Learn about how you can apply workflows to model specific desktop processes.
Workflow basics
In Workforce Intelligence, a workflow is the visualization and analysis of a targeted sequence of desktop events that occur across associates (or data collectors).
A specific start trigger event (the BEGIN tag) and end trigger event (the END tag) bracket targeted sequences. A workflow captures the sequence of applications and screens that an associate uses between these trigger events to model a specific desktop process.
In a workflow, a step is a change in the active (in-focus) screen on the desktop. Each application and screen transition represents a step in the process. Workforce Intelligence analyzes each step for duration, keyboard activity, and mouse interaction. A combined analysis of all the steps provides visibility into the level of complexity, friction, and waste in the workflow.
For example:
The following figure is an example of a five-step workflow that starts in the Pega Customer Service - Dispute screen and ends in the Claims Management - Payment Process screen. The application names of Pega Customer Service and Claims Management appear in bold. Each chevron (arrow) describes a step in the workflow and displays the step duration in minutes and seconds. If available, the screen name that is associated with the step displays as regular text just above the chevron.
You can hover over the icons inside the chevrons to view specific statistics on screen interactions and activities, such as keypresses, cut, copy, and paste actions, mouseclicks, and the percent of time that is considered waste.
Level of data captured
Workflows do not work as a process trace for a single piece of work and are not a substitute for an audit file. Workflows do not capture the information (field-level data) that a user types.