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What's new in Workforce Intelligence

Suggest edit Updated on June 15, 2022

Workforce Intelligence is constantly improving your user experience and ability to analyze and optimize your processes in your organization. This article provides a summary of new features and improvements in the latest releases of Workforce Intelligence.

This article covers the following Workforce Intelligence releases:

For detailed information about all the changes in recent Workforce Intelligence releases, see the Workforce Intelligence release notes
 

Pega Workforce Intelligence 8.7.3

June 2022

Workforce Intelligence 8.7.3 includes the following new functionality:

New API makes it easier to manage the hierarchy

Administrators can use an API to create and update departments, teams, data collectors, and application users. For more information, see Requesting access to API endpoints

You can still manage the hierarchy directly by using the web portal or by exporting, updating, and importing CSV files, if you prefer. 

Updates mitigate security risks

As part of our ongoing commitment to eliminate security risks, this release addresses potential security vulnerabilities. 

Updates promote modernization of technology

To continue to modernize backend systems that support performance and availability, this release updates the Amazon Aurora database.

 

Pega Workforce Intelligence 8.7.2

Workforce Intelligence 8.7.2 includes the following new functionality:

New Opportunity Tags help analysts categorize work

New work-activity tags help analysts to categorize excessive time spent completing common work activities, such as compiling notes, routing work, and wrapping up work. Administrators can map these tags as needed when working on the Application Mapping page and Screen Mapping page. The following image shows a few of the new tags that are available for selection, after filtering the list by the term "work":

Example of new work tags that administrators can select
Example of new work tags that administrators can select

After an administrator configures these tags, analysts can rely on these categories when researching ways to improve business processes using the Opportunity Finder. The following example shows the new Work Notes and Work Wrapup tags that an administrator mapped to the notepad.exe application:

Example of new tags in Opportunity Finder
Example of new tags in Opportunity Finder

The following table lists all of the new Opportunity Tags included in this release:

Full list of new Opportunity Tags
Opportunity TagDescription
Work DeliveryStep(s) to deliver work to be “resolved”
Work PrioritizeStep(s) taken to decide which work to move to next
Work StartFirst step a user takes to handle/resolve work after it has been delivered, or a BEGIN tag in a workflow definition 
Work ResearchStep(s) to gather work fact/context/history to aid in formulating a resolution
Work ProcessingStep(s) taken to execute the work resolution plan
Work RoutingStep(s) taken to move work to another person, including delivery and escalation
Work CorrespondenceStep(s) to communicate information, such as status, of in-flight work
Work NotesStep(s) for compiling notes regarding in-flight work
Work AssistanceStep(s) to receive help during work resolution, either from a person or a system
Work TrackingStep(s) to update a person or system regarding the status of work
Work WrapupStep(s) to complete work resolution
Work CompleteLast step in work resolution prior to starting new work, or an END tag in a workflow definition
Work WasteUnnecessary steps or waiting time during work resolution

Pega Workforce Intelligence 8.7.1

Workforce Intelligence 8.7.1 reduces pipeline failures by ensuring that when a pipeline step fails for any reason, the pipeline now retries the step two more times before reporting a final failure.

Pega Workforce Intelligence 8.7

Workforce Intelligence 8.7 includes the following new functionality: 

Additional exports support custom analysis

Release 8.7 provides additional exports for Workforce Intelligence data. These exports enable you to build your own views, charts, and graphs based on the details that are most relevant to your business goals, without even opening the Workforce Intelligence portal. By using exports, you can also combine Workforce Intelligence data with external data, such as CRM and call data, to build custom reports and visuals.   

The Workforce Intelligence Service Delivery team can enable specific exports, based on your request from the My Support Portal. See Requesting exports of Workforce Intelligence data for instructions on how to complete the request. 

The following list describes all available exports, including four new default export options and the custom export option added in release 8.7:

  • Default exports: A ZIP file of default exports in CSV format includes any combination of the following exports, based on your request:
    • User-hierarchy export: Use this export as a look-up reference for associates and their hierarchical parents. 
    • Processed export: Use this export to create a custom desktop analytics report.  
    • Workflow export: Obtain high-level metrics for workflow types, find outliers, and understand each instance by basing custom analysis on this exported file. 
    • Step export: Compare step metrics, such as average steps performed across teams, and use this export to build process maps. 
    • Detailed daily raw-data export: If you currently have the daily export enabled, the system continues to create this CSV file and includes it in the same ZIP file as any new default exports that you enable. However, the CSV file is now compressed and has a different file name. If you are currently downloading this file by using an automated process (Export API), ensure that you update the file name. See the design pattern link at the end of this section for more details on the Export API. 
Note: Default does not mean that these exports are automatically enabled. None of the default exports are enabled unless you specifically request enablement. For more information on the data included in the new default exports, see Workforce Intelligence export definitions.
  • Custom exports: If you see a metric of interest in the Workforce Intelligence portal, you can request to include that metric in a custom export. For example, you could request a custom export of an administrator audit log or a custom screen-rules export. If there is a specific metric you want that you do not see in the portal, ask the Workforce Intelligence Service Delivery team if it is possible to extract that metric. Custom exports are provided as CSV files within a ZIP file. 
  • Monthly or weekly export: You can request a weekly aggregate data export or a monthly aggregate data export. Monthly and weekly exports are individual CSV files. If you have already enabled a monthly or weekly export, the system continues to create this export. You do not need to request it again.  
Design Patterns: Depending on your configuration, analysts can access exports from the Analysis > Exports menu option in the Workforce Intelligence portal or by using the Export API. For information on the Export API, see Workforce Intelligence APIs.

