, for more details. Configuring Portal Headers CPMHC incorporates various menus and controls into its portal headers, such as Chat and Phone toolbars, Call Volume control, and the New and Operator menus. To customize the portal header controls 1. Use the Find gadget to locate and display the header for your portal. CPMHCInteractionHeader is an example. Save into your RuleSet. 3-10

49 2. Select a control on the heading, and then click the magnifying glass to display parameters. 3. Search for the name of the desired navigation control using the field prompt CPMHCInteractionPortal_ NewWork for example, and then modify the control according to your site s needs. For information on customizing the New menu option for interaction objects, refer to the Configuring Interactions chapter. Accessing Advanced Parameters for Portal Gadgets CPMHC portal body sections incorporate portal gadgets that control the type of work that can be processed, as well as the behavior and appearance of tabs. There are two portal gadgets: CPMPortalGadget controls the behavior and display for all portals CPMGeneralWorkGadget controls the behavior and display of the general work area These gadgets are controlled by advanced parameters. To access these parameters, search for the portal body section for your harness, e.g., CPMHCInteractionPortal_Body. Select the included section that calls the gadget, then click the magnifying glass icon to access the advanced parameters display. 3-11

50 The sections below describe how to configure gadget parameters and options. Configuring the Portal Gadget You can control the function and display of the CPMPortalGadget by specifying various parameters. These include: Specifying tab and work types Configuring interaction tab behavior and limits 3-12

51 To specify tab and work types The Start Up and Supported sections of the CPMPortalGadget parameters display specify the type of work that can be processed. Options include: Field Description Start Up used for Home and General work areas Selected? Tab Type Check a single item in the start-up category to set as the default portal tab Enter one of the following options: home for the home area (including dashboard) work for the general work area Tab Hidden Check this box if the tab is to be hidden until there is work to be processed Show Close Check this box if the tab should include an X icon, that allows the user to close the tab manually Interaction Class Specify the class name the harness/section field below. Use Section Check this box if you are using a section, rather than a harness for this tab type Harness/Section Specify the name of the harness or section for this tab type Full Height Check this box. Min Height Reserved for future use. Thread Name Enter the text value for the thread name CPMHC will use to process work of this type Supported used for interaction work types (e.g., phone call, chat) Tab Type Enter one of the following values: customer for phone interactions or general interactions chat for customer chat interactions inboundcorr for inbound correspondence interactions sub for child (sub) interactions (phone or general) Show Close Check this box if the tab should include an X icon, that allows the user to close the tab manually 3-13

52 Field Interaction Class Use Section Harness/Section Full Height Min Height Description Enter the name of your site specific interaction class that inherits from the appropriate CPMHC class Reserved for future use. Reserved for future use. Reserved for future use. Reserved for future use. To control tab behavior and limits In the top portion of the CPMPortalGadget parameters screen, you can specify the behavior and appearance of interaction tabs. Options include: Field Thread Family Tab Width Small Tab Width Description Enter the text value for the thread family name Enter a pixel value for the width of interaction tabs in regular (wide) mode Enter a pixel value for the width of interaction tabs in small (condensed). 3-14

53 Field Tab Visible Description Choose whether interaction tabs: Start with small - start small then widen to full width based on conditions specified below Start with regular - tabs will start in a full (wide) state and remain that way. Start small when - start small then widen based on the when condition specified below Start small when Max number of tabs This option is only visible if the Start small when option is selected in the Tab Visible field. Enter the name of a when rule. Specify the maximum number of interaction tabs that a user can open at the same time. This number will include the number of tabs specified in the start-up area. For example, if you have 3 start-up tabs, and enter 10 as the maximum value in this field, the user will be able to open 7 additional interaction tabs before receiving an error. 3-15

54 Field On Load Behavior Description Determines CPMHC portal behavior during the browser onload event (initial portal load or on portal refresh). Available options are: Do nothing - (default option). The portal will load and the user will be at the dashboard, regardless of the state of any current work items during a refresh Recreate CPMHC will attempt to recreate the UI for any work items that are still active on the user s clipboard. This is helpful if the user has navigated away from CPM or triggered a browser refresh. Only work items (interactions, cases, service items) are refreshed, and the order that they are refreshed is not guaranteed. This feature only works within the same PRPC user session if the user closes the browser with work open and logs back into PRPC, work items will be on the user s worklist and will not refresh. Clean clipboard CPMHC will clear the clipboard on load or refresh of any active work items. Switch to regular tabs under these conditions Have the following tab types Switch to regular (wide) interaction tabs, when there is work of the following types. Enter one or more Tab Type values, separated by commas Have more than one tab of type Return to small tabs when conditions not met Switch to regular (wide) interaction tabs, when there is more than one of the following work types. Enter one or more Tab Type values, separated by commas Return from regular (wide) tabs to small tabs when the above conditions (have the following tab types, have more than one tab of type) are no longer met. 3-16

55 Configuring the General Work Gadget The CPMGeneralWorkGadget controls how tasks and data tabs are managed in the general work area of the portals. This section includes the following topics: Specifying general tab options and limits Changing the label text for general tabs To specify general tab options and limits The CPMGeneralWorkGadget gadget should be included in the harness or section referenced in the start-up work tab in the CPMPortalGadget. This table describes the options. 3-17

56 Access the advanced parameters for this gadget to configure the gadget. Choose options as needed for your implementation, such as the maximum number of open tabs. To change the label text for general tabs To change the text label that appears on the General tabs for different work types or data sources in the General work area of the portal, create a section named CPMWorkTabData in the class of your object. Enter the label and any property values, as desire 3-18

57 Configuring the My Favorites Gadget The MyFavoritesGadget enables a user to view their list of favorites from the dashboard area of their user portal and: view the data source and summary information add a data source open a data source (in the appropriate portal tab) delete a data source create a new case for a data source enter a quick case for a data source Adding a Data Source as a Favorite CPMHC uses Data Source rules to configure the My Favorites gadget for external data sources. For any external data source you wish to include in the My Favorites gadget, complete the following procedure. On the Detail tab of your data source rule, check the Use As Favorites? box. Specify the name of the Portal Smart Info Activity and the Favorite Keys. The Smart Info activity is called when the user expands an item in their list of favorites. 3-19

58 Member Provider Configuring RSS News Feeds CPMHC provides the ability to associate Really Simple Syndication (RSS) feeds with data source instances. The RSS feed is available in the CPMHC user portal in the composite area for the data sources that have been configured with this capability for users with the appropriate privilege. 1. For each data source type (Member, Provider, etc) that will have news feed access, you must enable news feeds by checking the Show News Feeds box in the data source rule. 3-20

59 2. Install the PegaFW-NewsFeed:06-03 RuleSet and add it to appropriate applications for your users. 3. Users must be given the EnableNewsConfig privilege to edit news feeds. 3-21

60 Configuring CPMHC Portal Search CPMHC portal search functions enable users to search for cases (work objects), knowledge content, and data sources such as accounts, contacts, and business units. When the user selects a result from the list, CPMHC opens a tab in the general work area to either display the work object (case), or the data source. Portal search does not start new interaction objects or work types. This section includes the following topics: Configuring Search for External Data Sources Configuring Search for Cases/Work Objects Configuring Portal Search for External Data Sources CPMHC uses Data Source rules to configure portal search functions for external data sources. For any external data source you wish to include in the CPM portal search, complete the following procedure. 1. On the Search tab, check the Use in Portal Search? box and select the name of the integration Search Activity CPMHC should call to perform the search query. 3-22

61 2. On the Retrieval tab, enter the information in the table below. Field Default Interaction Container Display Harness Description Enter the name of your site -specific class that inherits from the PegaCPMHC-Work- Interaction-Research-Member (or Provider) class. CPMHC will use this class to create a temporary work object to display data source results Enter the name of the harness in the default interaction container class that CPMHC should use to display data source information once the user selects a result of this type from the portal search results list 3-23

62 Field Retrieval Activity Description Enter the name of the integration activity (in the default interaction container class) that CPMHC should use to retrieve any additional information needed to populate the display harness view Configuring Search for Cases/Work Objects CPMHC uses the PRPC Lucene Search facility for work objects/case data. CPMHC will search for your work types/objects only if they are listed on your Application rule, or an inherited Application rule. When the user selects a work object/case from the portal search results list, CPMHC will open a tab in the general work area using the Review harness for that work type. For more information on enabling Lucene search of work data for your application, refer to PRPC Developer Help. Working with CPMHC Harnesses Topics included in this section are: Incorporating Scripts into Custom Harnesses Conditional Harness Sections Customizing the CPMHC Composite Displays Incorporating Scripts into Custom Harnesses CPMHC includes scripts within harnesses to support functions such as dialog management, channel toolbar functions, and general event handling. When creating custom harnesses, you must include these scripts in order for CPMHC to function properly. 3-24

63 It is generally preferable to save a copy of a harness in your RuleSet and customize it, in order to start with the proper scripts. If you create harnesses from scratch, you must include these scripts: Harness Type Work Perform Harnesses (e.g., PegaCPMHC-Work-Interaction.CPMPerform) Main Portal Harnesses (e.g., CPMHCCSR_Portal) Portal Home page Harnesses (e.g. CPMHCCSR_Home) Scripts CAToolsNavigation pega_cpm_dialogmanager pega_cpm_callchatdialog pega_cpm_menuactions pega_cpm_tabbedinteraction pega_cpm_callchat testcallchatemulator CPMCTICallTimer Cpmchatsendevents pega_cpm_chattabeventhandler CPM_gadgetscript pega_cpm_tabbedinterface Creating Conditional Harness Sections CPMHC supports the ability to set conditions for the display of content based on the customer, type of interaction, or navigation method. Most CPMHC harness rules contain conditional sections or containers to allow different displays in the following scenarios: When using different navigation methods (Classic or Tabbed) While in a customer interaction session versus processing work post-interaction When dialog should be displayed (a phone interaction) versus when no dialog should be displayed (inbound correspondence interaction) CPMHC makes extensive use of the following When rules to vary the display of sections and containers within harnesses. CAInCall, CANotInCall CATabbedNavigation, CANotTabbedNavigation CAInteractionTypeForDialog, CAInteractionTypeForNoDialog Note: While customizing CPMHC harnesses, it is important to be aware of conditional displays and incorporate any differences needed to meet your requirements. 3-25

64 Conditional display within Harness controlled by the Visible When reference. Customizing the CPMHC Composite The CPMHC composite area displays reference information regarding a customer during a customer interaction. It is comprised of information from Pega work objects, as well as other customer information from your legacy systems. As shipped, the composite is organized into separate tabs for account information, contact information, and account owner or business unit information. These displays are conditional based on the customer and interaction. While the harnesses used to display customer composite information share the same included sections, the harnesses vary by navigation method. For the classic navigation method, the composite can be customized by modifying the CAComposite harness shown below. For the tabbed navigation method, each tab of the composite is a separate harness. To modify composite display options, you can use one of two methods: 3-26

65 Use the CPM Composite landing page from the > CPM > Customer Data Management > CPM Composite landing page In the Data Display section for each category, enter the name of your harness rule and specify other options as needed. Modify the CPM Interaction Driver rule for your interaction class directly, by saving a copy of the rule into your RuleSet and modifying details on the Composite tab. The system will present the tabs in the order as listed on the driver rule. You can also specify a condition to display the tab conditionally, and can specify whether to defer load for the tab. From the Driver rule, you can configure tabbed navigation to anchor one or more composite tabs to the main window whenever a user clicks the tear-off icon to display the composite in a separate window. On the Composite tab, expand the tab and check the Stay-Back box if you want that tab to remain anchored during the tear-off. Repeat for each tab you want to anchor. 3-27

66 See Adding Workflows as Interaction Tasks in the Configuring Interactions chapter for more information about interaction driver rules For a view of the standard composite sections and the composite mapping detail, see Appendix A: Composite Screen Data Mapping. Using Other CPMHC UI Configuration Controls This section describes: Updating user interface screens using field values Configuring list maximums Updating User Interface Screens Using Field Values User interface screens can display interactive and conditional screen text as property captions and instructions. Configured using Field Value rules, these features can support multiple languages and the re-use of text on multiple screens. The following are examples of localized Field Values and how they can be applied to a user interface in CPMHC. In this example, changing the localized label of the ReasonForInteraction field value results in a universal text change in CPMHC whenever the value is referenced during processing. 3-28

67 Configuring List Maximums The AppListMaximums map value rule stores the maximum size of various lists that display in the user interface. The following table lists the activity rules that reference this rule. Activity (PegaCPMHC-Work-) Generates a list of Type HCLoadItemSummary Service items ItemHistory 3-29

68 To change the maximum list size 1. From the App Explorer, select PegaCA- > Decision > Map Value > AppListMaximums. 2. Save it to your RuleSet. 3. On the Matrix tab, edit the List Max values for the ItemHistory and ReviewItems types. 4. Click Save. 3-30

69 Chapter 4: Using CPMHC Landing Pages This chapter describes how to use CPMHC landing pages to view and configure your application. Topics are: Accessing CPMHC Landing Pages Using Common Landing Page Controls Configuring Your Application Using CPMHC Landing Pages Accessing CPMHC Landing Pages Access the landing pages by clicking on the Pega button from your developer desktop, then selecting the CPM menu option. 4-1

70 This table describes the function of each CPMHC landing page. Landing Page Function Interactions Interaction Types Interaction Driver Interaction Tasks Service Cases Service Types Service Accelerator Customer Experience Intent and Content Suggestions Customer Data Management CPM Composite CPM Data Sources Dialog Management Dialog Cross Reference General Options Configure processing options for interaction work types. Add new interaction types. Configure interaction driver processing options for each interaction type, including interaction task categories Configure interaction task options. View tasks by interaction type and task category. Configure processing options for service work types. Launch the service process accelerator to create new service types. View open or pending accelerator processes View the intent criteria used to suggest processes and content to users Configure composite data retrieval and display options for your application View the data sources used within your application including those sources used for composite displays, dialog property references, and portal search functions View the dialog scripts associated with processes and flow actions within your application Configure general dialog options used by your application, including dialog method and greetings Knowledge Management Content Inventory View and search for knowledge content Content Cross Reference View the knowledge content associated with processes and flow actions within your application Hot Topics View and analyze most frequently used and highest rated knowledge content Content by Author View knowledge content by author Knowledge Updates View and analyze requests for changes to knowledge content Quality Management and Coaching Coaching Tip Inventory View coaching tips defined by work type and process action Quality Review Analysis View a summary of quality reviews by overall score and work type 4-2

71 User Experience CPM Themes Configure user interface themes Tools CPM Version CPM Hotfixes Settings Class Settings Application Behavior Note: Themes are not supported with the CPMSkinTemplate_1 skin rule (beginning with CPMHC 7.6 SP1). View current application and version, the built on applications and versions, and the associated RuleSets. View the CPMHC hotfixes deployed in the system. Configure classes and class groups Configure various application-level settings Common Landing Page Controls This section describes common user controls within the landing pages: Using the My Application filter Using landing page update functions Using list sort and filter functions Understanding configuration alerts Using the My Application Filter On each landing page, you can filter your results by selecting the My Application or All Inherited display option. My Application is the default. Selecting My Application limits the display to results in the top-level application s RuleSets. Selecting All Inherited displays results defined in the top level application RuleSets, as well as those defined in inherited (built-on) applications for the current user. Select the filter and click Run to refresh the results. Using Landing Page Update Functions The landing pages let you update your application configuration without accessing rule forms. You may perform updates on the landing pages if: Your user ID has check-out authority and your application RuleSets use check-out None of the rules that will be updated by the landing page are marked as final Class definitions are not in locked RuleSets (if the landing page requires an update to a class definition) On landing pages that allow updates, you may see the following buttons: 4-3

72 Update checks out any rules needed by the landing page and allow you to enter your changes. You may be prompted to perform a Save As function to add the rules needed to another RuleSet and version. If one or more of the rules needed by the landing page is either checked out by another user or is marked as final or if your user id does not have check-out authority, the Update button will be disabled and appears with an error icon. Save appears if all the rules needed by the landing page are in an unlocked RuleSet that does not use check-out. Once update is in progress, the following buttons may appear: The information icon displays the list of rules that are being modified including the rule name, RuleSet and RuleSet version. Save saves the work in progress, but does not perform the check-in operation Check In both saves and checks rules. Cancel deletes any checked out rules and clears pending rule updates. Note: If you use standard PRPC rule check-in functions to check-in a rule while it is being modified on a landing page, you may not be able to complete Save or Check In functions from the landing page. In this situation, the Update button is disabled, and you must manually check-in any remaining rules. 4-4

73 Using List Sort and Filter Functions To sort a list of results by a given column, click on the column header. To filter results, click on the triangle to the right of the column header and apply the desired filters. Understanding Configuration Alerts The landing pages warn you of potential problems with your application configuration. Configuration alerts display as either warnings or errors. Warnings indicate configuration that does not adhere to CPMHC best practices. Errors indicate missing or incorrect configuration that will result in incorrect or unanticipated system behavior. 4-5

74 Configuration alerts may appear At the top of the landing page Landing page-level alerts are used to evaluate general configuration conditions. For an entry within a landing page list List-level alerts appear when you expand a row on a list, or when you click Check Configuration on the landing page. List-level alerts are used to evaluate the configuration a particular row. The configuration alerts that may be displayed within each of the landing pages are described in the following topic in this chapter. Configuring Your Application using Landing Pages This section describes how to use each of the landing pages. Interaction Types The Interaction Types landing page lets you view, add, and modify interaction work types defined within your application. Interaction work types are visible on this landing page if: The work type is identified on the Details tab of your Application rule, or an Application rule from which your application inherits The work type is defined in a RuleSet that is listed in the Application or inherited Applications (i.e., not specified in an access group) For each interaction work type used within your application, such as phone call or inbound correspondence, you can view the number of total and currently open interactions. You can also view and modify general and interaction start options. 4-6

75 To add or update an interaction type 1. Select the Add button to add a new interaction type. To update an existing interaction type, expand the row to show detail and select Update. 2. Enter data as described in this table. Field Short Description Interaction Type Inherits From Class Overall SLA Description The short description for this interaction work type. For example: Inbound Correspondence The default interaction type value for this work type. For example: Select the class from which this interaction inherits. When adding a new interaction type, CPMHC will default this value to your application s interaction class group. The class of this work type. This field can only be selected when the interaction type is being added. CPMHC defaults this value by appending your short description value (above) to the Inherits From value selected above. Select the SLA for this interaction type. Starting Activity Starting Workflow Select the starting activity for this interaction type. Select the starting workflow for this interaction type. Configuration Alerts CPMHC verifies your configuration to check for the following conditions that may cause unexpected results. Configuration Alert Conditions There are no CPMHC system settings (CAApplicationSettings map value rule) defined in the current Application RuleSets. As a result, this landing page may not display your interaction types properly. There is no corresponding Interaction Driver rule for this interaction type nor is there an Interaction Driver rule for this class group. There is no corresponding Interaction Driver rule for this interaction type. The Interaction Driver for the interaction class group will be used. 4-7

76 Configuration Alert Conditions There is no corresponding work type defined in the Application for this interaction type. Missing starting activity for this interaction type Missing starting workflow for this interaction type Missing model for this interaction type. Missing SLA definition for this interaction type Missing starting workflow for this interaction type Interaction Driver The Interaction Driver landing page lets you configure the way in which tasks and task categories appear in the Interaction Driver during a customer interaction. You can also configure other Interaction Driver display and behavior options. 4-8

77 To update interaction driver details Click Update to modify the Interaction Driver details for an interaction type. Enter the data as described in this table. Field Description General Interaction Driver Options Automatically Queue the End Interaction task? Caption to display for End Interaction Use Dynamic Default Category? Default Category Check for Campaign Offers? Check this box to automatically include the End Interaction task within the queue area of the Interaction Driver for each interaction. Enter the caption to be displayed for the end interaction task (e.g., Wrap Up) Check this box if you want CPMHC to dynamically set the default category of the Other processes area in the Interaction Driver based on a value you can configure. If checked, CPMHC uses the declare expression, CADynamicDefaultCategory, to determine the default category. You can configure this expression to meet your site s needs. If CPMHC cannot determine a valid category based on this expression, it will use the default category specified in the Default Category field (see below). Select the default task category to display. This category appears by default in the Other processes area of the Interaction Driver. Check this box to evaluate campaign definitions for this interaction type. If unchecked, CPMHC will not evaluate any campaign rules configured for suggested offers. Enable Features Coaching Tips Check this box to enable coaching tips Dialogs Check this box to display dialogs during an interaction Knowledge Content Check this box to enable access to knowledge content Chat Frequent Check this box to display frequent sayings Sayings during chat sessions Tabbed Navigation Options Allow Queuing of Tasks? Check this box to enable operators to select and queue processes. This option is only used for the Tabbed navigation method. 4-9

78 Field Show embedded KC? Display Task Menu in Panel Show embedded KC? Display Task Menu in Panel Description Check this box to display the Top Rated Knowledge area in the left-hand panel of the CSR portal. This area shows a list of top-rated knowledge base articles. Check this box to display the task menu panel. Leaving this box unchecked displays the vertical task section, as in versions prior to CPMHC 7.6 SP1 Check this box to display the Top Rated Knowledge area in the left-hand panel of the CSR portal. This area shows a list of top-rated knowledge base articles. Check this box to display the task menu panel. Leaving this box unchecked displays the vertical task section, as in versions prior to CPMHC 7.6 SP1. Interaction Driver Categories Category Name The name to appear in the category list in the interaction driver Data Source Select the data source for this task category. Behaviors Show Tasks Only This category will be included in the Interaction Driver. Tasks in this category will not be evaluated for suggestions and will not appear in the Suggested processes area of the Interaction Driver. Suggestions Only - Tasks in this category will be evaluated for suggestions only. This category will not appear in the category list area of the Interaction Driver. Show Tasks & Suggestions - This category will be included in the category list of the Interaction Driver. Tasks in this category will also be evaluated for suggestions and will be included in the Suggested processes area of the Interaction Driver if conditions are met. Display When Display Details Optional. Specify a condition to display this category of tasks. Developer notes about the when conditions. 4-10

79 Configuring the Display of the Select Action Panel in Tabbed Navigation Prior to CPMHC 7.6 SP1, the Select Action area in the tabbed navigation layout was displayed as a vertical section: By default, as of CPM 7.6 SP1, the Select Action area is displayed in a panel that is shown when users click the Take Action button. 4-11

