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Configuring Work Groups and Work Queues

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

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

Manage work inside your organization logically and efficiently by creating work groups. A work group connects a manager and a group of reporting users to enable relevant workflow management and improve communication. You can also add authorized managers who can view the associated Work Queues.

For example, at run time, when a customer service representative misses a deadline for a task, a reporting manager receives a notification. Your application determines the manager by using a work group setting.

NOTE: When you create an application, the system creates a default Work Queue and work group. Because of mutual dependencies, you need to provide a Work Queue when you create a work group, and when you create a work group, you need to provide a Work Queue. While following the procedure below, use the default values, and then provide the actual values after you create your work group and Work Queue.

  1. In the header of Dev Studio, click Create > Organization > Work Group.
  2. On the Create Work Group tab, in the Short description field, briefly describe the purpose of the group.

    For example:

    Enter Loan application reviews.
  3. In the Work Group Name, enter a label for the work group.
    As a best practice to provide more information in the name, append to the work group name the at sign (@), followed by your organization name.

    For example:

    Enter Loans@UPlus.
  4. Click Create and open.
  5. On the Work group tab, in the Settings section, provide basic information about the work group:
    1. In the Manager field, enter the ID of a user who is a reporting manager for the group.
    2. In the Default Work Queue field, enter a default Work Queue to receive work coming into this work group.
    3. Optional: To add additional users who can view associated Work Queues, on the Work group tab, in the Authorized managers section, select the Manager ID.
    4. Optional: To add another user, click Add item.
  6. Click Save.

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

To improve workload management and task routing in your application, create a Work Queue that holds Assignments for operators and robotic queues. Because you associate a Work Queue with a group of users or a robotic queue, you logically and efficiently categorize work inside your organization.For example, create a Work Queue for customer service representatives (CSRs) who manage loan requests to ensure that an application routes loan request tasks to users with relevant skill set and qualifications.

NOTE: When you create an application, the system creates a default Work Queue and work group. Because of mutual dependencies, you need to provide a Work Queue when you create a work group, and when you create a work group, you need to provide a Work Queue. Use the default values, and then provide the actual values after you create your work group and Work Queue.

  1. In the header of Dev Studio, click Create > Organization > Work Queue.
  2. On the Create Work queue tab, in the Short description field, describe the purpose of the Work Queue.

    For example:

    Enter Loan requests.
  3. In the Work Queue field, enter a name that clearly conveys the purpose of the Work Queue and its contents to users of the application.
    NOTE: For a better distinction between Work Queues and other organization elements, append the WQ characters to the Work Queue name.

    For example:

    Enter LoanRequestsWQ.
  4. Click Create and open.
  5. On the Work Queue tab, in the General section, specify a Work Queue type:
    ChoicesActions
    Create a Work Queue that distributes Assignments to a virtual machine
    1. In the Type list, select Robotic.
    2. In the Maximum queue length field, enter an integer that defines the maximum number of tasks that a queue can contain.
    3. In the Maximum automation execution time (seconds), enter the maximum amount of time in seconds that the virtual machine can take to run the Assignment before the system cancels the Assignment.
    Create a Work Queue that distributes Assignments to users In the Type list, select Standard.
  6. In the Organization section, specify an organization layer that contains your Work Queue:
    1. In the Name field, enter the name of an organization to which the Work Queue belongs.

      For example:

      Enter UPlus.
    2. In the Division field, enter the Work Queue division.

      For example:

      Enter BankingOperations.
    3. In the Unit field, enter the Work Queue unit.

      For example:

      Enter LoanRequests.
    4. In the Work group field, enter a work group that you want to associate with a Work Queue.
      A work group consists of a Work Queue and a manager to which the Work Queue members report.
  7. Optional: To notify operators about new Assignments, in the Contacts section, in the text field, enter the ID of an operator who receives a notification when an application routes work to the Work Queue.
  8. Optional: To add more operators who receive notifications, click Add item, and then enter the operator ID.
  9. Optional: To specify which users can process work in this Work Queue, in the Roles section, in the text field, enter the required role for a user to resolve Assignments from the Work Queue.
    CAUTION: If you leave this field blank, any user who can access the Work Queue can process work.
  10. Optional: To add more roles, click Add item, and then enter a role.
    To process work, a user needs to have at least one role from the set of roles that you specify.
  11. Click Save.

For example:

The following figure shows a sample configuration for a Work Queue that queues Assignments for workers in the UPlus organization. Two operators receive a notification when a new Assignment appears in the Work Queue. Operators with the Candidate1:ReviewRequest role can access the Work Queue and process the Assignments.

Work Queue Rule form with a sample configuration.

Configuring a Work Queue

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