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Additional tasks for organizational records

Nota: This content describes procedures not covered in the module challenge. Your certification exam may include questions on these tasks.

Creating an operator ID

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Note: The following content, referenced from Pega Documentation, is included here to help you better achieve the module learning objectives.

Provide users with access to your application by creating operator IDs. When you create an operator ID, you can specify the background and general information about the user, define application access, and configure password credentials for the user.

For example, in a banking application, create operator IDs for customer service representatives (CSRs) who review loan requests, and the manager to whom the CSRs report.

Before you begin:

To create an operator ID, you must have the pxCanManageUsers privilege, which is part of the PegaRULES:SecurityAdministrator role.

  1. In the header of Pega Infinity Studio, click Create > Organization > Operator ID.
  2. In the Short description field, enter the full name of the new operator.
    The value that you enter populates the Full name field in the operator contact information on the Profile tab. The maximum length of the description is 64 characters.
  3. In the Operator ID field, enter a unique identifier.
    When you enter the identifier, consider the following guidelines:
    • In addition to letters and digits, the identifier can include the following characters: period (.), single quote ('), tilde (~), underscore (_), exclamation point (!), ampersand (&), octothorpe (#), and no more than one at (@) character. Avoid using the forward slash (/) or backslash (\) characters in the identifier.
    • An operator ID can consist of a maximum of 128 characters.
    • Special processing applies to any user identifier that begins with the word External. Use such identifiers only when defining external operators that use Directed Web Access (DWA) for one-time processing of Assignments.
    • Avoid using system as an operator ID name. This term is reserved and refers to agents.
  4. Click Create and open.

    Result:

    The system displays the operator Rule form on the page and you can continue to add information about the user. For example, you can configure access settings or provide organizational information.

What to do next:

Defining work routing settings for an operator

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Note: The following content, referenced from Pega Documentation, is included here to help you better achieve the module learning objectives.

For continuous and efficient workload management and routing, define skills, teams (Work Groups), and Work Queues for operators. As a result, an operator can receive work based on skill set and team membership. For reporting purposes and advanced routing use cases, configure the reporting structure. For example, when you define the reporting manager of an operator, the manager receives notifications about the operator's progress on a Case.

Before you begin:

Create an operator so that a user can access your application. For more information, see Creating an operator ID or Adding an operator by using the organizational chart.

Every operator has a unique Worklist that accumulates tasks that the specific operator can retrieve. Additionally, an operator can access a Work Queue that collects tasks for a team to which the operator belongs. Any team member can pick up tasks from a Work Queue. Another name for a team is a Work Group.

For an automated selection of tasks to process, operators can use the Get Next Work logic. Get Next Work automatically prompts users with a top-priority Assignment, such as the one that currently has the highest Urgency. For more information, see Automated and intelligent work assignment with Get Next Work.

  1. In the header of Pega Infinity Studio, click Configure > Org & Security > Organization > Operators.
  2. On the Operators tab, select an operator to edit.
    NOTE: To find the operator, in the Search Text field, enter the operator name, and then click Search.
  3. On the Work tab, in the Organizational unit section, define the affiliation of the operator within the organization by clicking Update, and then providing a relevant organization, division, and unit.

    For example:

    For an organization, enter the name of your company, for example, UPlusBanking, and then provide a division and unit, such as BankingOperations for a division and Mortgages for a unit.
  4. In the Team field, enter a Work Group to which the user belongs.
    A Work Group defines the routing of tasks and the reporting manager for the user.

    For example:

    If you create Team A to review mortgage requests and Team B to investigate issues with mortgage operations, the two teams can use separate areas of your application so that the work is logically separated.
  5. Optional: To assign a user to multiple Work Groups, click Add a Work Group, in the text box, enter a Work Group, and then select the radio button next to the Work Group that you want to set as the default.
  6. Optional: To enhance the reporting options of your application, in the Reports to field, enter the reporting manager for the user.
  7. Optional: To enable routing of tasks based on a skillset, in the Skill field, enter a skill name, and then in the Rating field, enter the skill level.
    You can apply a rating from 1 to 10, where 10 indicates the highest skill level.