80 To return to using the vertical section, uncheck the Display Task Menu in Panel property on the Interaction Driver landing page, as discussed above. Alternatively, Interaction Driver rules can be edited directly: 1. Navigate to the Rules Explorer and select Process > Interaction Driver to display the list of Interaction Driver rules. 2. Select an instance to modify and save it to the appropriate RuleSet. 3. On the Interaction Options tab, uncheck the Display Task Menu in Panel option. 4. Save and check in the modified rule. 4-12

81 Interaction Tasks The Interaction Tasks landing page lets you view, add, and modify the tasks that appear in the Interaction Driver. To add or update an interaction task 1. Select Add to add a new task. To update an existing task, expand the row for that task and click Update. 2. Enter the data in this table. Field Task Properties Starting Activity (standard task) Task Display Order Available in Task List? Description Select a starting activity for this task. Enter a priority value to determine the order in which intent tasks are displayed within categories. The list will be prioritized from lowest-to-highest with the lowest value at the top of the category list. Default value for all intents is set to 999. Uncheck this box to prevent the task from showing in the list of available tasks in the Interaction Driver. 4-13

82 Available in Mobile Task List? Represents a Federated Case Display Condition Task Suggestion Suggest When Reason for Suggestion Check this box to enable the task to be displayed in the list of tasks available in the Mobile driver. Check this box if the intent can instantiate a Federated Case Optional. Specify the Display When condition to control the conditions under which specific intent tasks are displayed within a category. Optional. Select one or more suggestions (Intent When rules) to cause this task to appear in the suggestions area of the Interaction Driver. This field displays the short description for any suggestion selected above. For more information about interaction tasks, refer to Adding Workflows as Interaction Tasks topic in Chapter 9: Integrating CPMHC. Service Types The Service Types landing page lets you view, add, and modify service work types defined within your application. Service work types will only be visible on this landing page if: The work type is identified on the Details tab of your Application rule or an Application rule from which your application inherits The work type is defined in a RuleSet that is listed in the Application or inherited Applications (i.e., not specified in an access group). You can view the service work types used within your application, such as Add New Born or Dispute Transaction, as well as the number of total and currently open cases. For each service type, you can also view configuration details. 4-14

83 To add or update a service type To update an existing service type, expand the row to show detail and select Update. Enter data as described in this table. Field Class Short Description Description Starting Workflow Overall SLA Definition Description Class of the service object (read only). Short description (pylabel) for the service class. Usage description of the class rule instance. Select the starting workflow for this service type. Select the SLA for this service type. To add a service type, select Add. This starts the Service Accelerator. For more information on the Service Process Accelerator, see Using the CPMHC Service Process Accelerator to Create New Service Processes in Chapter

84 Configuration Alerts CPMHC verifies your configuration to check for the following conditions that may cause unexpected results. Configuration Alerts Model rule for this class does not exist and must be created for this process to function correctly. Service type is missing a starting activity. There is no SLA defined for this service type. The system settings definition for your application must be configured in order to view your site-specific service types in this landing page. Service Accelerator The Service Accelerator landing page displays the service types that are in process of being configured, and lets you start the CPMHC service process accelerator to configure new service types. Viewing service process accelerator work that is in flight Service Types in Flight is a list of work objects (pxcpma-) that are in progress (neither completed nor cancelled). To continue work on a work object, double click on the row. This resumes the wizard and brings you to the current object assignment. To add a new service type / start the service process accelerator To start the Service Process Accelerator wizard, click Add. For more information, see Using the CPMHC Service Process Accelerator to Create New Service Processes in Chapter

85 Intent and Content Suggestions During a customer interaction, CPMHC presents the user with suggestions for tasks and knowledge content based on criteria configured in your application. The Intent and Content Suggestions landing page helps you identify the suggestions that are defined within your application, and which suggestions are applied to tasks and content. Viewing suggestions The Suggestions list displays the name of each suggestion, as well as the reason for suggestion and the work type for which the suggestion is applicable. This list also identifies the total number of references to the suggestion within your configuration. To view the logic criteria configured for this suggestion, click the Suggestion Name. Viewing processes or content that are suggested The Suggestions by Reference display option shows those tasks or knowledge content that may be suggested to a user if the suggestion criteria are met. To view task or content details, click the name of the task or content. To view the logic criteria configured for the suggestion, click the Suggestion Name. 4-17

86 CPM Composite The CPM Composite landing page displays the data sources that make up the composite display for each interaction type. For each data source, you can view data retrieval details, such as associated list view and declarative data definitions. Additionally, you can view and update options data display options. 4-18

87 To update composite details 1. Select the desired Data Context. 2. Click Update and enter data as described in the following table. Field Description Data Retrieval Data Source Select the data source for the composite data context. The dropdown displays data source rules that are designated as composite in the data source rule forms. Data Display (these options used only for the Tabbed Navigation method) Display When Harness Defer Load of Tab? Pre Display Activity Optional. Select a condition (when rule) that determines when the composite tab is displayed. Select a harness to use to display the data source. Indicates whether to defer load on this tab until the user selects the tab Optional. The activity needed to pre-process data. To add new data sources to your composite, update the Interaction Driver rule for your interaction class directly. For more information, see the topic on Customizing the CPMHC Composite in Chapter 3. Configuration Alerts CPMHC verifies your configuration to check for the following conditions that may cause runtime errors or unexpected results. Configuration Alerts No data source has been defined for this composite tab. You may want to update your driver rule. CPM Data Sources The CPM Data Sources landing page displays the data sources available to your application. For each data source, you can view whether the data source is used by the CPM composite for dialog property references or as a source for portal search functions. Expand any row to view details such as clipboard page and class, and properties available for use in dialog scripts. 4-19

88 Dialog Cross Reference The Dialog Cross Reference landing page identifies the dialog scripts associated with processes and flow actions within your application. For any work type and process, expand the row to view the dialog scripts associated with process actions. Click the process or dialog name to display the rule form. 4-20

89 Dialog General Options The Dialog General Options landing page lets you view and configure general dialog options defined within your application. To update dialog general or greeting options Select the Update button to modify general dialog or greeting options described in this table. Field General Options Dialog Method Dialog Class Greeting Options Tabbed Interaction Greeting Initial Tabbed Interaction Greeting - Secondary Description Choose Flow Action-Based or Assignment-Based Select the class name to be used for dialog rules. CPMHC will use this class to create new dialog rules. It will also look for dialog instances in this class during interaction processing. Select the name of the dialog rule instance to be used as the initial customer greeting during interaction processing. This option applies to the tabbed navigation method only classic navigation will use the dialog instance associated with the process flow and action. Select the name of the dialog rule instance to be used as the secondary greeting during interaction processing. This option applies to the tabbed navigation method only classic navigation will use the dialog instance associated with the process flow and action. 4-21

90 Content Inventory The Content Inventory landing page lets you view and add knowledge content. For each knowledge content entry, you can view configuration details, such as category, topic, description, type, author, and rating. Expand the row to view content abstract and usage information. To navigate to the knowledge content rule for any row, click the topic name. To add knowledge content 1. Select Add to add new knowledge content. Knowledge Content rules are created in the Knowledge Content class defined by your application settings. 2. Follow the steps listed in the Creating a New Knowledge Topic in Chapter

91 Content Cross Reference The Content Cross Reference landing page identifies the knowledge content associated with processes actions within your application. For any work type and process, expand the row to view the content associated with process actions. Click the process or content name to display the rule form. Hot Topics During a customer interaction, CPMHC presents the CSR with knowledge content based on criteria configured in your application. The CPMHC Hot Topics landing page helps you identify the most popular topics defined within your application. 4-23

92 Content by Author The Content by Author landing page helps you find topics defined within your application and sorts the results by the author who last modified the topic. You can view topics modified within a given date range by entering the start and end dates in the Modified between fields. Knowledge Updates CSRs using knowledge content in your application have the option to request changes to the content, with each suggestion creating a work object. The Knowledge Updates landing page lets you view the list of content suggestions for the current month, by status (Open, Resolved, etc). Use the chart drill down capabilities to review the details of knowledge update requests. 4-24

93 Coaching Tip Inventory CPMHC enables authorized supervisors or managers to create coaching tips for their employees that remind them of best practices or areas to improve. These coaching tips are associated with specific process actions and can be assigned to individual CSRs or to work groups. The Coaching Tip Inventory landing page lets you view the coaching tips defined within your application. Coaching tips are listed by the work type and process step with which they are associated. Expand any row in the list to view the specific coaching tip text as defined by the manager or supervisor. For more information on configuring CPMHC coaching tips, refer to the topic Using Supervisory Functions in the Customer Process Manager for Healthcare User Guides. 4-25

94 Quality Review Analysis The Quality Review Analysis landing page presents a summary report of completed quality reviews by work type and overall score. Use the chart drill down capabilities to view the details of any quality review case. For more information on quality review processes, refer to the topic Using Supervisory Functions in the Customer Process Manager for Healthcare User Guides. CPM Themes The CPM Themes landing page lets you view and configure user interface themes for your CPMHC portals. CSRs and other users can select from available themes to change the look of their desktop. Note: As shipped, CPMHC 7.6 SP1 utilizes a PRPC skin rule, CPMSkinTemplate_1, and does not support CPM Themes. To utilize a CPM Theme, you must utilize the CPM63Brand or CPMBrand skin rule (or save to your RuleSet for further style configuration). 4-26

95 To add or modify a theme Select Add to add a new theme. To update an existing theme, click Update. Enter the following data. Field Description Background image Theme color Linked text color Description Text description of the theme Use the magnifying glass icon to select an existing image or load a new image. Click on the square to access the PRPC color picker. CPMHC will use this color as the primary color for the theme, and will also derive a secondary color based on your selection Click on the square to access the PRPC color picker. CPMHC will use this color for text in hyperlinks and on buttons. 4-27

96 CPM Version The CPM Version landing page lists the current CPMHC application and version and the applications CPMHC is built on. Click + to expand an application to view its RuleSets and versions. Click a RuleSet to display its rule form. CPM Hotfixes The CPM Hotfixes landing page lists the hotfixes currently deployed in your CPMHC version. This information can be useful when diagnosing support issues. Hotfixes are instances of product rules. Click Preview to display the files included in the hotfix. 4-28

97 Class Settings The Class Settings landing page allows you to view and configure the names of the top-level classes and class groups used in your CPMHC implementation. Changes made here are saved in the CAApplicationSettings Map Value rule. To update the Class Settings page 1. Click Update. 2. If the CAApplicationSettings rule is not currently in an open RuleSet, you will be prompted to select the RuleSet and RuleSet version in which to make your changes. Only open RuleSets will be available. 3. Edit the fields as needed. Smart prompts are available in each field that can provide a list of classes. 4. Click Save to save your changes as you work. Clicking Save does not check in your changes. 5. Click Check In to save your changes and check in the CAApplicationSettings rule. 4-29

98 Application Behavior The Application Behavior landing page allows you to view and configure a number of application-wide settings. As with the Class Settings landing page, changes made here are saved in the CAApplicationSettings Map Value rule. The available settings are described in the following table: Field Site-Specific Prefix Composite Search Default Description Specify a prefix to be used with the CPM Service Process Accelerator. The accelerator adds this prefix to flow rules and SLA rules created for easier identification. Controls the default tab that displays when the search interaction and service items are selected from the composite. Setting this to Service Items sets the service item search as the default tab Setting this to Interaction Items sets the Interaction search as the default tab Flow Type Determines how CPMHC flows are presented in the designer portal. Valid values are Modeler or Visio. 4-30

99 Auto Refresh My Work? Allow Duplicate Task Open? Display Call Volume? Call Volume Refresh Rate CPM Default to Report Browser? Refresh Driver Selection? Populate RDE Report Properties? Setting this option to true refreshes the user s worklist on the dashboard whenever they return to the dashboard if they have completed an interaction or work item/case. Determines whether users are allowed to open multiple instances of the same service process during an interaction. Setting this option to true allows CSR s to launch the same service process in parallel (e.g. opening 3 of the same service processes at the same time during an interaction). Setting this option to true will display the Contact Center Volume alerts gadget on the CPMHC CSR and CPMHC Manager Portals. Specify the refresh rate (in seconds) for the Contact Center Volume alerts gadget. Setting this option to true will display the Report Browser in the CPMHC Manager Portal. When set to false, the Analytics tab displays in the above portals. Setting this option to true allows Sections in the Interaction Driver to automatically refresh with certain UI events so the Sections remain in-context with the current process. Setting this option to true populates the RDE date properties (for example, RDEDay, RDEMonth) that were used in CPMHC reports prior to CPMHC 7.6 SP1. It can be set to false if your implementation does not include any custom reports that use the RDE properties. To update the Application Behavior page 1. Click Update. 2. If the CAApplicationSettings rule is not currently in an open RuleSet, you will be prompted to select the RuleSet and RuleSet version in which to make your changes. Only open RuleSets will be available. 3. Edit the fields as needed. 4. Click Save to save your changes as you work. Clicking Save does not check in your changes. 5. Click Check In to save your changes and check in the CAApplicationSettings rule. 4-31

100 Chapter 5: Configuring Interactions This chapter focuses on the set up and configuration of rules, controls, and data elements that control the processing of CPMHC interactions. Topics are: Configuring Interaction Start Menus and Activities Configuring the Auto-Accept Screen Pop Adding Workflows as Interaction Tasks Suggesting or Queuing Service Processes Configuring Data Sources Configuring Adaptive Suggestions Configuring Interaction Preferences Configuring Suggested Work Item Reviews Configuring Interaction Goals Configuring Dialog Controls Configuring Tabbed Navigation Greeting Options Configuring Interaction Starting Menus and Activities For CPMHC portals to start and process interaction work type for your site-specific implementation, you should: Modify the portal menu control that starts customer interaction processes to reflect your site-specific interaction classes Optionally, modify starting interaction activities to meet your site s preferences Optionally, configure demo screen pop functions to enable testing and development. To configure the New menu control for your interaction types Reconfigure the menu control for New work to reflect the class for your site-specific interactions. 1. In the Find gadget, enter InteractionPortal_NewWork. 2. From the navigation control list, select CPMHC-Portal CPMInteractionPortal_NewWork and save it to your RuleSet. 5-1

101 3. Double click an interaction type to display the menu entry form. 4. Double-click the Event column. 5-2

102 This table describes the data you enter to define the Behavior. Column Description Function Name For phone interactions, enter pega.cpm.menuactions.phoneinteraction" For inbound correspondence interactions, enter pega.cpm.menuactions.inboundcorresponde nce" Parameters For phone interactions, add the parameter sinteraction. Enter the name of your sitespecific phone interaction class in the Value field. For inbound correspondence interactions, add the parameter sinteractiontype. Enter the name of your site-specific inbound correspondence class in the Value field. 5. Click Save. To configure staring activities for your interaction types CPMHC includes activities that start customer interaction processes. These activities are specified in the pydefault model for the interaction class. You can update the starting activity used by an interaction type to reflect your site s preferences. 5-3

103 Access these activities by navigating to the Interaction Types landing page > CPM > Interactions > Interaction Types and update the starting activity referenced by interaction types in your applications. CPMHC provides the following default activities that you can customize if necessary. Activity CAInteractionStart CAInteractionSTartFromChat CAInteractionStartFromCTI Description Starts an interaction Starts a chat interaction after receiving an inbound chat event Starts a phone interaction after receiving an inbound call event To configure Demo Screen Pop You can configure a demo screen pop option to enable testing of interactions that will be started via computer telephony integration. To configure demo screen pop from the New menu option in the CPMHC interaction portal: 1. In the Find gadget, enter InteractionPortal_NewWork. 2. From the navigation list, select CPMHC-Portal > CPMInteractionPortal_NewWork and save it to your RuleSet. 3. Double click the Demo Screen Pop entry in the navigation form and complete the form as described in the following table. Column Type Label Action Function Name Parameters 4. Click Save. Description Select Item Enter a text label for the interaction type Select Run Script Enter pega.cpm.menuactions.demoscreenpop" Add parameter param1. Enter the name of your site-specific phone interaction class in the Value field. Add parameter paramn. In the Value field, enter the name of the model rule that contains test data to start the interaction. The default model rule used by CPMHC for demo screen pop is CPMDemoScreenPopMbr or CPMDemoScreenPopPrv. 5-4

104 Configuring the Auto-Accept Screen Pop PegaCALL and CPMHC have been updated to provide additional options for the behavior when a new call arrives at a CSR s phone. In addition to the traditional screen pop, you can: configure the system to automatically start an interaction for the new call once the CSR has completed his or her prior interaction configure options for behavior when a CSR does not respond to the screen pop To automatically start an interaction for new calls, configure the PegaApp-CTI-Call. SelectScreenPop decision tree rule to return pyautoaccept. Returning this value causes the system to automatically accept the call and start service processing - no popup window appears. For additional configuration details, see the PegaCALL Configuration and Operations Guide for your CTI platform. Adding Workflows as Interaction Tasks The Interaction Driver controls which tasks an operator can access during a customer interaction. In Classic navigation mode, these tasks appear in the Other Processes section of the Interaction Driver. 5-5

105 In Tabbed navigation mode, these tasks appear in categories directly beneath the To-do area of the Interaction Driver portion of the screen. You can modify the available choices by: Adding new task categories to the Interaction Driver Adding workflow processes to Interaction task categories Configuring the display order of tasks in Interaction Driver categories Creating multiple interaction driver categories for tasks within the same class Displaying top-rated knowledge topics Adding custom content to an Interaction Driver 5-6

106 Adding Task Categories to the Interaction Driver Edit the Rule-PegaCA-InteractionDriver rules to modify the available task categories. The default instances are: For phone interactions PegaCPMHC-Work-Interaction.DriverMember PegaCPMHC-Work-Interaction.DriverProvider For inbound correspondence PegaCPMHC-Work-Interaction-Incorr.DriverMember PegaCPMHC-Work-Interaction-Incorr.DriverProvider For research sessions PegaCPMHC-Work-Interaction-Research.DriverMember PegaCPMHC-Work-Interaction-Research.DriverProvider See Configuring Business Process Suggestions for additional information on the Interaction Driver. To add or modify a task category 1. From the Rules Explorer, select Process > Interaction Driver to display a list of instances. Alternatively, use the Interaction Driver landing page CPMHC > Interactions > Interaction Tasks to configure interaction driver task categories. 2. Select an instance to modify and save it to your RuleSet.. The tabs are pictured on the following pages, followed by a table outlining the various options. 5-7

107 Note: CPMHC 7.6 provides several new options in the Interaction Options tab to allow administrators to enable or disable specific features for each interaction type. Disabling unused features can improve performance by eliminating activity calls and calls from the client browser required to use these features. 5-8

108 3. Complete the fields as described in this table. Click Save. Column Description Interaction Driver Tab Category Name Data Source When Behavior Use Dynamic Default Category? The name to appear in the Other Processes category list Select the data source rule associated with this category. Optional. Select a condition to display this category of tasks. Show Tasks Only This category will be included as a task category in the Interaction Driver. Tasks in this category will not be evaluated for suggestions and will not appear in the Suggested processes area of the Interaction Driver. Suggestions Only - Tasks in this category will be evaluated for suggestions only. This category will not appear in the Interaction Driver. Show Tasks & Suggestions - displays the category and evaluates the contents for suggestions. Check this box if you want CPMHC to dynamically set the default category of the Other processes area in the Interaction Driver based on a value you can configure. If checked, CPM HC will use the declare expression, CADynamicDefaultCategory, to determine the default category. You can configure this expression to meet your site s needs. If CPMHC cannot determine a valid category based on this expression, it will use the default category specified in the Default Category field (see below). 5-9

109 Default Category Interaction Options Tab Show End Interaction Custom Fragment Check Offers Coaching Tips Dialogs Knowledge Content Chat Frequent Sayings Allow Queuing Show Interaction Log Show Embedded KC Display Task Menu in Panel The selection list to use as the default within the Interaction Driver display Check this box to indicate an end interaction task to be added to the process queue Used to reference a custom HTML fragment rule that controls event handling Check this box to evaluate campaigns. If unchecked, CPMHC will not evaluate any campaign rules nor suggest any offers. Check this box to enable coaching tips Check this box to display dialogs during an interaction Check this box to enable access to knowledge content Check this box to display frequent sayings during chat sessions Check this box to enable operators to select and queue processes. This option is only used for the Tabbed navigation method. Check this box to display the interaction log. This option is only used for the Tabbed Navigation method. Check this box to display top-rated Knowledge Content links below the tasks menus in tabbed navigation. Check this box to display the task menu panel. Leaving this box unchecked displays the previous vertical task section. Task Menu Target Mode Task Menu Layout Show Task Search Selecting the Overlay option displays the panel over the driver and composites. Selecting the Modal Dialog option displays the panel centered in the screen in a modal window format) Selecting the Repeat Grid option displays all of the tasks under each category. Selecting the Tree Grid option displays the categories in a tree format, with collapsible categories. Checking this box displays the task search gadget on the left hand driver frame (below the Take Action button) 5-10

110 Composite Tab 1. Tab Name 2. The name that appears on the composite tab Data Source The data source for the tab When The When Rule that determines if the tab should be displayed in the composite. Harness The composite harness for the tab Pre-Display The Activity that is triggered when the Activity composite is initially rendered. Defer Load True or False, should the loading of the tab be deferred? Stay Back True or False, If True, a user cannot tear off the relevant tab to a secondary window, the tab remains anchored to the primary window Default Tab The default tab displayed in the driver Dialog Tab Tabbed Navigation Options Initial Dialog Specifies the dialog displayed at the start of the interaction before any service processes are initiated. Secondary Dialog Specifies the dialog displayed after a service process has been completed and the user has been returned to the main interaction. 5-11

111 Adding Workflow Processes to Interaction Task Categories If you create a new workflow, you can add it to an Interaction Task Category that appears in the CPMHC Interaction Driver. To add a workflow to an interaction driver category 1. From the App Explorer, select Rule-PegaCA-Intent-Task to display a list of instances. Select an instance similar to the one you want to add and click Save As. 2. Alternately, use the Interaction Tasks landing page > CPM > Interactions > Interaction Task, to view a list of instances and click Add. 3. Enter a class value. This Applies to value determines the category list where the task appears. For example, if you use PegaCPMHC-Party-Member, the task appears in the Member list. 4. Enter a task Name and save it to your RuleSet. 5. Complete the tabs as described in this table and click Save. Field Short Description Task Tab Task Type Description Required. Enter a short description, which appears in the appropriate task selection lists within the application. Standard Used for tasks within CPMHC External used for tasks that live on other Process Commander systems Advanced reserved for future use; no fields on the advanced task type should be utilized 5-12

