Question
Web.com
IN
Last activity: 6 Feb 2024 14:32 EST
Need Pega best practice suggestion to save work object assignment(both worklist and workbasket) duration data in to table
The business needs an easy way to measure the total time of an assignment is assigned to a workbasket vs. an operator on case.
They are asking to save each individual assignment with time duration into a table. So, we designed the logic using three declare triggers.
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First trigger is when an instance is Commit Save on "Assign-" class. (To capture assignment information when add/update)
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Second trigger is when an instance is Commit Delete on "Assign-" class. (To capture assignment information when remove)
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Third trigger is when an instance is Commit Save on Work class.(To capture the information when case is resolved)
Can you suggest the best practice on this requirement.
Bits in Glass
IN
@RameshK3390 I think you can leverage pxStageHistory pagelist. You will have createtime and completed time already for stages and processes. You can extend and modify the activity to insert create time and completed time for steps.
Web.com
IN
@Anoop Krishna Thank you for your reply. But we will not get the exact information from pxStageHistory pagelist. If suppose agent transfer the assignment to another operator in same stage and then he will work on some time and again will transfer the case to another operator then we need to store the duration time of each individual operator too.
Thanks,
Ramesh K
Bits in Glass
IN
@RameshK3390 ya that's true, if this needs to be recorded when assignment is transferred also then it wouldn't be possible using this approach.
Pegasystems Inc.
CA
I think it requires custom implementation to capture the information based on your requirements in a data table, so you can report it.
Thanks,