Next Best Work in the Pega Process Fabric Hub
For improved workload management, ensure that users process the most important assignments first by engaging the Next Best Work logic to select assignments. When users open an assignment by using the Next Best Work option, the Pega Process Fabric Hub prompts them to take the work that the Next Best Work algorithm evaluates as the most important.
When a user chooses the Next Best Work option to open the next assignment, the algorithm evaluates tasks both from the user's worklist and the work queues to which the user has access. A worklist displays open assignments that applications route directly to a specific user. Every user has a unique worklist of tasks to complete. A work queue is a list of open assignments that are available to a group of users. When an application routes an assignment to a work queue, any user that has access to the work queue can pick up the assignment. For example, in a banking application, every customer service representative (CSR) has their own worklist with the assignments that they need to complete. Additionally, CSRs who are responsible for processing loans can access a work queue that contains assignments that are only related to loan requests.
The Next Best Work algorithm uses the following factors to select the most appropriate assignment to open:
- Urgency
- Each assignment has an initial urgency of 10. To meet your unique business needs, you can edit the initial urgency for all the assignments in a case type by editing the case type settings. The urgency changes through a case life cycle when a goal and a deadline for an assignment passes. The total maximum urgency is 100. In the Interwoven Worklist, the urgency matches the priority.
- Weighting
- Each application registered in the Pega Process Fabric Hub has a weighting that indicates the importance of the assignments that the application routes. The default weighting is 1. You can associate an application with a weighting ranging from 1 to 10. The value that you define applies to all the assignments that the application routes.
To evaluate which assignment has the highest importance, the Next Best Work algorithm multiples the urgency by the weighting of the available assignments, and then opens the assignment with the highest score.
To ensure that users avoid duplicating work, after a user opens the assignment, the Pega Process Fabric Hub makes the assignment unavailable to other users and omits the assignment from the Next Best Work algorithm. The Next Best Work algorithm considers both assignments from the worklist of the current user and the work queues that the user can access.
- Setting the weighting for your applications
To indicate which assignments have the highest importance, set the weighting for your applications. After you set the weighting, users can use the Next Best Work logic to evaluate which task is the most appropriate to resolve next, instead of manually picking work from their worklist and available work queues.
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