112 Field Associated Class (standard task) Description Choose a PegaCPMHC-Work-Interaction class to which the new workflow applies. Choices include: PegaCPMHC-Work-Interaction PegaCPMHC-Work-Interaction-Call PegaCPMHC-Work-Interaction-Chat PegaCPMHC-Work-Interaction-InCorr PegaCPMHC-Work-Interaction-Outbound PegaCPMHC-Work-Interaction-Research Starting Activity (standard task) Task Display Order System Reference (external task) SnapStartURL (external task) Choosing PegaCPMHC-Work-Interaction makes the task visible to all interaction types. Enter a Rule-Obj-Activity defined in the Interaction class. Enter a priority value to determine the order in which intent tasks are displayed within categories. The list will be prioritized from lowest-to-highest with the lowest value at the top of the category list. Default value for all intents is set to 999. The PegaApp-Admin-Server instance that refers to the external Process Commander server that owns the task The string, including parameters, that is used to call the task on the external Process Commander Server Show in List of Available tasks? Uncheck this box to prevent the task from showing in the list of tasks available in the Interaction driver. Show in List of Available Mobile Tasks? Check this box to enable the task to be displayed in the list of tasks available in the Mobile driver. Tabbed Navigation Options (standard and external types) Runs on interaction Select if this task runs on the interaction object only; it does not instantiate a separate work object Requires tab in focus reserved for future use 5-13

113 Field Criteria Tab Intent Conditions Action Visual Cue Security Tab Privilege class & Privilege Name Contact Roles Description The intent conditions list shows Rule-PegaCA-Intent-When rules defined in the Interaction class. When an instance of the Intent-When class is specified, the IntentLed flag is set. CPMHC then scans all tasks with the IntentLed flag set and checks the Intent-Whens to find any that evaluate to True. If any evaluate to True, the task appears as a suggested process or automatically queue the task. See Configuring Intent Rules in Chapter3 for more information on configuring intents. Select Suggest to suggest the task to a CSR; select Queue to automatically queue the task. Click the Lookup icon and select the visual cue that will associated with the task If used, the user must have this privilege in order for the task to appear in the appropriate interaction driver category; entry is the same process used to enter this for flow actions This tab is a placeholder for security information. Configuring the Display Order of Intent Tasks in the Interaction Driver The order in which intent tasks are displayed within categories can be configured by changing the priority value in the Task Display Order field of the intent task rule. The list will be prioritized from lowest-to-highest with the lowest value at the top of the category list. The default Task Display Order value for all out-of-the-box intent tasks is set to 999. Note: The out-of-the-box order reflects how the intent tasks are listed in the Interaction Tasks landing page. 5-14

114 Configuring the Conditional Display of Intent Tasks As of CPM 6.3 SP2, you can use When rules to specify the conditions under which an intent task should be available in the portal. To add a When rule to an Intent Task, open the Intent Task rule and enter the appropriate When rule in the Display When field on the Security tab. Creating Multiple Interaction Driver Categories for Tasks in the Same Class Using the following procedure, you can create an Interaction Driver Category for tasks that execute on the same clipboard page as an existing category. To create a new category 1. Add a new class instance in which to save your Rule-PegaCA-Intent-Task instances. The class you create should not inherit from any class that already has Rule- PegaCA-Intent-Task instances. For example, if you want to create a category for billing tasks, you create a new class instance of PegaCPMHC-Work-BillingTasks. Note: This class is not the work object class. Its only purpose is to generate the list of tasks for your new interaction driver category. 2. Create a Rule-PegaCA-Datasource instance using the procedure described in the topic Configuring Data Sources.. In the Page field, specify the clipboard page on which the task executes In the Class field, specify the class created in Step 1 3. Create Rule-PegaCA-Intent-Task instances for each task you want to appear in this new category. Use the procedure described in Adding Workflow Processes to 5-15

115 Interaction Task Categories. Apply the instances to the class you created in the previous step for example, PegaCPMHC-Work-BillingTasks. 4. Using the procedure described in Adding Task Categories to the Interaction Driver, add a new category to the Rule-PegaCA-InteractionDriver instance. Select the data source you created in step 2. Choose a relevant behavior option and a when condition, if desired. Displaying Top-Rated Knowledge Links When Tabbed navigation is enabled the interaction driver can display links to top-rated knowledge content below the task menus. This allows CSRs to access via a single click the most popular knowledge articles referenced by CPM users. Top-rated content is included in the section called PegaCA-Work- Interaction.CPMEmbeddedKCForTabbedNav that can be overridden to customize the display of content or modify the selection criteria. To Enable display of the top rated knowledge area 5-16

116 1. Select > CPM > Interactions > Interaction Driver. 2. In the Show Drivers in field, select All Inherited to show all the available drivers, or My Application to show only the drivers defined in the top-level application. 3. Select the desired driver in the Show categories for this interaction type field. 4. Click Run to retrieve the driver settings. 5. Click Update to start editing the options. 6. Check the Show embedded KC? field. 7. Click Check In to save and check in your change. 5-17

117 Adding Custom Content to an Interaction Driver You can use a predefined section called CPMInteractionDriverExtension to add custom content to an interaction driver in Tabbed Navigation mode. When configured, the section appears at the end of bottom of the driver when it is displayed. Note: This section is embedded inside the CPMSelectArea section rule. 1. In the Find gadget, type CPMInteractionDriverExtension. Select it and save it to your Ruleset. 2. Add the content, lists, text, etc. you want to display. 3. Click Save. Suggesting or Queueing Service Processes During a customer interaction, CPMHC presents the CSR with suggested processes based on criteria you configure. These processes appear in the Suggested Processes section of the Interaction Driver. You can modify the available service process suggestions and the processes that display them. These screenshots illustrate how suggested processes appear to CSRs in classic and tabbed navigation: 5-18

118 Evaluating Suggestions for Different Interaction Types CPMHC Interaction driver rules control the task categories that are evaluated to determine suggestions during an interaction. CPMHC supports a number of interaction driver classes, each of which drives a particular type of interaction. See Adding Workflow Processes as Interaction Tasks for additional information about the interaction driver. 5-19

119 To specify the suggested processes to be evaluated for interaction types 1. From the App Explorer, select Rule-PegaCA-InteractionDriver and display a list of instances. Alternatively, use the Interaction Driver landing page >CPM > Interactions > Interaction Driver to view a list of instances. 2. Select an instance and save it to your RuleSet. 3. On the Interaction Driver tab, complete the fields described in the procedure Adding Task Categories to the Interaction Driver. Verify whether suggestions are evaluated for a given category. Choose the appropriate Behavior for that category. 4. Click Save. Modifying Business Process Suggestions You can add criteria to intent tasks to evaluate whether a process should be suggested to the CSR or automatically queued to the interaction screen. To add or modify business process suggestions 1. From the App Explorer, select Rule-PegaCA-Intent-Task to display list of instances. Alternately, use the Interaction Driver Tasks landing page Experience > Suggestions to display a list of instances. > CPM > Customer 2. Select the task you want to suggest and save it to your RuleSet. In this example, the task for a Provider s Credentials Update is used. 3. On the Criteria tab: Select an Intent Conditions value. See Configuring Intent When Rules. 5-20

120 Indicate if you want to suggest the process to the CSR or queue the process for the CSR when the condition evaluates to True. Select the Visual Cue you want to associate with the condition from the image catalog that displays when you click the Lookup icon You can specify multiple intent conditions on this form. They are evaluated as OR conditions. 4. Click Save. Repeating Suggested Tasks Out of the box, CPM will not suggest a task (service process) more than once per interaction. As an example, if we suggest Statement Copy and the agent runs Address Change a second time, Statement Copy will not be suggested again. A When rule, CPMAllowRepeatSuggestions, has been introduced to allow the repeating of suggested tasks during an interaction (if the suggested task conditions are met). Suggested tasks will not, however, be allowed to appear more than once in the suggested task list at any one time (to avoid duplicate tasks). The CAGetSuggestedTasks activity has been modified to evaluate this When rule when determining what tasks to suggest. Step 7 filters out the task repeats. Changing the When rule value to True will force the activity to skip this step, allowing repeated task suggestions. 5-21

121 Below you can see the default value for the When rule is set to False. To enable repeating task suggestions, change the When condition to True. Configuring Intent When Rules Intent When rules contain the criteria that is used to suggest task or campaigns to a user. CPMHC Intent When rules can be re-used between multiple Intent Task and Campaign rules. For information on associating intent when rules with business processes, see Suggesting or Queuing Business Processes. For information about associating intent when rules with offers and campaigns, see Setting Up Campaigns and Opportunities in Chapter 7. To add or modify an Intent rule 1. From the App Explorer, click Rule-PegaCA-Intent-When to display a list of instances. 2. Select an instance, enter a name and save it to your RuleSet. 5-22

122 3. Complete the fields on the Criteria tab described in the table below. Clicking the arrow next to a label expands it to display additional entry fields. Field Short Description Label Data source Description Required. Short description of the task, which appears in task selection lists throughout the application. Assign a label to the criterion that can be referenced in the logic field. Select a valid data source. Default sources include: Member used to evaluate data regarding a member Provider used to evaluate data regarding a provider ProviderEntity used to evaluate data regarding the provider entity Subscriber used to evaluate data regarding a subscriber Contact used to evaluate data regarding a contact Event used to evaluate whether a particular task occurred (for example, for a recent address change, suggest this process) Interaction used to evaluate data pertaining to the interaction object Item used to evaluate data pertaining to a service item IVRData used to evaluate data received from the interactive voice response (IVR) system Likelihood used to evaluate adaptive suggestions RecentInteractionsByContact used to evaluate data pertaining to recent interaction objects for a contact RecentItemsByContact used to evaluate data pertaining to recent service objects for a contact No Source defined by the Pages & Classes tab 5-23

123 Field Field Operation Value Task Class Task Name 4. Click Save. Description Select the property to be evaluated; the list includes properties available for the selected data source. Select the comparison operation Enter the comparison value Select a class; this field appears only if a data source of type event is selected Select a task within the specified category; this field appears only if a data source of type event is selected Configuring Task Suggestions on the Confirm Harness During services processing, task suggestions can be configured to appear on the confirm harness. This feature increases the visibility of specific intent suggestions during service processing. This capability is enabled and demonstrated in the following sample processes: Add a Newborn and Update PCP processes in Member Services and Update NPI process in Provider Services. This feature is supported only for use with Tabbed Navigation displays. Task suggestions are limited to suggestions based on Intent-When conditions that, when true, display the associated intent tasks on the harness. 1. Create the Intent-When rule. 2. In the Find gadget, type CPMTaskSuggestionsOnConfirm. Select the map value rule instance and save it to your RuleSet. 3. List the Intent-When conditions that, when true, enable the display of the associated intent tasks. 4. Click Save. 5-24

124 Configuring Data Sources CPMHC uses Data Source rules extensively throughout the system. Data sources are used to abstract class, clipboard references, and other parameters in order to simplify configuration of: Interaction driver tasks and suggestions CPMHC composite displays Data references within dialog scripts Portal search data retrieval and display To add a data source 1. Select the > CPM > Customer Data Management > CPM Data Sources landing page option to display a list of instances. 2. Select an instance. Enter a purpose and save it to your RuleSet. 3. Enter data in the form described in the table below. Click Save. Field Description Details tab Short Description Short description of the data source Type Select whether the data source is a page, list, or special Page Enter the name of the clipboard page to use for this data source Class Enter the class of the clipboard page entered in the Page field Property Optionally, if you selected a List type of data source, enter.pxresults as the property name 5-25

125 Field Property Class Composite Data Source? Dialog Data Source? Composite Data Retrieval Activity Properties Tab Property Search Tab Use in portal search? Search activity Retrieval Tab Default Interaction Container Display Harness Retrieval Activity Description Optionally, if you selected a List type of data source, enter the class of the.pxresults list Check this box to indicate that this data source may be used as a composite data source. This field will be evaluated in order to populate data sources within the Interaction Driver and CPM Composite landing pages. Check this box to indicate that this data source may be used for data references within dialog scripts. This field will be evaluated in order to populate the data source selection field when configuring dialog scripts via the CPM Configuration Tools wizard. Reserved for future use. Properties included on this tab will be used to populate the list of available fields that users can insert into dialog scripts using the CPM Configuration Tools wizard. Check this box to indicate that CPM should use this data source when performing a portal search function Select the integration activity that should be used to perform the search operation Specify the name of the class that should be used as a temporary container for retrieving and displaying results when a user selects a result from the portal search results list Specify the name of the harness that should be used to display data when the user selects a result from the portal search results list Specify the name of the activity that should be used to retrieve data needed to display data when the user selects a result from the portal search results list 5-26

126 Configuring External Tasks Intent task rules provide three options for configuring tasks that invoke external processes from other PRPC applications. Configuring Remote Tasks Using the External option The External option allows very basic integration between CPM and an external PRPC application with limited functionality. Select this option only if your remote application does not require JavaScript functions on the client. Because modern browsers generally do not allow cross-site scripting, JavaScript features generally do not work with this integration pattern. 1. Create an external system reference in CPM by creating a PegaApp-Admin-Server instance within CPM to reference your external PRPC system. 2. On the Settings tab, enter the following data. Endpoint URL The URL of external system SOAP Servlet that will be used to retrieve external work items displayed in the PRPC Composite System URL The URL of the external system Review Activity Reserved for future use Available Select the check box to enable/disable integration with the server 3. Create an Intent Task rule for your external service process. 5-27

127 On the Task tab, select External from the drop down list. Enter the following values. System Reference The name of the server definition you created in Step 1 SnapStart URL The Snap Start calling Activity for your external task, including login credentials and other activity parameters. Refer to Help for more information on formatting SnapStart parameters 4. Click Save. 5. In your external application, you also need to create a snapstart staring activity to start/launch your process. This is the activity that CPM calls when an external task is selected. This activity should include any parameters that CPM needs to pass to the external system. Configuring Remote Tasks Using the IAC option The IAC option allows users to launch CPM tasks that run processes from other PRPC applications. This option requires the successful installation and configuration of Pega Internet Application Composer (IAC) as a prerequisite. IAC acts as a proxy between CPM and the remote PRPC application. For additional details about IAC, refer to the article About the Internet Application Composer (IAC) PDN. Because this option invokes the remote process through a gateway proxy, JavaScript on the remote application will work in most instances. Because CPM runs the remote process inside an iframe, remote applications should not contain HTML references to _top or _parent. Remote tasks using IAC require the creation of a common user and access group on the remote application. CPM will authenticate using this user each time the remote process is run. 5-28

128 To use the IAC option 1. Install IAC according to the instruction. IAC can be installed on the CPM server or the remote server, though installing on the CPM server is recommended. 2. Configure the host on the IAC gateway by adding a new host. a. Host Name /Connection Name CPM_SampleRemoteProcess b. PRPC Host URL the URL of the remote application, for example: c. PRPC Auth Servlet - the URL of the IAC authentication service on the Remote Server, for example: d. Test and save the connection. You should see a response similar to the one below if successful: 5-29

129 3. From the Class Explorer, select PegaApp-Admin-Server and open the IACGateway instance. Update this so the System URL references the location of the IAC instance that you previously installed. If installed local to CPM, it should look similar to this. 4. Create and configure an Intent Task rule in CPM. On the Task tab, select IAC from the drop down list. 5-30

130 5. Enter the IAC Task Properties described in this table. Property Field System Reference User ID IAC Div ID PegaGadget PegaThread PegaA PegaA_className PegaA_model Description Select the PegaApp-Admin-Server instance defined in the previous step. The login ID of the common user created on the remote application. CPM will use this ID for all users that execute the remote process. The name of the deployed IAC Div on the remote application server The name of the IAC gadget defined during IAC configuration. Specify the remote application thread to be created by PRPC. In most cases this can be left blank. The Pega Action attribute. Select CreateNewWork. When the action is displayed, createnewwork or getnextwork, the AppliesTo class of the specified flow or harness. When there is a classname specified, the name of a model to use when creating a page for that class. 5-31

131 Property Field PegaA_flowName PegaA_harnessName PegaA_page PegaA_readOnly PegaA_key PegaA_workID PegaA_params Pega Application Name Pega System_ID Description When the action is displayed or createnewwork, the name of a flow rule. When the action is displayed, the name of the harness rule. Optional. The name of an existing clipboard page. Optional. By default, the assignment, work object or flow displayed can be edited. Set this attribute to true if the contents displayed in the gadget should be read-only. When the action is openassignment or openworkbyhandle, the pzinskey of the object. When the action is openworkitem, the work object ID of a work item. An object for passing in user-defined parameters. Use object literal notation: "{name: 'value',name: 'value'}" Using the PegaA_params parameter in this way preserves the case of mixed-case strings even when the operator is using a Firefox browser. The remote application name. The connection name of the host connection configured during IAC setup. Configuring Adaptive Suggestions CPMHC tracks usage of tasks and campaigns and dynamically suggests tasks or offers for like customers. This topic describes how to: Disable adaptive suggestion features Configure adaptive suggestions for tasks or offers Change the data used to categorize customer intent usage Change the frequency by which intent usage data is tallied 5-32

132 To globally disable adaptive suggestions As shipped, CPMHC is configured to automatically capture usage data for tasks and offers in order to make adaptive suggestions. To turn off collection of intent usage data, and disable adaptive suggestions globally: 1. In the find gadget, type CAUseFreqScoring. Select the When instance. 2. On the Conditions tab, set the value to false. 3. Click Save. Configuring adaptive suggestions for tasks or offers CPMHC will evaluate intent usage data for like customers as well the percentage likelihood value you configure in order to suggest a task or offer during a customer interaction. As users select tasks and accept offers, CPMHC will calculate frequency and dynamically alter the suggestions presented to the user. To configure an adaptive suggestion, first create an Intent-When rule that specifies the likelihood percentage that should trigger a suggestion. 1. From the App explorer, select PegaCPMHC-Work-Interaction > Decision > Intent When. Click New. 2. Enter a name for the intent. Save it to your RuleSet. 5-33

133 3. On the Criteria tab, select likelihood as the Data Source. 4. Enter the likelihood percentage that you want to use. It is not necessary to enter other customer criteria (e.g, CustomerValue = Gold), as CPMHC will automatically match according to the system-wide customer data criteria you configure. See the procedure To change the data used to capture customer intent usage on the next page. 5. Click Save. 6. On the Criteria tab of your Intent-Task or Intent-Campaign rule, associate the Likelihood Intent-When you created. See Modifying Business Process Suggestions. To change the data used to capture customer intent usage CPMHC will automatically capture and match certain customer data when evaluating likelihoods. By default, CPM matches on CustomerValue and InteractionGoal. To change the context data that is captured and used by the system when evaluating adaptive suggestions, perform the following steps: Step 1: Create a class that inherits from the PegaCA-Data-ContextSnapshot class. 5-34

134 Step 2: Determine what data elements you want to track. This data is used to categorize customer interaction (context) data and intent usage data. The data you select should represent categories of customers or interaction types for which you think likelihood may vary. This data must be available on the clipboard for your customer interaction objects. Step 3: For each of the data elements you want to track: add the property to the class you created in Step 1 add the property to the PegaCA-Data-IntentUsageSummary class Step 4: Update the database tables used to store interaction context data and intent usage summary data. Update these tables to expose the properties you created in Step 3. pca_intent_context pca_intent_usage_summary 5-35

135 Step 5: Update the Data-Admin-DB-Table instances for the class you created in Step 1 and the PegaCA-Data-IntentUsageSummary class to reference the database tables you modified in Step 4. Step 6: Create a copy of the PegaCA-Data-.getContextMapping activity and save it to your RuleSet. In step 1 of the activity, set the class Name you created in Step 1. Step 7: Copy the PegaCA-Data-ContextSnapshot.CAMapContextData activity to the class you created in Step 1. Save it to your RuleSet. Update the activity to map the data properties you created in Step

136 Step 8: Modify list view activities to use your new properties. Copy the CACreateSummaryIns activity to the class you created in Step 1. Save it in your RuleSet. Update Step 6 of the activity to include the properties you created in Step

137 Copy the CACreateSummaryInsInteraction activity to the class you created in Step 1. Save in your RuleSet. Update Step 7of the activity to include the properties you created in Step 3. Step 9: Copy the PegaCA-Data-ContextSnapshot.CAAggregateData list view to the class you created in Step 1. On the Display Fields tab, enter the properties created in Step

138 Step 10: Copy the PegaCA-Data-ContextSnapshot.CAAggregateInteraction list view to the class you created in Step 1. On the Display Fields tab, enter the properties created in Step 3. Step 11: Copy the PegaCA-Data-IntentUsageSummary CAIntentUsageForDemographic list view to the class you created in Step 1. On the Display Fields tab, enter the properties created in Step

139 Step 12: Update the activity CAGetIntentFrequencies activity to reference the properties you created in Step 3. Step 13: Create a copy of the PegaCA-Data-Intent-UsageSummary CAIntentUsage List View instance in your RuleSet. Add the properties you created in Step 3 to the Show These Fields area of the report. 5-40

140 To change the frequency by which intent usage data is tallied 1. From the Class Explorer, select Rule- > Agent- > Queue to display a list of queues. Select the CPM Agents instance. 2. Update the interval setting for the CAAggregateData agent. 3. Click Save. Configuring Interaction Preferences This topic describes: Configuring Customer Verification Defining Call Reasons Configuring the CPM Interaction Timer Changing Default Caller Satisfaction and Disposition Settings Changing Net Promoter Settings Configuring Customer Verification CPMHC has two verification options - account verification and contact verification. A map value specifies which type of customer verification to use during an interaction. To configure the map value 1. From the App Explorer, select PegaCA-Work > Decision > Map Value > AppVerificationParam. 2. Save it to your RuleSet. 5-41

141 3. Modify the Default Value. You can select Contact, Account, or None if you want no verification. 4. Click Save. Defining Call Reasons CPMHC automatically determines the reason for an interaction and presents that value during the interaction wrap-up. A map value rule lets you specify how the reason is determined. To change the CAMethodToSelectReason Map Value 1. From the App Explorer, select PegaCA-Work- Interaction >Decision > Map Value > CAMethodToSelectReason. 2. Save it to your RuleSet. 5-42

