Implementing Agentic Assignment processing

Agentic Assignment Processing enables a Pega Agent to process an Assignment that a person normally completes. The Agent contacts the assignee by email, collects the required information from the reply, evaluates the response, updates the Case, and completes the Assignment. 

Runtime processing flow 

At runtime, Agentic Assignment Processing uses email interactions to collect the information required to process and complete an Assignment. The following steps describe the runtime processing flow: 

1. Assignment initiation 
   When the Case reaches an Assignment enabled for Agentic Assignment Processing, the application routes the Assignment to a specific operator or an external user. 
2. Email interaction 
   The Agent sends the Assignment owner an email that requests the information required to process the Assignment. 
3. Response processing 
   The assignee replies with the requested information. The configured email listener monitors the business email account and routes the incoming reply for processing. 
4. Assignment completion 
   The Agent evaluates the response against the Assignment requirements, updates the Case, and completes the Assignment when the required information is available. 

Email is the interaction channel, but the Assignment remains the controlled unit of work. The processing remains associated with the configured Assignment in the Case workflow. 

The Agent uses the Assignment configuration, particularly the corresponding Flow Action View, to identify the information required to complete the Assignment. Configure the View with clear fields, labels, instructions, and applicable validations so that the Agent can guide the recipient, evaluate the response, and determine whether the Assignment can advance. 

For an agentic Assignment, the Flow Action View is more than the form that a person opens. The View is also part of the Agent’s operational context. 

Make the requirements that the email recipient must satisfy explicit in the configured View so that the Agent can collect the required information clearly.

Agentic Assignment Processing supports the following routing options: 

For external-user routing, assign the application Access Group to the operator used to handle the routing. You need this configuration to provide the operator with the appropriate application context for Agentic Assignment Processing. 

Agentic Assignment Processing requires the following configuration components: 

Assignment Step: Configure a supported Assignment Step, such as a Collect information Step. Agentic Assignment Processing does not support Approval Steps, Screen Flows, or Assignments routed to Work Queues. 

Flow Action View: Include the fields, instructions, and user-facing validation requirements that the Agent needs to collect and evaluate information. 

Agentic Assignment processing Channel: When you enable Agentic Assignment Processing, Pega creates the Agentic Assignment processing Channel. Replace the default placeholder email account with the business email account that the Agent uses to communicate with assignees. 

Business email account: Configure the business email account for outbound communication and inbound replies. Select this account in the Agentic Assignment processing Channel. 

Email listener: Configure an active email listener to receive and process replies to the business email account. Verify that: 

• The business email account is correctly configured. 
• The email listener is active. 
• The listener monitors the intended email account and folder. 
• The listener routes incoming messages to the intended Email Service Rule. 
• The Agentic Assignment processing Channel uses the intended business email account. 

Agentic Assignment Processing context: When a Case reaches an Assignment configured for agentic processing, the application initiates an agentic conversation for the Assignment. The Agent contacts the Assignment owner by email, collects the required information, and processes the response to complete the Assignment. If processing does not start, verify the conversation, Channel configuration, email account, listener, and routed operator’s application access. 

Operator and Access Group context: The routed operator provides the application context for Assignment processing. For an external user, the operator specified in the Handled by field provides this context. The operator must have access to the application that contains the Case Type, with the appropriate Access Group configured in the Operator ID profile. 

Agentic Assignment Processing does not support the following configurations: 

• Work Queue routing 
• Screen Flows 
• Approval Steps 

Configure the appropriate application Access Group for the Operator that handles external-user routing. Therefore, operator and Access Group configuration are part of the functional design, not only administrative setup. 

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