Assignment types in Pega Robot Manager

With Robot Manager, you can create new assignment types for your work groups and adjust them to changing needs. When you create a Work Group in Robot Manager, you should make at least one assignment type for that Work Group. You can initially create a new assignment type during setup when configuring the New Application Wizard for a new instance of Robot Manager, as shown in the following figure.

From the Work Groups detail page, you can add a new assignment type to customize your application further. Once you create a new assignment type and define the default Work Group, you can generate a templated Case Type for each assignment type so Robot Manager can use it as a Work Queue in the case as shown in the following figure. 
 

For more information about the steps necessary to create new assignment types and generate Case Types, see  Creating robotic work groups, assignment types, and Case Types.

In Robot Manager, you can adjust the assignment type setting to better manage processing times and workload. For example, you can specify how many assignments can be in the queue before a warning message is displayed, or set the maximum processing time for an automation. Use the settings section to configure the following variables:

• Max capacity: When the number of queued assignments exceeds the maximum capacity, Robot Manager triggers notifications.
• Max automation run time (seconds): The length of time before the automation is expected to complete its work.
• Estimated saving (currency from locale): The estimated monetary amount that performing one assignment might save.

For more information about the steps for general configuration for assignment types, see Configuring assignment types.

You can reset specific key performance indicators (KPIs) from the automations associated with an assignment type. For example, if an automation undergoes significant improvement, or if it previously encountered errors, resetting the KPIs can provide more accurate measures and remove irrelevant ones.

In Robot Manager, you can reset KPIs for an assignment type in the following two ways:

• On the Work Group details page
• While moving an assignment type from an assignment type details page

For more information about resetting KPIs, see Resetting KPIs for assignment types on work group details page

In previous versions of Robot Manager, you could only determine the priority in which work completes first by either:

• Urgency, which prioritized the assignments with the earliest service-level agreement (SLA)
• Assignment Type, which allowed for prioritization of one assignment type over another.

However, in the latest Robot Manager, you can now view the list of pending assignments by assignment type or Work Group. Robot Manager lists the Assignments based on the priority that was previously assigned to the Work Group (by most urgent, by SLA, or by assignment type). You can monitor assignments for an assignment type by reviewing the Pending assignments, Activity, and Audit tabs on the assignment type details page. As requirements change, you can continuously prioritize and re-prioritize assignments within a Work Group's various assignment types.

For example, suppose you must complete 150 Order new card assignments before processing any Dispute charge or Open account assignments. In that case, you can prioritize the Order new card assignment type over the others. For more information about the steps to prioritize or re-prioritize assignment types, see Prioritizing Assignments in a work group and Monitoring and prioritizing Assignments on an assignment type details page.

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