142 3. Add, modify, or delete the Default values. The possible values are 1, 2, or 3: 1 = First interaction event 2 = First work object created; if no work object is created, the first interaction event is used 3 = Longest interaction event 4. Click Save. Configuring the CPMHC InteractionTimer CPMHC displays a call timer control to give users a visual cue as to interaction handle time. Call duration is shown in minutes:seconds in relation to the goal and deadline defined within the SLA defined for the interaction work type. The color of the icon will change from green to yellow to red as the duration exceeds the goal and deadline time. To configure the SLA used by the interaction timer By default, CPMHC uses the overall SLA object for the interaction object as defined in the pydefault model for the class. 1. Select the > CPM > Interactions > Interaction Types. 2. Expand an interaction type within the list. Click on the rule name in the Overall SLA Definition field. 3. Save it to your RuleSet. 4. Set the Goal value to the goal for the interaction time. 5. Set the Deadline value as the maximum for your call time. 5-43

143 6. Repeat this procedure for each of the interaction work types used by your application. 7. Click Save. Dynamically Setting the Interaction Timer SLA CPM provides a map value, SetSLATimeValues, that allows the system to dynamically change the SLA goal and deadline based on the Interaction Goal. To configure the map value 1. From the Application Explorer, select PegaCA-Work-Interaction-Call > Decision > Map Value > SetSLATimeValues. Save it to your RuleSet. Note: Separate map values have been provided in the PegaCA-Work-Interaction, - Interaction-Call, and Interaction-Chat work classes to add flexibility in controlling the SLA determination by interaction type. 2. Open the Results tab, and expand the desired Interaction Goal (for example, Retain). 3. Add the.slagoaltime property and the corresponding time value in MM:SS (minutes:seconds) format. 4. Add a new row, and add the.sladeadlinetime property and corresponding time value in MM:SS format. 5. Click Save. 5-44

144 Changing Default Caller Satisfaction and Disposition Settings The ContactDispositionSelect HTML property contains the options available when indicating caller satisfaction level and disposition. To modify the ContactDisposition options: 1. In the Find gadget, enter ContactDispositionSelect. 2. Select the HTML Property instance applied to PegaCA-Work. Save it to your RuleSet. 3. On the HTML tab, modify the disposition values as necessary. 4. Click Save. Changing Net Promoter Settings During interaction wrap-up, CPMHC will calculate Net Promoter scores based on the response to the question On a scale of 0-10, how likely are you to recommend us to a friend? The Net Promoter Score question UI is contained in the section PegaCA- Work.NPSRatingInWrapUp. To remove the NPS question from your wrap up process, copy the CAWrapUp section for your interaction class into your site-specific RuleSet and delete the embedded section for NPSRatingInWrapUp. In base CPM, the question detail is stored on the interaction object itself upon clicking Submit. CPM will calculate the response and quantify the interaction as: 1. Detractor (0-6) 2. Passive (7-8) 5-45

145 3. Promoter (9-10) This detail can be used in future interactions to set the Interaction Goal property and to drive specific application behaviors when configured. Pega also offers a Net Promoter Framework. If installed, answering the Net Promoter question in wrap-up also creates a Net Promoter object and, when the response is Detractor or Passive, a follow up case. More details on the Net Promoter Framework can be found in the Tech Note Using the Net Promoter Framework available on the PDN. Configuring Suggested Work Item Reviews Based on criteria that you configure, a process can suggest a review of a pending work item to a CSR during a customer interaction based on criteria you configure. To configure a suggested review 1. From the Class Explorer, select Rule- > Declare- > CaseMatch to display a list of instances. 2. Select HCReviewServiceItems in the MyCoCPMHC RuleSet and save it to your RuleSet. 5-46

146 3. On the Evaluation tab, enter a cutoff score and select the method you want to use to match cases. 4. Enter the match conditions you want to use to evaluate the work criteria. Note: For a case to be selected, the combined score for that work item based on all the conditions you configure must be greater than or equal to the value in the cutoff score field. 5. Click Save. Configuring Interaction Goals CPMHC creates interaction goals that can be referenced as a circumstance to vary service request processing or as criteria to suggest or queue processes to the user. Interaction goals are configured declaratively using business criteria defined in a decision table rule. CPMHC uses Net Promoter Category, Contact Disposition, and Satisfaction Survey Overall Rating conditions in the decision table. During processing, the InteractionGoal property uses a declare expression rule to call that decision table. To configure interaction goal criteria: 1. From the App Explorer, select PegaCPMHC-Work > Interaction >Decision > Decision Table > DetermineInteractionGoal. 2. Save it to your RuleSet. 3. On the Table tab, enter the parameters in the Conditions table based your desired configuration. 4. Click Save. 5-47

147 Configuring Dialog Controls This section includes the following topics: Configuring the Dialog Method Defining Dialog Script Skill Levels Associating Reference properties with Dialog Scripts Configuring Tabbed Navigation Interaction Greetings Migrating Flow Action Dialog to Different Systems Configuring the Dialog Method CPMHC supports two methods for processing dialog scripts. Flow action-based dialog the system presents dialog for a process/flow action combination. Dialog can be associated with any flow action, and the UI will dynamically adjust the dialog based on the currently selected flow action. This is the default CPMHC setting. No configuration to flows is required to use this method. Assignment-based dialog the system presents dialog for a process/assignment combination. If the user selects multiple flow actions within the assignment, the dialog does not change. To use this method, developers must create a dialog HTML instance and associate it to an assignment within the workflow. This was the default CPM setting prior to the 7.3 release of CPMHC. Configuration of the dialog scripts for both methods is implemented using the Business Analyst Configuration Tools control described in the Customer Process Manager for Healthcare User Guides. To change the dialog method used by CPMHC You can configure the dialog method the system uses in two ways: Using the Dialog Options landing page Using the CPMHC Application Settings map value To change the dialog method using the Dialog Options landing page 1. Select the > CPM > Dialog Management > General Options landing page. 2. Select the Update button. 3. Choose the Dialog Method from the pull down options. 5-48

148 4. Click Save or Check In. To change the dialog method using the CAApplicationSettings map value rule 1. Open the CAApplicationSettings map value rule in PegaCA-Admin-ApplicationSetting via the Rules Explorer. 2. Save it to your RuleSet. 3. Update the Response value for the Dialog Method. 5-49

149 Specify flowaction to associate dialog rules with each flow action in a process. Specify assignment to associate dialog rules with assignments in a process. These values can also be configured using the Dialog General Options landing page. 4. Click Save. Defining Dialog Script Skill Levels Based on skill definitions, CPMHC can display different dialog scripts to CSRs during customer interactions. When condition rules define the name of an operator skill level. In CPMHC, the default skill names are CACSR1, CACSR2, and CACSR3. HTML rules set the default, maximum, and minimum values for the skill levels to determine which dialog scripts display. If you want to change the operator skill definition, you can replace the default skill definition named CACSR with one that you create. To define skill level names 1. From the App Explorer, select PegaCA-Dialog > Decision > When > CACSR1. 2. Enter a rule name that is a concatenation of your skill name and a skill level. Save it to your RuleSet. 3. On the Advanced tab, update the skill level in the field name. 4. Click Save. 5-50

150 5. Repeat this process for each of the skill levels you want to define. Defining Reference Properties with Dialog Scripts CPMHC allows you to define the customer reference properties that a user can insert into a dialog script. References are defined in DataSource rules that the Dialog Wizard uses to generate a list of the properties available for insertion into a script. To define customer reference properties for scripts 1. From the Class Explorer, select Rule- > PegaCA-> DataSource and display a list of instances. Select an instance and save it to your RuleSet. Note: The rule must have the Dialog Data Source box checked for use with the CPM Configuration Tools wizard. 2. On the Detail tab, select the page and class of the Property Source. Check the Dialog Data Source? box. 3. On the Properties tab, select the properties that can be used to include in dialog scripts. Users will be able to select from these properties when using the CPM Configuration Tools wizard to create or modify dialog scripts. 5-51

151 4. Click Save. Configuring Tabbed Navigation Interaction Greetings For the tabbed navigation method only, the HTML instances used for initial and secondary interaction greetings must be specified in the Interaction Driver rule. This procedure is not necessary in Classic Navigation mode, as the system can determine the appropriate dialog from the CAInteractionDriver flow itself. To configure interaction greeting dialog (Tabbed Navigation only) 1. From the Class Explorer, select Rule- > PegaCA-> InteractionDriver and display a list of instances. Select an instance and save it to your RuleSet. 2. On the Dialog tab, enter the name of the HTML instance rule, PegaCA-Dialog class, you want used in the initial and secondary interaction greetings. 3. Click Save. 5-52

152 Chapter 6: Configuring Service Processes This chapter describes how to extend CPMHC service process functions by: Using the Service Process Accelerator to Create New Service Processes Configuring Federated Cases Using Service Process Accelerator Manually Creating New Service Processes Creating Knowledge Content and Processes Configuring Communication Processes Changing CPMHC Default Values Using the CPMHC Service Process Accelerator to Create New Service Processes As an alternative to manually creating a new service process, the CPMHC Service Process Accelerator wizard walks you through the configuration process. This wizard enables you to quickly create a service process that can be launched from the CPMHC Interaction Driver, and is subsequently visible in CPMHC reports, search options, and lists. Topics covered in this section are: Setting up the CPMHC Service Process Accelerator Running the Accelerator Testing and Fine Tuning the New Process Troubleshooting Setting up the CPM Service Process Accelerator Before you run the accelerator, you must configure the following site-specific values in the application settings. These settings can be updated through the Class Settings and Application Behavior landing pages. For more on using these landing pages, see Class Settings and Application Behavior in Chapter 4. For more on creating your implementation s class structure, see Inheriting from CPMHC Classes in Chapter 2. This table summarizes the values that must be configured. Landing Page Field Name Description Class Settings Interaction Class Enter the name of your site-specific Group interaction class group. Class Settings Class Settings Site-specific Class Group Service Process Class Group Enter the name of your site-specific class group. Enter the name of your site-specific class group. 6-1

153 Landing Page Field Name Description Application Behavior Site-Specific Prefix Enter a text value. The CPM Service Process Accelerator will use this value as a prefix when creating new rule instances. Running the Accelerator To launch the accelerator, follow the steps below. 1. Select > CPM > Services Case > Service Accelerator to launch the accelerator. 2. Click Add to start a new process. 6-2

154 Note: Clicking Next >> guides you through the accelerator entry screens. Clicking << Back returns you to the previous entry screen, Clicking Cancel exits the accelerator 3. Select the Application Name, Application Version, RuleSet Name and RuleSet Version for the service process rules the accelerator will create. 4. Click Next>>. 5. Indicate whether you want to create a new work type or use an existing work type, such as a work type created by the Process Commander Application Accelerator. 6-3

155 If you select the option, Create a new work type, enter a work type and description of the work performed by the work type. Enter use case details for the work type. The new work type you enter generates a new class instance and other rules needed to support your process. The Accelerator removes any spaces between words. Do not enter non-text characters. Examples of work types are: Product Survey Technical Support Order Fulfillment The work description you enter is the text displayed in confirmation harnesses and search options available to the user. Examples of work descriptions are: Product Survey Request Tech Support Case Order Fulfillment Request If you select the option, Use an existing work type, select that work type and enter use case details for the work type. If you want your work new work type to be a case and have the ability to cover other work, as well as access Case Management features, check the Create service process as a case box. 6. If you want to use the new work type as a Federated Case that allows the case to be a remote PRPC or CPMHC service process, check the Mark the case as a Federated Case box. See the How to Configure a Federated Case topic in this chapter for more details on Federated Case configuration. 7. Click Next >>. 8. Select the interaction driver process list category value. Enter the corresponding interaction driver text. If you want your new CPMHC service process to appear in 6-4

156 more than one category, you can manually add an instance of an Intent-Task rule after you have finished using the Accelerator. Optionally, select one or more intent rules, or add a new one. Then, specify whether to suggest or queue the intent via the dropdown list. Finally, select the image you want to associate using the search icon. These rules suggest your new service process to users under conditions that you specify. If you do not specify an intent for your process now, you can add it later by updating the Intent-Task rule instance that is generated by the Accelerator. 9. Click Next>>. 10. Define SLAs by entering the overall goal and deadline completion time for your new service process. The default time unit is hours. If you want to specify levels using different time units (days, for example) or add escalation activities, you can manually modify the Rule-Obj-ServiceLevel instance created by the Accelerator. 11. Click Next>>. 12. Optionally, add any properties you need for your new service process. For each property, enter the property name, description and type. The Accelerator allows you to specify simple property types. However, if your new process requires complex properties, you can add them manually. 6-5

157 13. Click Next>>. 14. Select the display options for the properties you defined on the previous form. Depending on the display selected, enter the list of values or the format. You can change these rules or add property attributes by manually modifying the Rule-Obj- Property instance created by the Accelerator. 15. Click Next>>. 16. Review the confirmation information. Click Finish to create the rules for your new process. Click <<Back to modify your choices before creating the rules. 6-6

158 Testing and Fine Tuning the New Process After the accelerator creates your new process, it displays a screen from which you can test and tune the process you just created. 6-7

159 To test your process Click the link in the Test Your Process section. The accelerator launches a new session for you to start an interaction and test your new process. Your process will be available in the Interaction Driver category you selected. It will also appear in default search options, service item lists, and reports. To fine tune your process 1. Click the link in the Refine Your Process section to open your flow rule that the Accelerator created. Customize this flow as needed to meet your application requirements. 2. Click the link to open your HTML section rule to display and customize the section rule that the accelerator created. This section rule is used in confirmation and pop-up review harnesses. Troubleshooting This section describes issues that can occur when you use the CPM Service Process Accelerator and how to resolve them. Wrong process launched from the Interaction Driver Problem: When you submit your new process from the CPMHC Interaction Driver, another process launches - for example, Address Change. Resolution: The CAWorkClasses map value rule instance in your CPMHC work class (for example, PegaCPMHC-Work) maps the Work Type and Work Class Value for your process. If a work type is not found for this rule instance, the system uses the default class specified. Check your RuleSet hierarchy to make sure that the CAWorkClasses map value updated by the Accelerator is the highest in the hierarchy. Accelerator failed because of RuleSet restrictions: Problem: The Accelerator is unable to save certain rule instances due to RuleSet restrictions. Resolution: Verify that the class names entered in the Accelerator map values you defined in your initial configuration do not have RuleSet restrictions defined in the Restrictions tab of the Class instance. Service processes are not showing up in service item search options Problem: New service processes are not showing up in the item-type search options available via the customer composite buttons. 6-8

160 Resolution: The default CPMHC configuration creates the list of service processes dynamically using the Work-class. Check any custom configuration at your site to determine if these functions were overridden. Configuring Federated Cases Using the Service Process Accelerator Federated Cases allow CPM users to use processes from other CPM or PRPC applications. This topic describes how to create a Federated Case (service process) using the Service Process Accelerator. 1. Start the Service Process Accelerator. 2. Follow the steps described in the Using the CPM Service Process Accelerator to Create New Service Processes topic of this chapter. In Step 7, check the box the Mark the case as a Federated Case box. This option ensures the proper case type rule and class are created including setting the Federated Case flag on the case type rule. 3. Once the service process and case type rule have been created, the following configurations must be completed: a. In the new Case Type rule (pydefault) Remote Case Configuration tab, select the Remote System from the list of available options. 6-9

161 b. Click to Open the remote system rule and update the environment configuration fields. Gateway URL the URL of the IAC gateway System URL the URL of the remote PRPC system System ID the IAC gateway host name Application Name the application name of the remote PRPC service process User ID the User ID of the remote PRPC system Password the Password of the remote PRPC system 6-10

162 c. When the remote system environment configuration is complete, click Retrieve Information to refresh the Class Name list with the available remote service processes. d. Complete the Supported Actions section. Create new Work - Check the box and enter the starting process or use the prompt to see the available options (e.g. available remote system service processes). Show in New Work Menu - Checking this box populates the service process in the New > Run Process menu. Map values to initialize properties for instantiation Checking this box to maps properties from the master system to the remote system to prepopulate values in the remote work object. Open Work Checking this box enables the ability to open an existing remote object from the master system. e. Complete the Data Mapping from Remote Gadgets section. Enter the three Target Property rows as illustrated below. f. Create a section rule in the new work class. CAWorkSpecific is used in this example. 6-11

163 Add section. Open the Parameters and set the following remote parameter configuration. Add the PegaCA-Work.CPMFederatedCaseGadget section. Open the Parameters tab for this section and confirm the default values are as below. 6-12

164 In the new work class, create a new flow action that includes the section rule created in step f. Modify the flow in the new work class to reference the above flow action (modify the sample flow action). g. On the remote PRPC system, configure a service process to be a remote case. Open the appropriate case type rule in the remote system. On the Processes tab, select a Starting Process. On the Advanced tab, check the Publish as a Remote Case Type box. Check the Permit new work creation box. Add Property Names as required. Select the Flow Name and Last Flow Step Task Label based on your implementation. 6-13

165 This completes the Federated Case configuration process. You can test your new service process by opening an interaction and launch the process from the interaction driver category that you defined. Manually Creating New Service Processes Follow the 13 steps described on the following pages to create new service workflows that you can launch from CPMHC. Note: As an alternative to this manual procedure, you can use the CPMHC Service Process Accelerator to create new service processes. See Using the CPMHC Service Process Accelerator. Step 1: Creating a New Service Object Class You begin by creating a new concrete class for your service object under the PegaCPMHC- Work class. Prior to adding a class, you may need to copy the PegaCPMHC-Work class group into your RuleSet. To create a new service object class 1. From the Class Explorer, select PegaCPMHC-Work. Click next to the class that is most like the one you want to create to display the Class form. 2. Save it to your RuleSet. 6-14

166 3. In the Settings section of the General tab, verify that the class is Concrete and that it belongs to a class group. Enter PegaCPMHC-Work in the Class Group and Class Inheritance sections. If your service process will be a PRPC case, set the parent class to PegaCPMHC-Work-Cover- or to a site specific class that inherits from PegaCPMHC- Work-Cover-. 4. Click Save. Step 2: Creating New Service Object Properties In this step, you create properties for the new service object. To create new service object properties 1. From the App Explorer, select PegaCPMHC-Work > Data Model > Property to display a list of all inherited properties for the class. 2. Right-click Property and select New. Enter the AppliesTo class from Step 1: Creating New Service Object Classes, the Property Name and Description. 3. Save it to your RuleSet. 6-15

167 4. On the General tab, complete the property definition. 5. Click Save. Step 3: Creating New Service Workflows CPMHC uses standard facilities to: Include service object references within the interaction log during a customer interaction - Log activity Manage the housekeeping necessary to switch between a service object and an interaction object during the course of a customer interaction - CAReturnToCaller activity Manage the dialog scripts associated with your service flow if you are using the assignment-based dialog method - CADialog assignment rules and HTML dialog instances These activities have been incorporated into a sample service workflow to help you develop your own service workflows. To create a custom workflow 1. From the App Explorer, select PegaCA-Work > Process > Flow > SampleCPMServiceFlow to display the flow definition. 6-16

168 2. Click Save As and enter the Class Name from Step 1: Creating New Service Object Classes and save it to your RuleSet. 3. On the Pages & Classes tab, reference the new class you created. 4. Use the following standard Assignment activity rules within your flows. CADialogWorklist CADialogWorkBasket CADialogWorkListOrBasket Note: If you are using flow-action based dialog methods, you can use standard Process Commander assignments. If you are using assignment-based dialog methods, you must use the CPM assignments listed above. For more information about dialog methods, see Configuring the Dialog Method in Chapter

169 5. Create new HTML instances for the dialog associated with each assignment. Create the new instances in the PegaCA-Dialog class and include the name of the HTML instance in the parameter property panel of the assignment. Skip this step if you are using flow action based dialog methods. 6. Click Save. 7. Create additional workflow elements (such as flow actions, local actions, and utilities) based on your process needs. See the Application Developer Help and PDN for more information about creating these rules. Step 4: Creating Starting Workflow Activities In this step, you create an activity for your new workflow that calls the standard CAStartFulfillmentTask activity. To create your starting activity 1. From the App Explorer, select PegaCPMHC-Work-Interaction > Technical > Activity. 2. Select an existing starting activity such as HCPCPUpdate. 6-18

170 3. Click Save As. Enter PegaCPMHC-Work-Interaction in the Applies To field, the Activity Name, and save it to your RuleSet. 4. On line 5 of the Steps tab, click to expand the method and then enter a value for the WorkType parameter for your new workflow. This value is referenced by a Map Value rule that you create in Step 8: Adding Workflows to the Work Class Map Value Rule. Note: To test your new workflow, you must complete the remaining six steps in the Creating New Service Workflows process. 5. On the Pages & Classes tab, enter CAInteraction as the Page Name and PegaCPMHC- Work-Interaction as the Class. 6. On the Security tab, add PegaCPMHC-Work-Interaction as the Privilege Class. 7. Click Save. Step 5: Creating Service Levels In this step, you create a service level for your new work object. To create a service level 1. From the Class Explorer, select Rule- > Obj- > Service Level and display a list of instances. Select an existing service level instance such as Default in the Workclass. 2. Click Save As. Enter the class name in the Applies To field and enter a Service Level name. You will use this name as the value of the.pyslaname property in Step 6: Creating Default Workflow Models. Save it to your RuleSet. 6-19

171 3. On the General tab, enter your service level detail. 4. Click Save. Step 6: Creating Default Workflow Data Transform In this step, you create a data transform for your new class that references the associated flow name and description. To create your default model 1. From the App Explorer, select PegaCPMHC-Work > PCPUpdate> Technical > Data Model > Data Transform > pydefault. 2. Click Save As, enter the class name from Step 1: Creating New Service Object Classes in the AppliesTo field, the Data Transform Name and Short Description. Save it to your RuleSet. 3. Enter the following information: 6-20

172 Field Description.pyFlowName The name of the workflow you created in Step 3: Creating New Service Workflows.pyLabel field Description of the workflow you created (in quotes).pydescription Description of the workflow you created (in quotes).pyslaname The name of the service level rule you created in Step 5: Creating Service Levels. 4. Check the Call superclass model? box. 5. Click Save. Step 7: Configuring the PRPC Case Type Rule NOTE: This step only applies if your service item will be a PRPC case (cover). For standard work items (non-covers), you can skip this step. 1. Create a new case type rule, or copy an existing one from another service process. The name of the rule will be set to pydefault automatically. 2. Configure the case type options. a. Select the starting workflow for supporting processes. This should be set to Manually Start. b. Select any coverable work types that can be added to the case in the Coverable Work Types section. Step 8: Adding Workflow Processes as Interaction Tasks In this step, you create a new Intent-Task instance for your new workflow process that references the starting activity you created. To create a new task 1. From the App Explorer, select Rule-PegaCA-Intent-Task to display a list of instances. Select an existing task, such as Complaint in the PegaCPMHC-Work-Interaction class. 2. Save it to your RuleSet. 6-21

