Organization records
A Pega Platform™ application uses an organizational structure to direct Assignments to the right operator or Work Queue, determine the access rights of operators, and report on activity in various company departments. For example, to approve a home loan, the request has to move through different levels in the organization, starting with the customer representative and ending with the approving manager. The structure is built with standard data instances called organization records. You use these records to support your requirements.
The Pega organizational structure is a three-level hierarchy. The top level is known as the organization, the middle level contains divisions, and the lowest level contains organization units.
Match the numbers to the following image to learn more about the organizational structure:
- Organization: A hierarchy has only one organization, and this represents the entire enterprise. For example, a company, OurCo, maps to an organization in the hierarchy.
- Division: An organization can have one or more divisions. A division is definable as a layer for categorizing business units such as a region, a brand, or a department.
- Unit: Divisions can have one or more units. A unit contains operators who perform work specific to their division. These operators can include caseworkers, agents, and customer service representatives.
- Unit (child): A unit can have child units. For example, two units (such as Hardware and Software) may report to a single unit (Internal) that belongs to the IT division. The Internal unit manages IT requests from inside the organization. The child units handle the requests and inventories and ship the items.
Team of users
A Work Group identifies a cross-functional team that contains at least one manager and a Work Queue. The Work Queue in a Work Group contains shared work. Operators who are associated with a Work Group can share work among operators in different business units. For example, an Information Architecture (IA) Consultant is assigned to the Technical Enablement unit. To facilitate collaboration with the User Experience (UX) Designers in the Design unit, the IA Consultant and UX Designers are assigned to the Design Work Group to give each member of the Work Group the ability to access work from a shared Work Queue.
Operators and Work Queues are associated with business units in the organization. You can create Work Groups to share resources across the entire organization, regardless of the business unit with which the operator is associated. The operator must always be configured with a default Work Group. If the operator receives work from other departments with their own Work Queues, the operator must be configured with more than one Work Group.
When you create a Work Queue, you must also define a default Work Group. Similarly, when you create a Work Group, you must specify the default Work Queue with the associated Work Group manager.
Nota: The relationship between Work Groups and Work Queues is M:M (many-to-many relationship)
The following image displays how the IA Consultant from the Technical Enablement unit is in the Design Work Group.
The following image displays how the UX Designer operator from the Design unit is in the Design Work Group.
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Calendar association based on organizational elements
A calendar is used to define schedules, closed days, and the time zone. It is possible to associate calendars to a Work Queue, an operator ID, and organization records.
The following image demonstrates the various relationships between calendars and tiers in the organizational hierarch.
Organization
- An organization is linked to a calendar that defines the business days
- An organization can have several divisions
Division
- A division belongs to an organization and reports to the organization tier
- A division can have several units
Unit
- A unit belongs to a division
- A unit can report to one or more other units
- A unit has a manager operator
Operator
- An operator belongs to a unit
- An operator’s availability is defined by a calendar
- An operator belongs to a Work Group
- An operator can report to either a manager or no manager
Work Queue
- A Work Queue belongs to a unit
- A Work Queue's availability is defined by a calendar
- A Work Queue belongs to a Work Group
- A Work Queue uses a calendar (Data-Admin-Calendar) preference that defines work week and scheduled holidays for the Work Queue
Work Group
- A Work Group has a manager
- A Work Group has a default Work Queue
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