Pega Workforce Intelligence 8.6.3

Workforce Intelligence 8.6.3 includes the following new functionality: 

Redesigned Screen Administration page makes managing screen rules easier

In the redesigned Screen Administration page, search boxes along the top of the list help you find the screens that you need from the list of results. Category is no longer a separate list and is now a search box. You can still sort by state (screen rules are on or off) or by hours. To align with how other sections of Workforce Intelligence present hours, the hours in Screen Administration are now based on the date period that you selected and the hours that are collected in the Production, Other, and Non-Work categories.    

The following image shows the redesigned Screen Administration page that includes a Category search box at the top of the page. The range of dates selected in the top-right corner determine the hours that are displayed for each application. 

Redesigned Screen Administration page
Redesigned Screen Administration page

When you add or edit rules, you complete fields in a separate dialog box for a better user experience.   

New Screen Rule dialog box
New Screen Rule dialog box

 

Add screen rules using the path, query, and results in a URL

In version 8.6.3, administrators can now create screen rules that search for URL patterns in screens by using the path, query, and hash portions of a URL. This update provides greater flexibility when creating screen rules and results in better screen names. For example, if you enter https://example.com/search?q=sales#results, Workforce Intelligence searches for search?q=sales#results. Workforce Intelligence ignores the protocol and domain portions of the URL, as shown in the following image. 

Parts of a URL for screen rules
Parts of a URL for screen rules

Note: Rules created before this release continue to work based on only the path portion of the URL. However, you can create new screen rules to replace existing screen rules if needed.

Removal of obsolete Pega Robot Runtime configuration options and messages

Clients now use the DesktopAnalyticsConfiguration.xml configuration file. Therefore, version 8.6.3 removes obsolete references to Pega Robot Runtime configurations. For example, on the Client Configuration page, the warning that referenced a requirement for Robot Runtime 8.0.2020 or later is no longer displayed. In addition, when you add or edit data collectors, the Use Robotics option is no longer listed as a configuration choice in the Assigned Configuration list. In earlier releases, administrators selected this option for data collectors who used the RuntimeConfig.xml configuration file that was assigned to Robot Runtime.

The system migrates any data collectors who previously had Use Robotics assigned as their configuration to No data Collection in the Workforce Intelligence user interface, exports, and database.

Pega Workforce Intelligence 8.6.2

Workforce Intelligence 8.6.2 includes the following new functionality: 

Create and assign custom administrator roles

Rather than using only a single Administrator role that provides access to all administrative features, you can create custom administrator roles to give users access to specific administration pages. Custom administrator roles help you securely distribute administrative tasks among multiple users. The first administrator on your account can name and assign roles to support how your organization manages Workforce Intelligence and also trains and promotes administrators. The first administrator can even create a custom administrator role that allows others to access the Roles and Permissions tab on the Organization page in order to create custom administrator roles. 

For example:

Roles can reflect levels of administrator responsibility. For example, the following image shows three levels of responsibility:

  • The Admin - Associate role provides access to only the Off Computer Code and Wait Time menu items and pages under Administration.
  • The Admin - Data Collector Hierarchy role provides access to only the Data Collectors tab on the Organization page.
  • The Admin - Senior role provides access to nearly every Administration page.    
The Roles and Permissions tab with multiple custom admin roles listed
Example of custom Admin roles

    

An administrator that has the required access can create new administrator roles in a few steps. Select Administration > Organization > Roles and Permissions > Actions > Create New to launch the New Role pop-up window. Name and describe the role, and then select check boxes next to the pages that this role needs to access. The Organization page is divided further into its specific tabs for targeted access on this page.  

New Role popup that shows the selectable checkboxes for each admin page
New Role pop-up window

After you create an administrative role, you can assign the role to users. When you add a new user or edit an existing user, you can choose from available roles in the Roles list. Workforce Intelligence applies the new roles the next time a user logs in.  

Edit role popup with custom admin role check boxes
Example of custom administrator roles available for selection

Apply filters using enhanced screen and application lists 

Version 8.6.1 introduced the Apply filters option to help you find specific paths of interest within a single workflow. In version 8.6.2, this feature makes it even easier to select screens and applications when you apply a filter. The lists of applications and screens are now limited to the top 10,000 applications and screens that are part of the workflow that you are analyzing and are also included in the business unit and timeframe that you are viewing. In addition, the lists are now alphabetized.

App list expanded to show alphabetized list
Enhanced application list for Apply filters option

New Insight for excessive key press errors

A new Insight helps analysts find error-prone, manual steps that might indicate opportunities for an automation, process change, or training intervention. This new Insight detects workflows and paths that have a key-press error rate of at least 30% (on average). Error key presses include the Backspace key and Delete key. 

Note the following example of this Insight:

  • ​​​​​​An error rate of at least 30% occurs in 6 workflows. Reduce the amount of manual effort required by the agents to help improve accuracy.
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