173 3. Select the Standard task type from the dropdown. 4. In the Associated Class field, enter PegaCPMHC-Work-Interaction. The class the rule is applied to determines the category in which the task appears on the interaction driver. The class is NOT the name of the class entered in Step 1: Creating new Service Object Classes. For more information, see Adding Workflows as Interaction Tasks. 5. In the Starting Activity field, enter the name of the activity you created in Step 4: Creating Starting Workflow Activities. 6. Check the Show in List of Available Tasks check box to add the workflow to the Interaction Driver Selection list. 7. Click Save. To have your new process suggested to CSRs based on specified criteria, see Configuring Business Process Suggestions. Step 9: Adding Workflows to the Work Class Map Value Rule Before your new work object can reference the class you defined, you must add the object to the CAWorkClass following the procedure below. To add your object to the Work Class rule 1. From the App Explorer, select PegaCPMHC-Work > Decision > Map Value > CAWorkClasses. 6-22

174 2. Add a row. Enter your new Work Type and its associated Class Name. Use the work type that you entered as the WorkType parameter value in Step Click Save. Step 10: Creating Field Values In this step, you create three field values that display service object information on the review and confirmation work harnesses. The names of the field values are: ConfirmationTitle HeaderTitle SpecificInfoTitle TaskUsage To create field values 1. From the App Explorer, select PegaCPMHC-Work > PCPUpdate > Property > FieldValue to display a list of pycaption instances. Select ConfirmationTitle. 6-23

175 2. Click SaveAs. Enter the class name from Step 1: Creating New Service Object Classes in the Applies To field and save it to your RuleSet. 3. In the Localized Label field, enter the text you want to appear in the confirmation title. 4. Click Save. 5. Repeat these steps for the HeaderTitle, SpecificInfoTitle, and TaskUsage instances. Step 11: Creating a Section In this step, you create a section that is used to display read-only information to the user about the work object on all review and pop-up review forms. To create an HTML section 1. From the App Explorer, enter PegaCA-Work > User Interface > Section > CAWorkSpecific. 2. Click SaveAs. Enter the class name from Step 1: Creating New Service Object Classes in the Applies To field and save it to your RuleSet. 6-24

176 3. Update the layout to incorporate properties and captions for your service process. 4. Click Save. Step 12: Updating your Application Rule In this step, you add your new work type and class to the application rule for your application. 1. From the Rules Explorer select Application Definition > Application to display a list of application rules. Open the rule for your application. 6-25

177 2. On the Details tab, enter your new work type and class in the Name and Implementation Class fields in the Work Type section. 3. Click Save. Step 13: Creating an Application Use Case In this step, you add a use case rule for your new work type. 1. From the Rules Explorer, select Application Definition > Application UseCase. 2. Click New. Select your Application Name and Work Type that you entered in Step 11: Updating your Application Rule. 3. Enter a name for the use case. Click Create. 4. On the Definition tab, select the Trigger, Actor, and Est. Development Effort. 5. Enter a Description of the use case. 6. Click Save. 6-26

178 Creating Knowledge Content and Processes Knowledge content is a type of rule that enables you to index and reference information stored within CPMHC or in external sources. Knowledge content provides CSRs with relevant information in the following situations: CPMHC pop-up help functions Frequently-Asked-Questions (FAQ) process Materials Fulfillment process Reference Materials gadget Knowledge content consists of the following rule types. Knowledge categories enable you to organize knowledge topics into like groups. Knowledge topics pertain to a particular knowledge category and reference the file, activity, or URL that supplies the knowledge content. Multiple knowledge topics can be created for a knowledge category. Note: Authorized business users can associate knowledge topics with any process screen using the CPMHC Configuration Tools control See Using CPMHC Configuration Tools in the Customer Process Manager for Healthcare User Guides. Knowledge processes are special CPMHC service processes that support and utilize your site s knowledge content. CPMHC supports the following knowledge processes: Frequently Asked Questions (FAQ) enables users to browse and search for knowledge content; the system maintains a count of topics that satisfy inquiries to present the most relevant content to the CSR Diagnostic uses the Process Commander goal-seek capability to interactively prompt users for information needed to diagnose a problem or situation This topic describes the following processes. Creating a Knowledge Category Creating a Knowledge Topic Authoring Knowledge Content Recommending Knowledge Content Enabling Knowledge Content Search Configuring Knowledge Content Rating Adding a FAQ Process Adding a Diagnostic Process 6-27

179 Creating Knowledge Categories 1. From the Class Explorer, select Rule-Obj-FieldValue 2. Click New. Enter the values described in the table below and click Create. Field Name Applies To Field Name Field Value Short Description RuleSet and Version Description Enter the name of the FAQ class that this category applies to; If it can be applied to all FAQ processes, add it to the KM- class Enter the text KnowledgeCategory ; CPMHC uses this field name to generate a list of categories Enter the name of your knowledge category Enter text describing your category Select your RuleSet and Version 3. Enter a value in the Localized Label field that can be used for display. 4. Click Save. 6-28

180 Creating a Knowledge Topic 1. Click > CPM > Knowledge Management > Content Inventory. 2. Click Add. 3. Use the SmartPrompt to select the Category containing the topic and enter a Topic name. 4. Enter your RuleSet and Version and click Create. 6-29

181 5. Enter data as described in the table below. Field Knowledge Content Tab Content Language Content Abstract Content Type Description Enter the language in which the knowledge content is written. Use the abstract to provide a meaningful summary of the content (up to 1K of text). The abstract will enable users to determine that the content is applicable without having to open the actual article or link. If URL is selected, enter the name of the URL in the ContentURL field. If File is selected, enter the File Type field (file suffix), and the name of the Rule-File- Binary definition for the file. If Activity is selected, enter the name of the activity that will obtain and display content. If Authored is selected, enter and format the text manually in the Author Knowledge Context box that appears. Additional options for authored content are described in the section entitled Authoring Knowledge Content. Criteria Tab - See topic Recommending Knowledge Content for more details Security Tab Privilege class & Privilege Name 6. Click Save. If used, the user must have this privilege in order for the content to appear in Lists of knowledge content throughout the system (Help, Service Processes, Search Results, etc). 6-30

182 Authoring Knowledge Content CPMHC enables you to author and store knowledge content articles directly within the system. To author content, create a content rule and select the type of Authored. Authored content has several additional configuration options that display on your screen. Field External Allowed Content Internal Description Select this option to enable the content to be available to requests from external users or systems. Leave it unchecked to limit viewing the content to internal (CPMHC) users only. Use the content area to define and format a section of text to be used for knowledge content. You may add additional sections of text by selecting the icon below the section. Check this box to limit an individual section to internal users. When used in combination with the External Allowed checkbox, you can create a single article that can be re-used for internal and external users, but maintain control over which sections are displayed for each. Select the trash can icon to delete an entire authored content section. Recommending Knowledge Content In CPMHC, you can configure options on the Criteria tab of the knowledge content rule to specify conditions under which a particular content rule is suggested to a user, even though it may not be linked to a particular flow or flow action. For more information on linking content to a flow and flow action, see the Customer Process Manager for Healthcare User Guides. Configure the following options on the criteria tab to recommend the knowledge content article during a process: Field Suggestion Classes Description Select associated classes for the Knowledge Content suggestions. The content rule will be evaluated for suggestion only when the user s active work object class matches one of the specified suggestion classes. Classes are evaluated with an Or condition if multiple classes are specified (Class A or Class B or Class C, etc). 6-31

183 Field Intent Conditions Visual Cue Description Select Intent When conditions to be evaluated. If the Intent-when conditions are met, and the user s current work object class is on the suggested classes list, the content will be recommended to the user. Intent When conditions are evaluated with an Or condition if multiple conditions are specified (When A or When B or When C, etc). The combination of class and Intent When conditions are evaluated using an And condition (Class A or Class B AND When A or When B). Click the Lookup icon and select a visual cue that will be displayed when the content is displayed as a result of a recommendation. Enabling Knowledge Content Search CPMHC provides an enhanced search capability for knowledge content that uses the Lucene search capability included with PRPC. Knowledge content searches in the user portal and the Knowledge Content Inventory landing page utilize this enhanced search. The search will find matches in any of the fields available in the knowledge content rule, including the abstract and will also search the authored sections of an authored knowledge content rule. In order for this feature to work properly, PRPC rule indexing must be enabled. Indexing can be access via the landing page System > Settings > Search and enabled by clicking the Enable Indexing checkbox, checking Rules, Data, Work and then clicking Re-Index button for each. You should wait for indexing to finish for one before starting the other indexing. Reindexing can take a very long time (3 hours) and varies with the number of rules indexed. The system can be used while indexing occurs but any search results cannot be guaranteed complete until indexing does finish. Configuring Knowledge Content Rating CPMHC allows users to rate knowledge content to ensure the most useful content is presented to users during help or FAQ processing. When a user rates a piece of content, CPMHC stores their rating data in the pca_rating_knowcont table in the PegaRULES database. On a periodic basis, the CPMHC agent, RatingAggregateData, runs to roll-up ratings by various users. The summary ratings are stored in the pca_rating_sum_knowcont table in the PegaRULES database. 6-32

184 To change the interval of the knowledge rating agent 1. From the Class Explorer, select Rule- > Agent-> Queue to display a list of queues. Select the CPM Agents instance. 2. Update the interval setting for the RatingAggregateData agent. 3. Click Save. For more information regarding agents, see Chapter 2, CPM Agents section. Adding a FAQ Process Follow steps 1 through 13 of the Creating New Service Processes topic with the following exceptions: Step 1. Creating New Service Object Classes add your FAQ process to your site-specific class group that inherits from the PegaCPMHC-Work-KM- class group Step 2. Creating New Service Object Properties if you need additional properties for your custom process, add them - Otherwise, skip this step; he properties to select and view knowledge topics are already defined Step 3. Creating New Service Workflows Copy the HCMemberFAQ or HCPRoviderFAQ flow to your FAQ class, instead of the SampleCPMServiceFlow Adding a Diagnostic Process Follow steps 1 through 10 of the Manually Creating New Service Workflow topic with the following exceptions: Step 1. Creating New Service Object Classes add your Diagnostic process to your site-specific class group that inherits from the PegaCPMHC-Work-KM- class group 6-33

185 Step 2. Creating New Service Workflows copy the CASampleDiagnostic flow to your class instead of using the SampleCPMServiceFlow Step 6. Creating Default Workflow Models copy the data transform rule, pydefault, from the PegaCPMHC-Work-KM-Member-MedicareDiagnostic class and update the.diagnosisgoalproperty value to the name of the property that the process is attempting to diagnose For the property specified as the diagnosis goal, create a Rule-Declare-Expression and a corresponding DecisionTree or DecisionTable. These declarative rules drive the goal-seek Diagnostic process. Note: For additional information about configuring Declarative rules, use the online Application Developer Help and the PDN. Configuring Communication Processes A communication process is a workflow that enables a CSR to deliver customer-specific messages based on message criteria you configure. To create a communications workflow, follow the steps below. Step 1: Create a message script 1. From the App Explorer, select PegaCPMHC-Work-Interaction > Technical > HTML > CAWelcomeMessage. 2. Save it to your RuleSet. 3. Enter the message script on the HTML tab. You can also insert clipboard references into the HTML to personalize the message for the customer. 6-34

186 4. Click Save Step 2: Create a starting activity 1. From the App Explorer, select PegaCPMHC-Work-Interaction > Technical > Activity > CAWelcomeMessage. 2. Save it to your RuleSet. 6-35

187 3. Expand step 1 and enter the name of the HTML record in the Properties Value field. 4. Click Save. Step 3: Create the communication flow 1. From the App Explorer, select PegaCPMHC-Work-Interaction > Process > Flow > CAWelcomeMessage. 2. Save it to your RuleSet. 3. Open the flow for editing and select the DisplayMessage assignment shape. On the Edit tab of the properties panel, enter the name of the HTML script in the Message field. 4. Save the flow. Step 4: Create an intent task 1. In the Find gadget, enter CommunicationWelcome. Select the Intent Task instance. 2. Save it to your RuleSet 6-36

188 3. On the Task tab, enter PegaCPMHC-Work-Interaction in the Associated Class field and the name of your activity from Step 3: Create the Communication Flow in the Starting Activity field. Leave the Shown in List of Available Tasks check box blank unless you want the message to be accessible for all interactions. 4. On the Criteria tab, enter the name of the Rule-Pega-CA-Intent-When rule that defines the criteria for suggesting this message. The short description of that rule appears as the reason in the suggested processes area of the Interaction Driver screen. 5. Click Save. 6-37

189 Changing CPMHC Default Values As a CSR follows a workflow, CPMHC displays selection boxes with lists of available options. You can change the values in a list as well as the default value. This topic describes how to edit the following options. Complaint and Compliment Reasons General Service Item Types Transaction Dispute Reasons Address Types Communication Options Types Location Information Reference and Fulfillment Materials Complaint and Compliment Reasons The HCPMComplaintCategory Control sets the values that categorize a caller s complaint or compliment. The HCPMComplaintReasonList HTML fragment defines the default reasons associated with those categories. To modify the complaint categories 1. In the Find gadget, type HCPMComplaintCategory. Select the Control instance. 2. Save it to your RuleSet. 6-38

190 3. On the HTML tab, add modify, or delete the OPTION VALUE statements. 4. Click Save. To change the default reason 1. In the Find gadget, type CAComplaintReasonList. Select the HTML Fragment instance. 2. Save it to your RuleSet. 6-39

191 3. On the HTML tab, find the lines that include if (Category = = xxx ) where xxx is a value listed in the HCPMComplaintCategory Control. Change xxx to another value listed in the property. 4. Click Save. General Service Item Types The ServiceItemType Control defines the options available in the Service Item Type selection box. To modify service item type options 1. In the Find gadget, type CAServiceItemType. Select the Control instance. 2. Save it to your RuleSet. 6-40

192 3. On the HTML tab, add modify, or delete the option value = statements. 4. Click Save. Transaction Dispute Reasons The AppDisputeReason Control stores transaction dispute reasons that display on confirmation screens. When you change the Control, you must also update the HTML Fragment that displays the list of values on the confirmation screen. To modify transaction dispute reasons 1. In the Find gadget, type AppDisputeReason. Select the HTML Property instance. 2. Save it to your RuleSet. 6-41

193 3. On the HTML tab, add, modify, or delete option value statements by changing values and display text. 4. Click Save. To change the HTML fragment 1. In the Find gadget, type CADisputeTransaction. Select the HTML Fragment instance. 2. Save it to your RuleSet. 6-42

194 3. On the HTML tab, find the section containing this table text: <td class="actionlabel">reason</td> <td align="right" valign="top" class="actionvalue">{when.disputereason == "incorrectamount"}incorrect Amount{/when} {when.disputereason == "incorrectaccount"}incorrect Account{/when} {when.disputereason == "duplicatecharge"}duplicate Charge{/when} {when.disputereason == "notreceived"}not Received{/when} {when.disputereason == "notpurchased"}not Purchased{/when} {when.disputereason == "incorrectfee"}incorrect Fee{/when} {when.disputereason == "duplicatefee"}duplicate Fee{/when} {when.disputereason == "other"}other{/when} </td> 6-43

195 4. Update the HTML with the value changes that you made to the AppDisputeReason Control. 5. Click Save. Address Types You can replace the default address types, such as home address and billing address, used by CPMHC by editing the PA_ADDRESS_TYPE table. To change address types 1. Use your database tool to open the PA_ADDRESS_TYPE table and display the sample data. 2. Replace the sample entries with your address types. Note: In the Category column, C = Contact and B = Business Unit. 3. Save your updates. Communication Option Types You can replace the default communication option types, such as phone, , and fax, by editing the PA_COMMUNICATION_TYPES table. To change communication types 1. Use your database tool to open the PA_COMMUNICATION_TYPES table and display the sample data. 6-44

196 2. Replace the sample entries with your communication types. Note: In the Category column, C = Contact and B = Business Unit. 3. Save your updates. Location Information The Location Finder utility in CPMHC uses location data to identify locations such as nearby branch offices and display address information. You can add to, modify, or replace the location data by editing two database tables. PCA_LOCATION_CATEGORY_TYPE defines location categories by a category code PCA_LOCATION_CATEGORIES defines address and location detail for the category codes entered in the first table. To add or change category types 1. Use your database tool to open the PCA_LOCATION_CATEGORY_TYPE table and display the sample 2. Replace the sample entries with your category codes and descriptions. 3. The codes you enter here must be in the CategoryCode column of the PCA_LOCATION_CATEGORIES table. 4. Save your updates. 6-45

197 To add or change location information 1. Use your database tool to open the PCA_LOCATION_CATEGORIES table and display the sample data. 2. Replace the sample entries with your category location data. 3. The category codes you enter here are the codes in the CategoryCode column of the PCA_LOCATION_CATEGORY_TYPE table. 4. Save your updates. 6-46

198 Chapter 7: Configuring Other CPMHC Components This chapter describes the configuration of additional CPMHC components. Topics are: Configuring System Generated Priority Notes Configuring Call Volume Alerts Configuring the Callback Number Configuring Child Interaction Tabs Configuring the Call Back # Configuring Express Actions Configuring the Express History Control to Enable Info Tracking Setting Up Campaigns and Opportunities Configuring Service Level Rules Configuring CPMHC Reports Configuring Quality Review and Customer Satisfaction Surveys Using Contact Security Facilities Defining Products and Product Types Configuring System Generated Priority Notes CPM displays two types of system-generated priority messages on the user portal, one associated with the Contact and one with the Business Unit. CPMHC uses the Contact related functionality. Using a decision tree rule, you can configure multiple messages and the conditions under which each is presented to the CSR. System-generated notes are displayed inthe Priority Notes field of the screen pop for a phone call. 7-1

199 To configure these notes, you create messages and then edit the decision tree that selects which note to display. CPMHC contains two declare expression rules defined for contact and business unit messages. These rules call corresponding decision tree rules with the same name. CABusinessUnitSystemNote (not used in CPMHC) CAContactSystemNote The decision trees call HTML instances containing the priority note. The CPMHC decision trees are configured to call the following sample notes: CABusinessUnitSystemNote - displays CAGenericBuNote CAContactSystemNote - evaluates whether DissatisfiedWithInteraction, ConcernedWithInteraction, or PlatinumCustomer note displays To configure system-generated priority notes 1. From the App Explorer, select PegaCA-Work-Interaction > Technical > HTML > PlatinumCustomer. 2. Enter a name and save it to your RuleSet. 7-2

200 3. Add the note text. 4. Click Save. 5. From the App Explorer, select PegaCPMHC-Work-Interaction > Decision > Declare Expressions > CAContactSystemNote. 6. Save it to your RuleSet. 7. Edit the associated decision tree rule, adding notes and conditions to the decision parameters. Create a row for each note; enter the condition required to display it. For each condition, enter the name of the note to display. 7-3

201 8. If you want to display a note in the case that none of the conditions is met, enter its name in the Otherwise section. 9. Click Save. Configuring Call Volume Alerts CPMHC provides the ability to display visual indicator to CSR s about the volume of interactions that a contact center is receiving. This indicator fills a similar role that reader board would by showing the CSR s an overall volume indicator, as well as low level details of the current contact center metrics. It also provides declarative properties that can be used to change the behavior in the CPMHC application. For example: eliminating upsell offers during periods of high volume. CPMHC provides integration stubs in the CPMHC RuleSets. You need to build the final integration to your reader board API or ACD statistics server. The MyCoCPMHC sample application includes a working example and simulator that generates volume statistics that demonstrate the functionality and show the volume alert indicator and related metrics on a CSR portal. Clicking the alert on the portal displays current volume details. CPMHC does not include any prebuilt integration rules for this capability but it does include a number of rule examples that you can copy and reuse for your implementation that define and control the display of the data and volume gadget. These rules are configured under these two classes: PegaCA-Admin-CallVolume 7-4

202 Embed-PegaCA-ServiceVolume Key Configuration Rules The control for the call volume alert display and its refresh rate is set on the Application Behavior landing page. To display the gadget on the portal, set the Display Call Volume? box to set this option to true. This is the default value in the sample. To turn it off, set the value uncheck this field. To set the refresh rate for the gadget, set the Call Volume Refresh Rate to the desired number of seconds. The sample default value is 120. Pega recommends keeping the frequency at or above 60 seconds to minimize any performance impact. For more on updating the Application Behavior landing page, see Application Behavior in Chapter 4. Field Value rules define the alert text for high, low and medium volumes. 7-5

203 The GetVolumeIndicator decision table sets the level of the alert message based on the threshold value. By adding additional conditions and field values, you can display meaningful messages under different volume conditions. The VolumeDataLimits decision table sets conditions for contact center queues shown in the details UI. You can also set other threshholds for metrics important to your operation. 7-6

204 The GetCallVolumeMessageText decision tree sets a text message in the details screen. It is controlled by the DefaultMessage field value. Configuring the Callback # The Callback # populated on the Interaction thumbnail during a call reflects the caller s phone number received from the ACD. When PegaCALL is installed, a user can click on the Callback # to trigger an outbound call to the customer in the event the CSR is accidentally disconnected during an interaction. Clicking the Edit link from the thumbnail displays a modal window to allow the CSR to change the Callback # to reflect the preferred phone number provided by the customer. 7-7

205 The Callback # property CAInteraction.InteractionANI is referenced in the CPMInteractionANI section and auto-populated with the incoming ANI by pulling the CTICall.ANI data from the clipboard (utilizing PegaCALL functionality). Triggering an outbound call utilizes the PegaAppCA.CPMMakeCall control referenced in the Callback # property. 7-8

206 Configuring Express Actions As of CPMHC 7.6 SP1, it is possible to create links that allow CSRs to launch selected processes directly from the customer composite. These links are referred to as express actions. For example, in the screenshot below the list of benefit plans on the member s policy have been configured to provide a link which launches the Review Benefits process for the selected Plan. Express actions are configured using the CPMLaunchServiceProcess control. To configure an express action 1. Open the Section rule for the appropriate area of the customer composite. If needed, save it to your RuleSet. 2. Select the cell in which you want to configure the express action link and open its properties. 3. In the Control field, select CPMLaunchServiceProcess. 7-9