    For example:

    To indicate that a user is a fluent speaker of French, in the Skill field, enter French, and then in the Rating field, enter 10.
  8. Optional: To allow the user to process Assignments from a Work Queue that corresponds with the user's Work Group, in the Work Queue section, click Add item, and then provide a Work Queue and an Urgency Threshold.
    During Get Next Work processing, your application ignores Assignments with Urgency lower than the Urgency threshold. For more information about Get Next Work, see Automated and intelligent work assignment with Get Next Work and Get Next Work customization.
  9. Optional: To assign the user to multiple Work Queues, click Add item, and then repeat step 8.
  10. Optional: To trigger the Get Next Work algorithm to retrieve Assignments from the Work Queues of the user first, select the Get from Work Queues first checkbox.
    Otherwise, Get Next Work picks up the top Assignment on the user Worklist, and accesses Work Queues only if the user's Worklist is empty.

    For example:

    If a user is a member of Team A to review mortgage requests, the Get Next Work algorithm suggests Assignments that the application routes to the Team A Work Queue first and then moves to the Assignments from the user's individual Worklist.
  11. Optional: To trigger the Get Next Work algorithm to retrieve Assignments from all Work Queues that correspond with the team that you provided in step 4, select the Use all Work Queue Assignments in user's team checkbox.
  12. Optional: To trigger the Next Assignment item to consolidate Assignments from all of the Work Queues of the user, sort by Assignment Urgency, and return the most urgent Assignment in any Work Queue, select the Merge Work Queues checkbox.
    If you select the Use all Work Queue Assignments in user's team checkbox in step 11, the system selects the Merge Work Queues checkbox by default and you cannot clear this checkbox.
  13. Click Save.

Defining operator availability

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Note: The following content, referenced from Pega Documentation, is included here to help you better achieve the module learning objectives.

Ensure that the workflow in your organization is uninterrupted by defining operator availability and substituting operators that can receive work when the operator is unavailable. As a result, you ensure that the processing of your business Cases continues even when some of the users are unavailable to perform work.

  1. In the header of Pega Infinity Studio, click Configure > Org & Security > Organization > Operators.
  2. On the Operators tab, select an operator that you want to edit.
    TIP: To find the operator, in the Search Text field, enter the operator name, and then click Search.
  3. Optional: To allow applications to route additional Assignments to the Worklist of the user that the operator ID identifies, on the Work tab, in the Availability section, select the Operator is available to receive work checkbox.
    If you leave the checkbox cleared, the operator can log in, enter work items, or complete Assignments that are already in the Worklist. The operator can receive work from other operators and from a manager.
  4. Optional: To define the working days and national holidays for the operator, in the Business Calendar field, select the relevant calendar.

    For example:

    Enter USDefault.
  5. If the operator might be unavailable in the future, in the Scheduled absences section, in the Unavailable from and To from, define a time period during which the operator is unavailable to perform work.

    For example:

    If the operator has a scheduled medical leave between January 1 and January 15, select the relevant dates.
  6. Optional: To define more periods of unavailability for an operator, click Add item, and then repeat step 5.
  7. Optional: To define how an application routes work when the operator is unavailable, in the When unavailable section, in the Substitute operator type list, select who or what Work Queue receives work:
    • To route work to another operator, select Operator.
    • To route work to a list of Assignments for a team, select Work Queue.
  8. Optional: To determine a substitute for the unavailable operator at run time, in the Decision tree to find substitute field, enter a decision tree that evaluates conditions and finds another assignee for the Assignment.
    Based on your configuration in step 7, select a decision tree that returns either an operator ID or a Work Queue.
  9. Optional: To identify the operator ID or Work Queue name of a substitute for new Assignments that an application routes to the unavailable operator, enter a relevant value in the Default to assignee field:
    • To route work to a specific user, enter the operator ID of the user.
    • To route work to a team's list of Assignments, enter the Work Queue.
    The system uses the value that you provide if you do not specify the decision tree to determine a substitute operator or the decision tree does not return a result.
  10. Click Save.

This Topic is available in the following Modules:
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