207 4. Click the symbol to configure the control. 7-10

208 5. Launching a new service process opens a new tab when using tabbed navigation. Enter the label for this new tab in the TabLabel field. 6. Enter the name of the service process to launch in the TaskName field and its class in the TaskClass field. 7. Add any necessary parameters to the Param and Value fields. 8. Click OK. Save the Section rule. Configuring the Express History Control to Enable Info Tracking The Express History feature utilizes a new control, CPMHistory, that allows an agent to track important information that has been shared with a customer, whether a service process has been executed or not. If an agent simply communicates an account balance to the 7-11

209 customer, and wants to log this into the audit trail (History), they simply click on an icon that invokes the control. The CPMHistory control can be added to any property display and utilizes a Field Value passed as a parameter when writing the audit line (History). 7-12

210 You can utilize a Field Value to populate the audit trail (History) when the control is called. The property must be available on pyworkpage. Property values can be automatically inserted within the audit trail string by utilizing the {.page.property} format in the Localized Label. For example: Remaining Deductible Amount of {.Policy.RemainingDeductible)} reviewed with {.ContactNameNoSalutation} See example below: Clicking the CPMHistory control icon in the UI triggers a tracking note that is logged to the audit trail (History), reflecting the information shared with the customer. After clicking the icon (pencil icon, as shown above), the icon changes to a check mark and cannot be re-clicked. 7-13

211 Note how the Field Value with the {page.property} is populated with the property value in the History: 7-14

212 Configuring Child Interaction Tabs CPMHC is installed with a sample Child Interaction API configuration that supports the ability to launch and service multiple child interactions during a customer interaction. This allows the CSR to service unrelated accounts and/or contacts during a single interaction. Tasks completed in a child interaction are associated with the parent interaction and displayed in the interaction log. Closing the parent interaction closes all child interactions and tabs are removed from the UI. The interaction, child sub interactions, and any related open service processes are placed on the user s worklist shown as I-2388 (Parent Interaction), I-2389 (Child Interaction) and the two service processes S-1360 and S-1361 in the following example. Business Scenario : A CSR is supporting a call from a member, who is also the Healthcare Proxy for another member on a separate policy and is requesting a transaction on behalf of the other member as well. In the MyCoCPMHC sample application, this feature is launched by clicking the Launch Interaction link in the Contact Other Associations section of the Member tab in Member Services. When the child interaction is launched, a child icon is positioned in the stack of interaction tabs on the right side of the portal underneath the parent interaction. 7-15

213 CSRs can toggle between the parent and child interactions during the call by clicking the associated icon. To configure the interaction CPMHC provides a Control rule named LaunchSubInteraction that provides an HTML sample of the API call required to establish a child interaction. Configuration Note: Although this sample is implemented in the contact section of a composite tab, you can configure it and launch it from anywhere in the UI. The parameters to be passed to the control are set in the Control section of the HCContactMembersMain section rules for the Launch Interaction gadget. 7-16

214 This list describes the control parameters used to launch the subinteraction. ChildInteractionClassName the class of the child interaction. This should be a sub class of the interaction class. For example: PegaCPMHC-Work- Interaction-Sub. 7-17

215 PortalDataTransform Optional parameter used to define a data transform for the launch activity if needed. DisplayLabel the UI label for the link used to launch the child interaction from the UI. Param1_Name the name of the first parameter of the launch activity CPMInvokeInteractionStartActivity. Param1_Value the value associated with the Param1_Name that is passed from the clipboard. Param2_Name the name of the second parameter of the launch activity CPMInvokeInteractionStartActivity. Param2_Value the value associated with the Param2_Name that is passed from the clipboard. Setting Up Campaigns and Opportunities Campaigns are cross-sell, restitution, reward, or retention offers that you might want CSRs to discuss with customers. CPMHC comes with several sample campaigns that you can replace with your own. Opportunities are customer requests that are not necessarily campaign-related, but arise during an interaction. Topics in this section are: Configuring Offer Types Adding a Campaign Modifying Campaign Scripts and Objection Text Changing the Default Opportunity and Offer Functions Configuring Offer Types A map value rule stores a list of available offers for a CSR to present to the customer based upon an interaction type. To modify Offer Type options: 1. From the Class Explorer, select Rule- > Obj- > MapValue. 2. Select CAOfferTypes from the list and save it to your RuleSet. 7-18

216 3. On the Matrix tab, update the offer types (Column Name) and the associated interaction types (Row Name). 4. Click Save. Adding a Campaign CPMHC defines the campaigns as Rule-PegaCA-Intent-Campaign instances. Note: Authorized CSRs can also create campaigns using the Directed Wizard interface, described in the Customer Process Manager User Guide. To add a campaign 1. From the App Explorer, select Rule-PegaCA-Intent-Campaign to display a list of instances. 2. Select an instance, enter a Name for the campaign, and save it to your RuleSet. 7-19

217 3. Complete the tabs described in the table below. Field Short Description Campaign Tab Type Product Frequency Priority Start Date End Date Objective Mail Corr Corr Class Campaign Script Flow Fulfillment Package Campaign Objections Description Required. Short description of the campaign. Select the type of campaign you are creating from the selection box: Cross-Sell, Restitution, Reward, or Retention. Select a product from the Product list. Enter the number of days that must pass before the campaign may be offered again to the same contact. Enter a number from to identify the priority of this campaign. This number is used when sorting the list. The starting date of this campaign. The ending date of this campaign. The reason this campaign is being created. The name of the mail correspondence to be sent. The name of the correspondence to be sent. The class to which this opportunity belongs. The script that is used with this opportunity. This value is a Rule-Obj-HTML instance in the Opportunity class. The workflow that is used with this campaign. A reference ID to a package of materials. Objections that are defined in scripts and appear in a selection box from which CSRs make a selection. 7-20

218 Field Criteria Tab Intent Whens Security Tab Contact Roles History Tab 4. Click Save. Description The intent conditions list consists of Rule-PegaCA-Intent- When instances defined in the Interaction class. When an instance of the Intent-When class is specified, the IntentLed flag is set. CPMHC then scans all the tasks that have intents with the IntentLed flag set, and checks the specified Intent-Whens to find any that evaluate to True. When an Intent-When evaluates to true, the task appears as a suggested process. This tab is a placeholder for security information. Description of the campaign and its usage. Modifying Campaign Scripts and Objection Text CPMHC provides sample campaign scripts that you use as templates for new scripts. Scripts are HTML rules stored in the in the Opportunity class. You can also change the objection handling. Note: Authorized CSRs can also create campaign scripts using a directed wizard interface, described in the Customer Process Manager User Guide. To modify a script 1. From the App Explorer, select PegaCA-Work > Opportunity > Technical > HTML to display a list of instances. 2. Select the HTML rule you want to modify and save it to your RuleSet. 7-21

219 3. Update the HTML source to meet your campaign needs. 4. Click Save. Changing the Default Opportunity and Offer Functions The following topics describe how to edit opportunity-related and offer-related properties: Next Actions Interest Levels Sales Cycle Stages Offers Reasons for Rejecting Offers Changing Default Actions Next Actions A control defines the options available in a Next Action selection box during an opportunity workflow. To modify the options: 1. In the Find gadget, enter CANextActions and select the control instance. 2. Save it to your RuleSet. 7-22

220 3. Add, modify, or delete the option value statements. 4. Click Save. Interest Levels A Control defines the options used by a CSR to indicate a customer interest level in opportunities. 1. In the Find gadget, enter CAInterestLevel and select the control instance. 2. Save it to your RuleSet. 3. Add, modify, or delete the option value statements. 4. Click Save. 7-23

221 Sales Cycle Stages A Control specifies the options that appear in the Sales Cycle selection box in the opportunity workflow. 1. In the Find gadget, enter AppSalesCycleStages and select the control instance. 2. Save it to your RuleSet. 3. Add, modify, or delete the option value statements. 4. Click Save. Offers Reasons for Rejecting RejectReason rules define the available reasons in the Reject Offers selection box. To add or modify reasons for rejecting an offer: 1. From the App Explorer, select PegaCA-Work > Opportunity > Property > Field Value to display a list of instances. 2. Select RejectReason.competitor, enter a field value name, and save it to your RuleSet. 7-24

222 3. Update the localized label value. 4. Click Save. Offers Changing Default Actions When an offer is presented, a customer can accept it, reject it or request more information. You can change the default actions for accepted offers by modifying the local actions defined for the ProcessOpportunity assignment in the opportunity flow. 1. In the Find gadget, type CAHandleOpportunity and select the flow rule. 2. Save it to your RuleSet. 3. Double-click the flow diagram to open the flow for editing. 4. Select the ProcessOpportunity shape. 7-25

223 5. Update the list of local actions in the left properties panel. 6. Save the flow. Configuring Service Level Rules Service level rules automate the process of monitoring work completion. A service level defines a goal (how long users are expected to take to resolve a task), a deadline (the maximum time users are allowed), and the action to take if timeframes are passed. The user interface displays yellow icons to indicate disputes past their goal times, and red icons to indicate disputes past their deadline times. Urgency is a rating scale that determines the priority of an assignment or work object and the resulting order in which assignments appear on worklists. Service levels define an urgency value that is added to assignments or work objects when one of the following conditions occurs: An assignment or work object is first created A goal is passed without resolution A deadline is passed without resolution To see a list of the SLAs in the application, select the > Process & Rules > Processes > SLAs landing page. You can use these as-is or copy them to your RuleSet and modify them. Note: For information about how to configure a service level rule, see the online help topic About Service Level Rules. Configuring SLA Profiles An SLA Profile stores a value associated with an entity such as an account, contact, or account owner. Example: A Claim Total Charge of more than $5000 may have a priority SLA Profile. The Claim Total Charge value can be used as a circumstance in the definition of an SLA. Based on this example, the claim dispute request for a priority claim may require expedited service. 7-26

224 To configure an SLA profile: 1. From the AppExplorer, select PegaCA-Interface-Account > Decision > Declare Expressions > Profile. Alternatively, you can select one of the PegaCA-Interface-BusinessUnit or PegaCA- Interface-Contact.profile instances. The rules are similar in appearance but contain different When statements. 2. Save it to your RuleSet. 3. Update the fields on the Expressions and Pages & Classes tabs as described in the table below. Field Description Short Enter a short task description, which appears in the Description appropriate task selection lists within the application. Expressions Tab Check Condition and Set Property Otherwise Set Property One or more conditions to check, and the property to set for each condition. The property value to set if none of the conditions are met. Pages & Classes Tab Identifies the pages referenced in the Expressions tab. You will typically use the following fields on this tab and the change tracking tab; see the online help for additional information. Page Class Enter the class for the category: Member PegaCPMHC-Party-Member Provider PegaCPMHC-Party-Provider Contact PegaCPMHC-Party-Contact 7-27

225 Field Description Change Tracking Tab Calculate Value 4. Click Save. Select the frequency at which Process Commander recomputes the value of the target property (the property immediately following a When statement on the Expressions tab). Defining Override Profiles Each CPMHC work object has a SLA profile associated with it named Default. SLA overrides allow a CSR to assign a different service level to individual work objects at the Contact, Member, or Provider level through the General task Override SLA. Use the following procedure to create overrides that users can select from the SmartPrompt shown in the example. For more information on Override Profiles, see the Customer Process Manager for Healthcare User Guides. To define an SLA override profile 1. From the App Explorer, select PegaCPMHC-Work > Process > Service Level > SpecialMemberOverride. 2. Save it to your RuleSet. 7-28

226 3. Add, modify, or delete the values to define your service level override requirements 4. For more information about configuring a service level rule, see the help topic About Service Level Rules. 5. Click Save. Configuring CPMHC Reports CPMHC includes many standard reports for monitoring and analyzing work. In this version of CPMHC, the Analytics tab in the user portals have been replaced with the Report Browser tab. Topics in the section are: Configuring the Estimated Application Savings Report Incorporating Charts into Portals Disabling the RDE Date Properties This table lists the types of reports that are available by the Report Definition category. Report Name Description Rule Name Interaction Reports Interaction Channel, by Primary Reason Interaction by Channel Displays a count of interactions for the current month and the average interaction time, grouped by the reason for interaction value. Displays the number of interactions by channel for the current month. CAInteractionSummaryByC hannelbyreason CAInteractionSummaryByC hannel 7-29

227 Report Name Description Rule Name Interaction by Reason Interaction by Operator, by Channel Displays the number of interactions by reason (work type) for the current month. Displays the number of interactions by channel, by operator for the current month. CAInteractionSummaryByR eason CAInteractionSummaryByO peratorbychannel One-Contact Analysis by Channel One-Touch Analysis by Channel Resolution Detail by Operator Satisfaction Summary Satisfaction by Operator Interaction Time Trend by Reason Throughput Reports Throughput Summary by Work Type Throughput by Operator, by Work Type Displays the number of interactions by channel broken down by whether they are related to a prior interaction, for the current month. Displays the number of interactions for the current month "with open cases" and "without open cases". Shows the number of interactions for the current month by operator, broken down by number related to prior interactions, percent related, percent not related, number with open cases, percent with open cases, and percent without open cases. Displays the number of interactions for the current month by reason and average interaction time. Displays the number of interactions for the current month by reason and average interaction time, by operator. Displays a line chart reflecting the average interaction time by reason (i.e., work type) for the current and previous months. Shows the number of work types opened, reopened for the current month. Shows the number of received cases, resolved cases, and open cases by operator by work type for the current month. CAResolutionContactAnalysi ssummary CAResolutionTouchAnalysis Summary CAResolutionAnalysis CAInteractionSummaryByC hannelbyreason CAInteractionSummaryByC hannel CAInteractionSummaryByR eason CAThroughputReport CAThroughputByResolveOp ByWorkType 7-30

228 Report Name Description Rule Name Throughput in Past Week by Work Type Displays the number of cases by work type, grouped by prior cases, new, resolved, and total current cases for the past week. CAWeeklyThroughput Weekly Process Creation by Work Type Open Cases by Work Type Open Cases by Work Type (CSR) Open Cases by Assign Operator Throughput Trend by Operator, by Day Throughput Trend by Operator, by Month Throughput Trend by Operator, by Year Throughput Trend by Operator, by Quarter Throughput Trend by Operator, by Week Throughput Open by Business Unit Displays the weekly process (work type) creation by week (current, last week, two weeks ago, three weeks ago, and so on, through to eight weeks ago). Displays the number of open cases by work type for all operators. Displays the number of open cases by work type for the operator running the report. Displays the number of open cases by assign operator at the time the report is run. Shows the number of received, resolved, and open cases grouped by day and operator (for the current quarter). Shows the number of received, resolved, and open cases grouped by month and operator (for the current quarter). Shows the number of received, resolved, and open cases for the year by operator. Shows the number of received, resolved, and open cases grouped by quarter and operator (for the current quarter). Shows the number of received, resolved, and open cases grouped by week and resolve operator (for the current quarter). Shows the number of open cases, by status and business unit. CAArrivalsPastEightWeeks CAThroughputByWorkType CAThroughputByWorkType CSR CAThroughputByAssignOp CAThroughputByResolveOp ByDay CAThroughputByResolveOp ByMonth CAThroughputByResolveOp ByYear CAThroughputByResolveOp ByQuarter CAThroughputByResolveOp ByWeek CAThroughputByBU 7-31

229 Report Name Description Rule Name Estimated Application Calculates the savings achieved CAApplicationSavings Savings using CPM by comparing the call duration for a service process against an average benchmark for the same process run in a legacy system. The time savings are then multiplied by a cost factor to apply a dollar value to the savings achieved. (See the CPM Implementation Guide for more details on how to configure this report.) Quality Reports Quality Summary by Work Type Quality Summary by Operator Timeliness by Work Type Timeliness by Workbasket Timeliness by Operator Quality By Root Cause By Business Unit, By Day Quality Timelines by Team Displays the number of cases that missed their Goal SLA and Deadline SLA for the current month. Displays the number of cases by operator, grouped by # resolved in 1-day, 5-days, and reopened (for the current month). Displays the number of cases within their Goal, past the Goal, and past the Deadline, grouped by work type. Displays the number of cases within their Goal, past the Goal, and past the Deadline, grouped by workbasket. Displays the number of cases within their Goal, past the Goal, and past the Deadline, grouped by operator. Shows all resolved cases by business unit and by root cause. Shows the number of cases resolved in 1-day, resolved in 5-days, cases reopened, # of cases that missed the SLA Goal, and the# of cases that missed the SLA Deadline, by business unit. CAQualityByReason CAQualityByResolveOp CAAgeResolvedByClass CAAgeByWorkQueue CAAgeByAssignee CAQualityByBUByMonthly CAQualityByBU 7-32

230 Report Name Description Rule Name Quality Report by Reason Shows the number of cases resolved, resolved in 1 day, resolved in 5 days, cases reopened, number of cases that missed the SLA Goal, and the number of cases that missed the SLA Deadline. (No date parameters; reports on all relevant work objects in the database). CAQualityByWorkType Timeliness by Operator and Work Type Ageing Reports Ageing Summary by Work Type Average Turnaround Time by Team Ageing Summary by Assign Operator Campaign Reports Campaign Summary Campaign Effectiveness by Operator Operator Effectiveness by Campaign Offers Rejected by Reason Opportunity Reports Shows the number of cases within their Goal, past Goal, and past Deadline, by operator and work type. Displays the number of cases, by ageing (e.g. 0 days, 1 day, 2 days, 3-5 days, 6-10 days, and so on, to days), grouped by work type. Displays the number of cases by business unit, by ageing (e.g. 0 days, 1 day, 2 days, 3-5 days, 6-10 days, and so on, to days), grouped by business unit. Displays the number of cases, by ageing (e.g. 0 days, 1 day. 2 days, 3-5 days, 6-10 days, and so on, to days), grouped by operator. Displays the number of campaigns in the current month accepted, rejected, or required more information, by campaign (offer). Shows the number of campaigns (offers) in the current month accepted, rejected, and needed more information, by campaign. Shows the number of campaigns in the current month accepted, rejected, and needed more information, by operator. Displays the number of rejected campaigns in the current month by work type. AgeByAssigneeByWorktype CAAgeingByReason CAAgeingByBU CAAgeingByAssignOp CACampaignSummary CACampaignEffectiveness CAOperatorEffectiveness CAOfferRejectByReason 7-33

231 Report Name Description Rule Name Active Pipeline by Product and Stage Displays the number of opportunties by product and sales stage (e.g. Development, Analysis, Legal, etc.). Forecast by Rep, by Displays the forecast of sales Sales Cycle Stage opportunities by total value, by stage and sales rep. Annual Closed Shows the number of closed Opportunity Summary opportunities for the current year and their value by product and sales rep. Annual Lost Sales, by Displays the number of lost sales for Rep, by Reason the current year by sales rep, by reason. Pipeline Ageing by Displays the opportunity pipeline by Product product, by day range (e.g. less than 30 days, 30 to 60 days, 90 to 120 days, etc.). Annual Customer Shows the number of opportunities Opportunity Summary for the current year and their total value by customer. Active Pipeline, by Shows the number of opportunities Broker, by Rep and their total value by broker and sales rep. Forecast Expect Close, Shows the number of opportunities by Sales Cycle Stage and their total value expected to close, grouped by month. Annual Closed Shows the number of closed Opportunities, by Rep, opportunities and their total value, by Month grouped by close month, for the current year. Lost Sale Report, by Displays the number of lost sales for Product and Reason the current year by product and reason. Pipeline Ageing Report Displays the opportunity pipeline by by Rep sales rep, total value, by day range (e.g. Less than 30 days, days, etc.). No date parameters; reports on all opportunities in the DB. Quality Review Management Reports CAActivePipelineSummaryP roductstage CAForecastSummaryByRep AndStage CAAnnualClosedOpptySales Rep CAAnnualLostSaleReportBy RepAndReason CAPipelineAgeingReportByP roduct CAAnnualCustomerOpportu nitysummary CAActivePipelineSummaryB ybrokerbyrep CAForecastSummaryByExp ectedclosemonthbystage CAAnnualClosedOpportunity SummaryByMonthByrep CALostSaleReportByProduct AndReason CAPipelineAgeingReportByR ep 7-34

232 Report Name Description Rule Name Quality Review Summary by Employee and Overall Score Quality Review Summary by Work Type and Overall Score Quality Review Summary by Overall Rating Coaching Sessions by Employee Coaching Sessions by Work Type Quality Reviews In Progress by Work Type System Enhancement Request Summary Customer Satisfaction Reports Net Promoter Scores by Category Net Promoter Trend by Reason for Interaction Net Promoter Analysis Net Promoter Categories by Goal Displays the number of quality reviews by agent, by rating (e.g. Exceeds Expectations, Needs Improvement, etc.). Displays the number of quality reviews by work type and rating. Displays a summary of quality reviews by rating. Displays the number of coaching sessions by employee. Displays the number of coaching sessions by work type. Shows the number of quality reviews pending review by work type. Displays the number of system enhancement requests by disposition (e.g. Under Construction, Scheduled for a Future Release, etc.). Displays the number of Net Promoter ratings by category (Promoter, Passive, Detractor) related to all resolved cases for the current month. Displays the number of Net Promoter ratings by category related to all resolved cases for the current month, grouped by interaction reason. Displays the Net Promoter scores for the current month, grouped by category (Promoter, Passive, Detractor), by interaction reason and average interaction time. Displays the number of Net Promoter ratings for the current month by category (Promoter, Passive, Detractor), by interaction goal. CAQualityReviewSummaryB yemployee CAQualityReviewSummaryB yworktype CAQualityReviewSummaryB yrating CACoachingSessionsByEmpl oyee CACoachingSessionsByWor ktype CAQualityReviewsInProgres s CASystemEnhancementReq uestsummary CANetPromoterByCategory CANetPromoterTrend CANetPromoterAnalysis CANetPromoterByGoal 7-35

233 Report Name Description Rule Name Customer Surveys by Interaction Type Customer Surveys by Overall Rating Customer Surveys by Interaction Reason Customer Surveys by Interaction Type Customer Surveys One- Contact Analysis Customer Survey Response Rate Customer Surveys In Progress Knowledge Management Reports Knowledge Process Summary by Topic Knowledge Processes Requiring Research Knowledge Update Request Summary Displays the number of customer satisfaction surveys for the current month, by interaction type Displays customer satisfaction survey ratings for the current month by rating. Displays the number of satisfaction surveys for the current month by interaction type and overall score. Displays the number of satisfaction surveys for the current month by interaction type. Displays the number of satisfaction surveys for the current month that were related to a prior interaction, by overall rating. Displays the number of satisfaction surveys for the current month by status. Displays the number of satisfaction surveys for the current month that are in progress. Displays the number of knowledge processes by topic for the current month. Displays the number of knowledge processes that required further research, by topic for the current month. Displays the number of knowledge content update requests for the current month by knowledge topic. CASatSurveysByInteraction Type CASatSurveysByRating CASatSurveyByReasonAndS core CASatSurveysByInteraction Type CASatSurveyOneContactAn alysis CASatSurveyResponseRate CASatSurveysInProgress CAKMSummaryByTopic CAKMRequiringResearchBy Topic CAKMUpdateRequestSumm ary Configuring the Estimated Application Savings Report The Estimated Application Savings report calculates the savings achieved using CPMHC by comparing the call duration for a service process against an average benchmark for the same process run in a legacy system. The time savings are then multiplied by a cost factor to apply a dollar value to the savings achieved. To set up the report, you configure: An interaction cost per second value A benchmark duration value for each process you want to calculate 7-36

234 The SavingsAmount and TimeSavings Declare Expression rules Optional updates to the savings report To configure the report 1. From the Find gadget, type CAProcessTimeCost. Select the instance in the PegaCA- Work class. 2. Save it to your RuleSet applied to the relevant service process class that you wish to add to the Estimated Application Savings report 3. On the Expressions Tab, update the cost value as cost per second. 4. Click Save. 5. From the Find gadget type CABenchmarkDuration and select an instance. 6. Save it to your RuleSet applied to the relevant service process class. 7. On the Expressions tab, update the value of the duration in seconds. 7-37

235 8. Click Save. 9. In the Find gadget type.savingsamount, select an instance and save it to your RuleSet applied to the relevant service process class. 10. On the Change Tracking tab, change the Execute this expression field to regardless of any pages it is contained in. 11. Click Save. 12. In the Find gadget type.timesavings, select an instance and save it to your RuleSet applied to the relevant service process class. 13. On the Change Tracking tab, change the Execute this expression field to regardless of any pages it is contained in. 14. Click Save. 15. Repeat these steps for each class you want to include in the calculation. Samples are provided for the following classes under PegaCPMHC-Work. DisputeClaim-Provider DisputeClaim-Member KM-SampleServicePlan KM-SampleFAQ-Provider KM-SampleFAQ-Member KM-MedicareDiagnostic-Provider KM-MedicareDiagnostic-Member UpdMbrDemo-UpdMbrAdd UpdMbr-Demo UpdatePrivacySettings UpdateNPI ScheduleActivity SatSurvey QualityReview ProviderCredentialsUpd ProviderAddressChange PriorAuthorization PCPUpdate OrderIDCard Opportunity 7-38

236 MemberEligibility 16. Optionally, you can modify the savings report. From the App Explorer, select PegaCA-Work > Reports > Report Definition > CPMApplicationSavings. Note: A separate Drill Down report definition, CPMApplicationSavings_DrillDown, is referenced in the User Interactions tab of the above report definition. You can follow the same editing instructions above to make modifications to the drill down view of the report by saving a copy of the CPMApplicationSavings_DrillDown report definition in your ruleset, then specifying the new drill down report in your main CPMApplicationSavings report (User Interactions tab). 17. Edit the report to meet your requirements. 18. Click Save. 7-39

237 Incorporating Charts in Portals Each user portal includes a dashboard section that is configured to display charts. The section rules are named: CPMCSRAndManager_Dashboard CPMSalesRep_Dashboard CPMSalesManager_Dashboard You can configure these sections to display your custom charts by referencing the desired Report Definition in the chart control contained in the respective user portal layout. Use the Report Browser to create custom reports that reflect the unique reporting needs of your business. For information about how to configure Report Definitions and other reporting features, see the articles under the Reporting section of the PDN. The CPMCSR and CPMManager dashboards have been combined into the CPMCSRAandManager_Dashboard section. The ManagerPortalGraphs section is displayed based on a Visible When condition (when CPMHasManagerRole is true ), otherwise, the CSRPortalGraphs section is displayed. To modify the charts displayed in the CSR dashboard view, utilize the CSRPortalGraphs section. To modify the charts in the manager view, utilize the ManagerPortalGraphs section. This image illustrates the CPMWorkAndGraphssection rule that defines the charts displayed in the CPMHC CSR portal Dashboard tab. Note that both the CSRPortalGraphs and ManagerPortalGraphs sections are visible in the CPMWorkAndGraphs rule: 7-40

238 Disabling the RDE Date Properties Previous to CPMHC 7.6 SP1, CPMHC needed to generate a number of date properties for use in its reports. These properties all began with the letters RDE (for instance, RDEDay and RDEMonth). As of CPMHC 7.6 SP1, these properties are no longer used in the out-of-the-box CPMHC reports. However, the population of the property values has been left enabled by default in order to ensure compatibility with any custom CPMHC reports that may have used these properties in earlier versions. The populating of these properties can increase the amount of time it takes to process an interaction. Organizations should consider disabling these properties. To disable the RDE report properties: 1. Update custom reports from previous CPM versions to use the date options of the.pxcreatedatetime property instead of the RDE properties. 2. Select > CPM > Settings > Application Behavior. 3. Click Update to begin editing. 4. This setting is saved on the CAApplicationSavings map value rule. If this rule is not in an open RuleSet, you will be prompted to select an open RuleSet and RuleSet version. 5. Uncheck the Populate RDE Report Properties? field. 6. Click Check In to save and check in your change. 7-41

239 Configuring Quality Review and Customer Satisfaction Surveys This topic describes how to configure the content and scoring rules used to build quality management reviews and customer satisfaction surveys. Sections under this topic are: Configuring Survey Rules Configuring Survey Rating Categories Configuring Survey Selection Determining Interactions to Survey for Customer Interactions Configuring Survey Rules CPMHC uses survey rules for both quality management and customer satisfaction survey processing. Survey rules determine the scoring criteria and the questions asked in the survey. 7-42

240 To configure a survey rule 1. In the Find gadget, type SampleQualitySurvey. Select the PegaCPMHC-Work instance. 2. Click Save As. Select the Applies To class, and enter the name of the survey as the Purpose. Save it to your RuleSet. 3. Enter a short description for the survey. This value becomes the name of the survey. 4. On the Scoring Levels tab, enter a title name for each scoring level. The titles display to the user when responding to the survey. 5. On the Questions tab, enter information into the fields described in the table below. All fields are required. 7-43

241 Field Category Question Weight Level 1-5 Scores 6. Click Save. Description Enter the name of the category to be evaluated Enter the text question that is displayed to the person responding to the survey Enter the integer or decimal value that is used as a weighting factor when calculating the survey score for this category Enter the numeric score for each level that can be selected for the category Configuring Survey Rating Categories You can set rating categories for reviews and surveys that are based on the total survey score calculated by the system. Example: A score of less than 2 results in an overall rating of Needs Improvement while a score greater than 4 results in an overall rating of Exceeds Expectations. 1. From the App Explorer, select PegaCA-Work > Decision > Map Value > CAGetOverallRating. 2. Click Save As, enter a Map Name and save it to your RuleSet. 3. On the Matrix tab update the table to include: Total Score enter this evaluation criteria as (<, <=, etc) and the total score Overall Rating enter the text you want to associated with the score 7-44

242 Default enter the default text 4. Click Save. Configuring Survey Selection CPMHC enables you to differentiate surveys first by work type (the class name the survey applies to) and then by decision rules that specify custom criteria. Example: You want your high-value customers to receive different satisfaction surveys from those received by standard customers. Entry-level CSRs and experienced CSRs could be evaluated using two different surveys. 1. From the App Explorer, select PegaCPMHC-Work > Decision > Decision Tree. 2. Select one of the following instances: CADetermineQualitySurvey sample quality review survey CADetermineSatisfactionSurvey sample customer satisfaction survey 3. Save it to your RuleSet. 4. On the Decision tab, enter the decision criteria and the name of the survey you want to display. 5. Click Save. 7-45

243 Determining Interactions to Survey for Customer Satisfaction You can configure the criteria used to determine which customer interactions initiate customer satisfaction surveys. 1. In the Find gadget, type SatisfactionSurvey. Select the Intent Task instance. 2. Save it to your RuleSet. 3. On the Criteria tab: Select the Intent Condition Indicate whether you want to suggest the process or queue the process when the condition evaluates to true Enter the visual cue you want to associate with the condition from the image catalog that is displayed when you click the Lookup icon 4. Click Save. 7-46

244 Using Contact Security Facilities The ContactSecurity Library contains functions that verify whether a party is associated with a particular account or business unit. The Boolean result can be alone or as a condition in other tests. The HasAccountRole and HasBusinessUnitRole functions, both call the generic function PartyHasRole, use the following input parameters: String PartyType the party property being referenced, such as.pyworkparty(contact) String RoleListProp the property page that contains a list of roles defined with the property RoleType, such as.accountroles String RoleType the string being tested, such as 60 (Owner) or 220 (Counsel) ClipboardPage PrimaryPage the page of the work object, such as Primary PublicAPI tools the standard tools available in the Process Commander toolkit The following examples show how you can use the HasAccountRole and HasBusinessUnitRole functions to perform party verification. In a Rule-Obj-When Rule You can use the contact security functions as a Rule-Obj-When parameter, such as: From Direct Calls in HTML You can use the contact security functions via a generic call, such as: {when {%pegaappca_contactsecurity.hasaccountrole("60",tools. getprimarypage(),tools)%} } <p>contact is the owner.</p> {/when} From a Generic Function You can use the contact security functions via a generic call, such as: boolean PartyHasRole(String PartyType, StringRoleListProp, String RoleType, ClipboardPage PrimaryPage, PublicAPI tools) 7-47

245 Defining Products and Product Types You create PegaApp-Product and PegaApp-ProductType rules to define your products and product types. You must define new product types before defining new products of that type. To define a product type 1. From the Class Explorer, select PegaApp- > ProductType. Click New. 2. Enter a Product Type and click Create. 3. Enter a Short Description and the Product Type Description. 4. Click Save. To define a product 1. From the Class Explorer, select PegaApp- > Product. Click New. 2. Select a product ID and click Create. 7-48

246 3. Enter a Short Description and optionally complete the Product Details and History tabs described in the table below. Field Short Description Product Details Tab Product Type Product Name Product Description Product Cost Product List Price History Tab 4. Click Save. Description Required. Short description of the product Optional. Select the product type Optional. The product name Optional. The product description Optional. The product cost Optional. The product list price Optional. Description of the product and its usage 7-49

247 Chapter 8: Setting Up Communications This chapter describes how to configure CPMHC communication functions. The topics covered in this chapter include: Correspondence Templates Setting Up Correspondence Verification Setting Up Inbound Configuring SMS Notifications Setting Up Print and Outbound Fax Capabilities Configuring Computer Telephony Integration Configuring Voice and Data Transfer Configuring Expert Assist CPMHC Correspondence Templates CPMHC comes with both correspondence templates and fragments. CPMHC includes the following templates that provide starting points from which you can build your own correspondence rules. Correspondence Rule SatisfactionSurvey HCPMMemberCorr HCPMPlanSponsorCorr HCPMSubscriberCorr HCPMUpdateMemberAddressCorr HCPMUpdateMemberBirthdateCorr HCPMUpdateMemberNameCorr Description Survey for customer Confirmation of ID card request to member Confirmation of ID card or Add Newborn request to plan sponsor Confirmation of ID card or Add Newborn request to subscriber Confirmation letter to plan sponsor Confirmation letter to plan sponsor Confirmation letter to plan sponsor Setting Up Correspondence Verification CPMHC allows you to set up correspondence rules so that each piece of correspondence routes to a worklist for verification before it can be sent to its recipient. Verification is enabled by selecting a value on the correspondence rule. For information about verification options and how this feature works with activities that send correspondence, see the Application Developer Help and the PDN article How to enable verification in correspondence rules. 8-1

248 Setting Up Inbound You can configure CPMHC to create correspondence cases from inbound messages and to respond to customer inquiries via outbound . Follow the steps listed below to set up communications for CPM. Creating an Listener The Listener uses the server to periodically poll for new inbound messages, and if found direct messages appropriately for your application. To create an listener: 1. From the Designer Studio, select Integration- > > Listeners. 2. Click New to create a new instance. Enter the desired Listener name (e.g. CPMListener) 3. Click Create to display the input form. 4. Complete the fields on the Properties tab. See Online Developer Help for information about field content and options. 8-2

249 5. You may use the standard Default service package shipped with CPMHC, which specifies an Access Group that includes the appropriate RuleSets to function properly. If you choose to use a different service package, make sure its access groups include CPMHC RuleSets. 6. You should specify the default Service Method that ships with CPMHC called AddWorkItemFor . This method will automatically create Inbound Correspondence cases for inbound Click Save. 8. Create additional listeners for each account being monitored. Creating an Account Create an account to use for sending and receiving . To create accounts, select > Integration > Accounts. The Landing Page has gadgets to create, edit, and view outbound and inbound settings. See the Online Developer Help. 1. Click New to create a new account or edit the existing rule for PegaCA-Work 2. Click the Select Provider option to automatically populate relevant fields in the Sender and Receiver property sections. Note: In the sample below, Google gmail is utilized as the provider. 3. Enter the remaining fields with your specific account information (see sample below) 8-3

250 4. Click Test Connectivity to ensure successful host connectivity. 5. Click Save. Configuring SMS Notifications CSRs can set customer notification preferences including SMS, Mail, and Phone through the Update Contact Name and Profile service process. In CPM, Short Message Service (SMS) notifications use outbound services and leverage a carrier s SMS domain name appended to the customer s mobile phone number). CPM supports several major US carriers out-of-the-box. Those carriers are configured in the Prompt Values section of the PegaApp-Interface.Carrier property rule. You can configure and add others to this rule. 8-4

251 A sample Data Transform rule called pydefault is configured in the Data-Corr-PhoneText RuleSet of the MyCoCA application that contains the configuration settings required for the SMS feature. An empty (non-configured) data transform rule has also been provided in the PegaAppCA RuleSet for your site specific implementation. SMS notifications use correspondence templates and samples have been created for several MyCoCA application service processes. These are listed in the Correspondence Template table at the beginning of this chapter with a Type value of SMS. You can add SMS notifications to other service processes by modifying the flow and adding or editing a notification step. 8-5

252 Setting Up Print and Outbound Fax Capabilities PegaDISTRIBUTION Manager is a companion product that works with CPMHC to configure printers and print servers to send application correspondence in print, fax, or Rich Text Format (RTF) formats. It can also print HTML files and their associated image files. To install and configure PegaDISTRIBUTION Manager, see PegaDISTRIBUTION MANAGER (IOS) for PegaRULES Installation and Configuration Guide in the Supporting Products section of the PDN. Configuring Computer Telephony Integration PegaCALL for PegaRULES provides Computer Telephony Integration (CTI) to improve contact center operations. It provides screen pops with data from the telephony infrastructure and call control capabilities. General Telephony Configuration Functions To configure PegaCALL, see the 6.3 SP2 version of the PegaCALL Configuration and Operations Guide for your CTI platform Sample Voice and Data Transfer Capabilities CPM, when used with PegaCALL, provides the user the ability to transfer a call along with the associated interaction to another CPM user. Service cases associated with the interaction are also transferred. Both users must use the same Navigation method (Classic or Tabbed), in order to use this capability 8-6

253 CPM provides a sample process in the MyCOCA RuleSet that demonstrates a service process that runs as a screen flow. Labeled Sample Screen Flow under the General task category of the interaction driver, it demonstrates a multi-step service case that collects customer data to provide a quote for an auto loan. This process also includes a Get Help button to demonstrate Voice and Data Transfer capabilities possible with PegaCALL intregration. Voice and Data Transfer also appears as an option on the case Tools menu when a CSR is on an active call. The Transfer tool allows the user to select the interaction to transfer and the type of call transfer (warm or blind) to use. You may configure PegaCALL and CPM to automatically re-open the interaction and service cases when the other party receives the transferred call. This is often called auto-accept. In this case, a screen pop is not provided. For warm transfers, the receiving party sees the interaction or service process in a Review harness during the consultation call. When the call transfer is complete, an Accept button is enabled on the harness and the user can click the button to open and continue processing the interaction and related service cases. The Review harness provided in PegaCA-Work and PegaCA-Work-Interaction include the Accept button. If you have customized the Review harness in PegaCA-Work-Interaction, you should ensure that the section PegaCA-Work.CPMWarmTransferAcceptButton is included in your custom harness. In addition, if you use Classic navigation and have customized the Review harness for a service process, you should ensure that it includes the section PegaCA- Work.CPMWarmTransferAcceptButton. For more information about these capabilities, see the 6.3 SP2 version of the PegaCALL Configuration and Operations Guide for your CTI platform. Configuring Voice and Data Transfer CPMHC provides a CSR with the ability to transfer a phone call and the related interaction or service case. A sample set of data elements and parameters are available for you to copy and update to meet your call transfer requirements. Before you configure and test these features in CPMHC, PegaCALL must be installed, configured, and connected to a CTI Platform that supports adding call data elements to a call upon transfer. Configuration tasks for call and data transfer are: Mapping Call Transfer Screen Pop Data Elements Setting the Call Transfer Timing Parameter Modifying Transfer Reasons To map screen pop elements You can modify the data elements that display when a Screen Pop is presented to a CSR. 1. From the App Explorer, select PegaCA-CTI-Call > User Interface > Section > AppTransferPopData. 8-7

254 2. Save it to your RuleSet. 3. On the Layout tab, modify the section map or remove properties. 4. Click Save. To set a time limit for voice and data transfers Under normal circumstances, interactions should not remain in the transfer workbasket for long. You may configure a time limit beyond which work-objects in the transfer workbasket are moved back to the user who initiated the transfer. The CPMHC default time is set to 15 minutes in an activity rule. 1. From the App Explorer, select PegaCA-Work > Technical > Activity > CACTIReassignToTransferor. 2. Save it to your RuleSet. 8-8

255 3. Expand Step 1 and update the PropertiesValue for the param.timediff2 property. The last 2 parameters in the call represent minutes and seconds respectively. You should update these to reflect the desired transfer time in minutes and seconds. These should be entered as negative integers. 4. Click Save. 5. This activity is executed periodically by the Agent ReassignToTransferor which is included in the PegaAppCA Agents rule. If you modify the activity in your custom RuleSet, you should ensure that the service package used by that rule can access your RuleSet. To modify transfer reasons CPMHC displays a list of transfer reasons for Agents to select a value prior to transferring the call. Values are specified in a property rule. 1. From the App Explorer, select PegaCA-CTI-Call > Property> TransferCallReason. 2. Save it to your RuleSet. 8-9

256 3. On the General tab, add or remove a value from the list of Table Values. Enter the values as a text string. 4. Click Save. Configuring Expert Assist ExpertAssist enables CPMHC users to request assistance from an expert during an interaction or service process by initiating a collaboration session with an available expert using Microsoft Lync When a user requests expert assistance, CPMHC will determine the skills needed at the current point in the interaction, find a list of available experts that have that skill and present the user a list of experts and their current presence in MS Lync.. For information about setting up this functionality, see the Technical Note Configuring Chat with Expert included in the resource kit folder of your CPM distribution media. 8-10

257 Chapter 9: Integrating CPMHC CPMHC interaction and service processes are designed to integrate with your information systems to obtain, display, and update customer information. Additionally, CPMHC can launch PRPC-based application processes in other systems from the CPMHC Interaction Driver as part of a customer interaction. The topics in this chapter include: Creating Integration Activities Healthcare Object Data Classes Modifying Sample Activities For detailed information about integrating your CPMHC system with other systems, see Integration knowledge category on the PDN and in Application Developer Help. Creating Integration Activities Each activity or flow contains one or more integration activities. These activities perform specific functions such as creating a case, searching for account information, or getting data from another system. Activities can be configured as utilities in flows to pass parameters or they can be steps within another activity. CPMHC comes with sample integration activities and flows that you can modify or use as models for creating new integration activities. The following table lists the activities you can copy to your RuleSets. After you save the activity to your RuleSet, you can make changes to retrieve or update data. Class Name Activity Name SQL Name PegaCPMHC-Link- HCListContactsByMember HCListContactByMember PMContact PegaCPMHC-Link- HCListContactsByProvider HCListContactByProvider PMContact PegaCPMHC-Link- HCListMembersByContact HCListMemberByContact PMContact PegaCPMHC-Link- HCListProvidersByContact HCListProviderByContact PMContact PegaCPMHC-Link- HCLinkPMContact HCLinkPMContact PMContact PegaCPMHC-Link- HCGetLinkPMContact HCGetLinkPMContact PMContact PegaCPMHC-Party- HCAddContact HCAddContact Contact PegaCPMHC-Party- Contact HCListPMContact HCListPMContact 9-1

258 Class Name Activity Name SQL Name PegaCPMHC-Party- HCGetNotesForProvider HCGetNotesForProvider Provider PegaCPMHC-Work CAListRecentItemsContact PegaCPMHC-Work- HCUpdateMemberAddress HCUpdateMemberAddress UpdMbrDemo- UpdMbrAdd PegaCPMHC-Work- UpdMbrDemo- UpdMbrBir HCUpdateMember Birthdate HCUpdateMember Birthdate PegaCPMHC-Work- HCUpdateMemberName HCUpdateMemberName UpdMbrDemo- UpdMbrNm PegaHC-Data-Party- Member HCUpdateMemberComm HCUpdateMemberComm Options Options PegaHC-Data-Party- HCInsertMemberAddress HCInsertMemberAddress Member PegaHC-Data-Party- HCInsertMemberBirthdate HCInsertMemberBirthdate Member PegaHC-Data-Party- HCInsertMemberName HCInsertMemberName Member PegaHC-Data-Party- Member HCGetPrimaryCommTypesF ormember HCGetPrimaryCommTypesForMember To create an integration activity 1. In the Find gadget, type the name of an integration activity from the table. Select the instance to display the rule. Save it to your RuleSet. 2. Modify the activity steps to set your parameters and mapping requirements. 3. On the Security tab, set the Activity Type to Connect. 4. Click Save. 9-2

259 Healthcare Object Data Classes Data classes define the data structures for supporting information that CPMHC uses to process work. All of the Data classes shown below are leveraged from the PegaHC layer of the Healthcare Industry Framework (HCIF). The Healthcare Industry and the CPMHC Framework use some of the data classes to store instances of sample healthcare data shipped with the Framework (e.g. policies, members, providers, claims, authorizations etc.). You may want to extend PegaHC-Data- classes to provide a destination for additional data other than what is being provided by your legacy systems. These classes identify data sources and other key variables. To extend one of the PegaHC-Data- classes, open the class form and save it to your RuleSet. See the Healthcare Industry Framework Implementation Guide included on your media for additional information about the Data Classes and sample data. The following table lists the available PegaHC-Data- classes and indicates whether the instances are included when the framework is installed. Class Repository for: Instances Included? PegaHC-Data-Attachments Claim attachment information N PegaHC-Data-Authorization Authorization (referral) Y information PegaHC-Data-BatchList Batch list information for prepay N edits PegaHC-Data- Batch statistics for claims repair N BatchStatistics processing PegaHC-Data-Authorization Benefits information N PegaHC-Data-Authorization Benefit group information N PegaHC-Data-Claim Claim header information Y PegaHC-Data- Claim condition code information N ClaimConditionCodes PegaHC-Data-ClaimLine Claim line information N PegaHC-Data- ClaimOccurrenceCodes PegaHC-Data- ClaimPendCodes PegaHC-Claim- ProcedureCodes PegaHC-Data- ClaimSpanOccurrenceCodes PegaHC-Data- ClaimStatusCategoryCodes Claim occurrence code information Pend code listing on claim header and line Facility Claim header level procedure code information Claim occurrence span code information Claim status category code information N N N N Y 9-3

260 Class Repository for: Instances Included? PegaHC-Data- Claim status code information Y ClaimStatusCodes PegaHC-Data- Claim treatment code N ClaimTreatmentCodes information PegaHC-Data- Claim value code information N ClaimValueCodes PegaHC-Data- Eligibility request information N EligibilityRequest PegaHC-Data-Issues Issues information N PegaHC-Data-LabResults Lab results information N PegaHC-Data-Measurement Measurement information N PegaHC-Data- Information about medical N MedicalHistory history PegaHC-Data-Notes Notes information Y PegaHC-Data-DRGCodes DRG code information Y PegaHC-Data-DrugCodes Drug code information N PegaHC-Data-Enrollment Member enrollment information N not likely to be used in claims PegaHC-Data-Language Language code and description Y PegaHC-Data-Party Common demographic N information to work parties PegaHC-Data-Party-Agency Sales Agency information (not N likely to be used in claims) PegaHC-Data-Party-Broker Sales Broker information (not likely to be used in claims) N PegaHC-Data-Party- Member PegaHC-Data-Party-Payer PegaHC-Data-Party- PlanSponsor PegaHC-Data-Party- Provider PegaHC-Data-Payment PegaHC-Data-Payment- Claim PegaHC-Data-Payment- Premium PegaHC-Data-Policy Subscriber / Member / Patient information Healthcare payer (COB) information Employer Group information Provider (physician, facility) information Claim and health insurance premium payment information Claim payment information Health insurance premium payment payment information (not likely to be used in claims) Health insurance Policy information Y N N Y N N N Y 9-4

261 Class Repository for: Instances Included? PegaHC-Data-Population Population information N PegaHC-Data-Prescription Prescription information N PegaHC-Data-Product Benefit Product information (not N likely to be used in claims) PegaHC-Data- Claim Remark Code information Y RemarkCodes PegaHC-Data-Risk Risk information N PegaHC-Data-Service Healthcare service related N information Claim, ClaimLine, and Authorization inherit from this class since they share many common properties PegaHC-Data-ToothCodes Tooth codes used in dental Y claims PegaHealth-Codes-Data- Code group information Y CodeGroup PegaHealth-Codes-Data- CPT Codes Y CPT PegaHealth-Codes-Data- Diagnosis codes (ICD10) Y Diagnosis-ICD10 PegaHealth-Codes-Data- ICD 10 to 9 mapping of Y Diagnosis-ICD109Map diagnosis codes PegaHealt Diagnosis-h- Codes-Data- Diagnosis- ICD9 Diagnosis codes (ICD9) Y PegaHealth-Codes-Data- Diagnosis-ICD910Map PegaHealth-Codes-Data- Procedure-ICD10 PegaHealth-Codes-Data- Procedure-ICD109Map PegaHealth-Codes-Data- Procedure-ICD9 PegaHealth-Codes-Data- Procedure-ICD910Map ICD 9 to 10 mapping of diagnosis codes Procedure codes (ICD10) ICD 10 to 9 mapping of procedure codes Procedure codes (ICD9) ICD 9 to 10 mapping of procedure codes Y Y Y Y Y 9-5

262 Modifying Sample Activities The activities used to search, retrieve, and update instances of sample data used in the workflow processes and stored in the PegaHC-Data- classes use common PRPC methods such as Obj-Open, Obj-List, Page-Copy, and Property-Set. Copy the relevant activities to your RuleSet and modify them to call other connector and/or integration rules to suit the technical architecture of your legacy systems. The table below lists the activities used to manage sample data shipped as data instances. Also included below, is a sample activity that uses PRPC methods to retrieve and move data from and to the sample data instances in the framework. Class Embed-PegaHC-ProviderGroup Index-PegaCPMHC- MemberInteractions Index-PegaCPMHC-PolicyInteractions Index-PegaCPMHC- ProviderInteractions PegaCPMHC-Data-Authorization PegaCPMHC-Data-Authorization PegaCPMHC-Data-Authorization PegaCPMHC-Data-Authorization PegaCPMHC-Data-Authorization PegaCPMHC-Data-Claim PegaCPMHC-Data-Claim PegaCPMHC-Data-Claim PegaCPMHC-Data-Claim PegaCPMHC-Data-Claim PegaCPMHC-Data-Claim PegaCPMHC-Data-Claim PegaCPMHC-Data-Plan PegaCPMHC-Data-Policy Activity HCGetCoveringPhysicians HCRecentInteractionSmartInfo HCRecentInteractionSmartInfo HCRecentInteractionSmartInfo HCGetAuthListByMember HCGetAuthListByProvider HCListAuthorizations HCMemberAuthSmartInfo HCProviderAuthSmartInfo HCGetClaimListByMember HCGetClaimListByPolicy HCGetClaimListByProvider HCListClaims HCLoadClaims HCMemberClaimSmartInfo HCProviderClaimSmartInfo HCReadProductInfo HCGetPolicy 9-6

263 Class PegaCPMHC-Data-Policy PegaCPMHC-Data-Policy PegaCPMHC-Party-Contact PegaCPMHC-Party-Member PegaCPMHC-Party-Member PegaCPMHC-Party-Member PegaCPMHC-Party-Member PegaCPMHC-Party-Member PegaCPMHC-Party-PlanSponsor PegaCPMHC-Party-Provider PegaCPMHC-Party-Provider PegaCPMHC-Party-Provider PegaCPMHC-Party-Provider PegaCPMHC-Party-Provider PegaCPMHC-Party-Provider PegaCPMHC-Work PegaCPMHC-Work-AddNewborn PegaCPMHC-Work-Interaction PegaCPMHC-Work-OrderIDCard PegaCPMHC-Work-OrderIDCard PegaCPMHC-Work-PCPUpdate PegaCPMHC-Work-UpdateNPI PegaCPMHC-Work-UpdMbrDemo PegaCPMHC-Work-UpdMbrDemo PegaCPMHC-Work-UpdMbrDemo- UpdMbrAdd Activity HCGetRecentClaimsByPolicyNo HCMemberPolicySmartInfo HCListPMContact HCCopyAdditional Policies HCGetMemberList HCGetMemberListByID HCGetMembersByPolicy HCGetPlanSponsorAddAndCommOptions HCGetPlanSponsor HCGetPCPDetails HCGetProviderList HCListAddressesForProvider HCListOfLanguages HCListOfMedicalFacilities HCUpdatePCP HCGetPolicyList HCGetPolicyList CASetSatisfactionSurveyInit HCGetPolicyMember HCGetPolicyMemberPostPCP HCGetPolicyList HCSaveNPIChanges HCGetPolicyList HCGetPolicyList HCUpdateAddress 9-7

264 Class PegaCPMHC-Work-UpdMbrDemo- UpdMbrBir PegaCPMHC-Work-UpdMbrDemo- UpdMbrNm PegaHC-Data-Party-Provider Activity HCUpdateBirthdate HCUpdateName HCFindPCP 9-8

265 Appendix A: Composite Screen Data Mapping This appendix provides the clipboard page label, tag names, and sample values for each of the composite screen sections. You can use this information to change the labels on a composite screen or to display different information based on your organization s needs. The sample data used in CPMHC is derived from the data instance records created and available as part of the Healthcare Industry Framework PegaHC-Data- classes. The following table lists the data classes used to store the relevant sample data. Data Class PegaHC-Data-Product PegaHC-Data-Claim PegaCPMHC--Party- Provider PegaHC-Data-Party- Member PegaHC-Data-Policy PegaHC-Data- Authorization Instances Sample Providers / Provider Entities Sample Members Sample Policies Sample Plans / Benefits Sample Claims Sample Authorizations This table lists the classes and key activities used to retrieve sample data used in CPMHC. Object Data Class Key Activities Provider / Entity Member Policy Plan PegaCPMHC- Party-Provider PegaCPMHC- Party-Member PegaCPMHC- Data-Policy PegaCPMHC- Data-Product HCGetProviderList HCGetCPDetails HCReadProviderInfo HCGetMemberList HCGetMembersByID HCGetMembersByPolicy HCGetMemberInfo HCReadMemberInfo HCGetPolicy HCGetSubscriberInfo HCGetPlanSponsorInfo HCGetPlanCode HCFlexSpendingInfoByPolicyNo HCGetDPAInfoByPolicyNumber HCReadProductInfo A-1

266 Object Data Class Key Activities Claim Authorization PegaCPMHC- Data-Claim PegaHC-Data- Authorization HCGetClaimListByMember HCGetClaimListByProvider HCListMemberClaimsByClaimNumber HCListMemberClaimsByOther HCGetClaimDetails HCMemberClaimSmartInfo HCProviderClaimSmartInfo HCGetAuthListByMember HCGetAuthListByProvider HCGetAuthListMember HCGetAuthListProvider HCMemberAuthSmartInfo HCProviderAuthSmartInfo Provider Composite Gadget The Provider Composite Gadget appears when a provider is selected during the start of an interaction. This screen displays general and contact information; credentialing information including network status; recent transactions, service items, and recent claims and authorizations associated with the provider in a number of expandable tabs. Tabs include: Practitioner Tab Provider Entity Tab (only displayed for Provider Entities) Credentials Tab Claims & Authorizations Tab The following pages list the composite label and property names for each of the display fields on the tabs as well as the name of the clipboard page containing the data. A-2

267 Practitioner Tab Practitioner Tab Composite Labels and Properties Composite Label Property Name General Information Clipboard Page:HCProvider First Name pyfirstname Middle MiddleName Last Name pylastname Gender Gender Date of Birth DateofBirth SSN SocialSecurityNumber NPI NationalProviderIdentifier Tax ID FederalTaxID Elect Trans ID EmployerIdentificationNumber Payer Assigned pyworkpartyuri Medicare MedicareProviderNumber Medicaid MedicaidProviderNumber Caller (Contact) Information Clipboard Page: pyworkpage.pyworkparty(contact) First Name pyfirstname Last Name pylastname Role pypartyrole Company pycompany Provider Address Clipboard Page:HCProviderAddresses Primary PrimaryIndicator Type AddressType Address AddressLine1 City pyworkpostalcode A-3

268 Composite Label Property Name State State Fax Fax Recent Interactions and Open Service Items Report Definition: HCInteractionsByProviderNumber & HCServiceItemsByProvider Interactions No ContactDisposition Label Interactions - Date CreateDateTime Interactions - ID ItemID Interactions - Channel InteractionType Service Items Empty OverallTimeLimit Header Service Items Open pxcreatedatetime Date Service Items ID pyid Service Items Type pylabel Service Items Status pystatuswork Service Items pxupdateopname Operator Provider Entity Tab Provider Entity Tab Composite Labels and Properties Composite Label Property General Information Clipboard Page: pyworkpage.pyworkparty(provider) Org Name pylastname A-4

269 Composite Label Primary Specialty NPI Tax ID Medicare Number Facility Number Provider Type License Number License Expiration Property TaxonomyCode NationalProviderIdentifier FederalTaxID MedicareProviderNumber FacilityIDNumber ProviderCode StateLicenseNumber LicenseExpDate Caller (Contact) Information Clipboard Page: pyworkpage.pyworkparty(contact) First Name pyfirstname Last Name pylastname Role pypartyrole Company pycompany Addresses Clipboard Page: PracticeAddress Primary PrimaryIndicator Type AddressType Address AddressLine1 City pyworkpostalcode State State Participating Providers Clipboard Page: ParticipatingProviders NPI NPI Provider ID ProviderID First Name FirstName Last Name LastName Primary Specialty TaxonomyCode Effective Date EffectiveDate Expiration Date EndDate Recent Interactions and Open Service Items Report Definition: HCInteractionsByProviderNumber & HCServiceItemsByProvider Interactions No ContactDisposition Label Interactions - Date CreateDateTime Interactions - ID ItemID Interactions - InteractionType Channel A-5

270 Composite Label Service Items Empty Header Service Items Open Date Service Items ID Service Items Type Service Items Status Service Items Operator Property OverallTimeLimit pxcreatedatetime pyid pylabel pystatuswork pxupdateopname A-6

271 Credentials Tab Credentials Tab Composite Labels and Properties Composite Label Property Name General Information Clipboard Page: HCProvider Payer Assigned pyworkpartyuri Medicare MedicareProviderNumber Medicaid MedicaidProviderNumber PCP? PCPIndicator Specialist? SpecialistIndicator Primary Specialty TaxonomyCode Age Group AgeGroup Gender Restrict GenderRestrict New Patients NewPatients NPI NationalProviderNumber Tax ID FederalTaxID UPIN UPIN License StateLicenseNumber License State LicensedState License Expires LicenseExpDate DEA DEA DEA State DEAState DEA Expires DEAExpDate Primary Hospital FacilityIDNumber Non Eng Lang 1 AdditionalLanguage1 Non Eng Lang 2 AdditionalLanguage2 Certifications Clipboard Page: HCProviderCertifications Specialty TaxonomyCode Board Board A-7

272 Composite Label Certified Expiration Date Primary? Property Name Certified ExpirationDate PrimaryCert Networks Clipboard Page: HCProviderNetworks Network NetworkName Participating Particpating Start Date StartDate End Date EndDate Covering Physicians Clipboard Page: HCCoveringPhysicians NPI Provider ID First Name Last Name Primary Specialty Effective Date Expiration Date NationalProviderIdentifier pyworkpartyuri pyfirstname pylastname TaxonomyCode EffectiveDate EndDate Claims & Authorizations Tab Claims Tab Composite Labels and Properties Composite Label Property Name Claims Report Definition : HCProviderClaimResults Service Date ServiceFromDate Claim Type Type Place of Service PlaceofServiceCode Member Patient.pyFirstName Service Provider RenderingProvider.pyLastName A-8

273 Composite Label Charge Paid Status Property Name TotalClaimChargeAmount Payment.PayerPaidAmount Claim.pyLabel Authorizations Tab Composite Labels and Properties Composite Label Property Name Authorization Requests Report Definition: HCProviderAuthResults Request Date RequestDate Auth Type RequestCategoryCode Service Type ServiceTypeCode Member Member.pyFirstName Service Provider ServiceProvider.pyLastName Status ActionCode Member Composite Gadget The Member Composite Gadget appears when a member is selected during the start of an interaction. This screen displays policy, member, employer group, as well as recent claims and authorizations associated with the member in a number of expandable tabs. Tabs include: Policy Tab Member Tab Claims & Authorizations Tab The following pages list the composite label and property names for each of the display fields on the tabs as well as the name of the clipboard page containing the data. A-9

274 Policy Tab Policy Tab Composite Labels and Properties Composite Label Property Name Policy Information Clipboard Page: pyworkpage(policy) Policy Number PolicyNumber Policy Type BenefitCoverageLevelCode Group Number GroupNumber Group Name GroupName Effective EffectiveDate Term TermDate Subscriber Clipboard Page: pyworkparty(subscriber) Last Name pylastname First Name pyfirstname Gender GenderCode Age DateOfBirth Covered Members Clipboard Page: pyworkpage.associatedmembers Member ID pyworkpartyuri Role IndividualRelationshipCode First Name Last Name pyfirstname pylastname Plans Clipboard Page: Plans Plan Number PlanNumber Plan Name PlanName Flex Spending Clipboard Page: pyworkpage(policy) Elected Amount ElectedAmount A-10

275 Composite Label Property Name User Amount UsedAmount Remaining Amount RemainingAmount Family Deductible Summary Clipboard Page: Policy Effective Term Family Deductible Deductible Met Remaining Deductible PlanEffective PlanTerm FamilyDeductible ExpensesApplied RemainingDeductible Recent Interactions and Open Service Items Report Definition: HCInteractionsByPolicyNumber & Clipboard Page: Declare_ServiceItems Interactions No ContactDisposition Label Interactions - Date CreateDateTime Interactions - ID ItemID Interactions - InteractionType Channel Service Items OverallTimeLimit Empty Header Service Items Open pxcreatedatetime Date Service Items ID pyid Service Items Type Service Items Status Service Items Operator pylabel pystatuswork pxupdateopname Member Tab A-11

276 Member Tab Composite Labels and Properties Composite Label Property Name General Information Clipboard Page: pyworkparty(member) First Name pyfirstname Last Name pylastname Privacy Restriction PrivacyRestrictionSetting no label Age Age Gender Policy Role GenderCode IndividualRelationshipCode PCP Information Clipboard Page: pyworkparty(member) Last Name PCPLastName First Name PCPFirstName Speciality TaxonomyCode Effective PCPEffectiveDate Phone PCPPhoneNumber Name PCPName ID PCPID Address PCPAddress PCPCity PCPState PCPZip Additional Coverage Clipboard Page: HCMemberCoverageInfo Policy PolicyNumber A-12

277 Composite Label Property Name Role PolicyRole Policy Status PolicyStatus Contact (Caller) Information Clipboard Page: pyworkparty(contact) Last Name pylastname First Name pyfirstname Age DateOfBirth Individual Deductible Summary Clipboard Page: OriginalMember Effective PlanEffective Term PlanTerm Individual Deductible IndividualDeductible Deductible Met ExpensesApplied Remaining Deductible RemainingDeductible Contact Other Association Clipboard Page: HCContactMembers Member ID Last Name First Name Role PMId LastName FirstName Role A-13

278 Claims & Authorizations Tab Claims Tab Composite Labels and Properties Composite Label Property Name Claims Report Definition: HCMemberClaimResults Service Date ServiceFromDate Claim Type Type Place of Service PlaceofServiceCode Member Patient.pyFirstName Service Provider RenderingProvider.pyLastName Charge TotalClaimChargeAmount Paid Payment.PayerPaidAmount Status Claim.pyLabel Authorizations Tab Composite Labels and Properties Composite Label Property Name Authorization Requests Report Definition: HCPolicyAuthResults Request Date RequestDate Auth Type RequestCategoryCode Service Type ServiceTypeCode Member Member.pyFirstName Service Provider ServiceProvider.pyLastName Status ActionCode A-14

279 Appendix B: CPMHC UI Styles This appendix describes the various CPMHC UI elements and how they are styled. This information is useful when you who want to modify or extend the out of the box CPMHC skins. Styling CPMHC is done through a combination of the PRPC skin rule and extensions to that rule that are combined with the skin rule at run time to create the CPMHC style sheet. CPMHC ships with three skin rules. CPMBrand - available in CPMHC 7.3 SP2, it introduced the ability to add themes to easily and quickly style CPM by selecting two key colors and a background image. This skin rule and its related themes are still available and supported in this release. CPM63Brand - available in this release, it introduces a modified brand and color palette and includes one theme and background image. CPM63Brand is a more formal in style and can also be used with themes. CPMSkinTemplate_1 new to CPMHC 7.6 SP1, this generic skin is intended to serve as a basis for custom skins. It has a modified brand and color palette. Many custom styles that were previously found in CSS extensions have been migrated directly into the skin rule, or into custom_ styles created directly in the skin rule. This is intended to make it easier for customers to customize CPMHC to meet their style needs. B-1

280 Creating a Custom Skin 1. Select one of the CPMHC skin rules (see above)and copy it into your ruleset. 2. In the CSS tab, in the Additional Style Sheets section there is at least one additional style sheet listed. See the table below for details. The additional style sheets contain custom CPM styles. Open it and copy it into your ruleset, using a similar naming convention like workform_skinname_extension. Skin CSS Extension Purpose CPMSkinTemplate_1 workform_cpmskintemp late1_legacysupport Custom styles for the legacy tabbed navigation interaction driver (but not the new panel driver introduced in 7.6 SP1) CPMBrand CPM63Brand workform_cpmskintemp late1_classicnav workform_cpmskintemp late1_components workform_cpmskintemp late1_cti workform_cpmskintemp late1_custom workform_cpmbrand_ex tension workform_cpm63brand _extension Custom styles for CPMHC classic Navigation. This can be removed to reduce the amount of CSS if tabbed is the only navigation style used. Custom styles for CPMHC Portal named components like the Dashboard, CPM headers, etc. Custom styles for CPMHC call/chat toolbars Additional styles not included in any of the above css rules. All custom CPMHC extensions associated with this skin rule All custom CPMHC extensions associated with this skin rule 3. Edit the styles in the skin rule or in the extension CSS and click Save. Note: The styles in the extension CSS will require manual editing. B-2

281 Common Style Elements For reference purposes, the following table lists some of the common elements that you might want to style in CPMHC. It does not list all of the possible CPMHC styles. Configuration Tip: Changing a single style may not change it everywhere in your application - some styles may be applied in multiple places due to the layered nature of the UI. CSS analysis tools, such as the Developer Tools available in IE may be required to identify the specific styles in the CPMHC style sheets that need to be updated in order to customize the CPMHC display. UI Element Input field labels Style element #actioncontainer INPUT Required fields DIV.RequiredField INPUT DIV.RequiredField SELECT Flow action header bar Interaction drivertabbed navigation actiontitlebarbackground Tabbed Navigation areas have style classes. One can identify the classes by inspecting the DOM. For example: Suggestions have the class casuggestionaccordiancontainer. B-3

282 UI Element Style element To Do has the class catodocontainer. The following styles are also used in the driver area:: accordianheadercontent, caaccordiantogglecontrol_off #accordianheadercontent,.caaccordiantogglecontrol_on #accordianheadercontent Interaction driverclassic navigation These styles can be modified appropriately for the Processes and Other Processes areas of the driver: #processes.intentdriverheadertext #processes.scrollcontent B-4

283 UI Element Style element #otherprocesses.scrollcontent #processcontent.currentprocess B-5