Question
Wirpo Technologies
AU
Last activity: 21 Sep 2016 10:45 EDT
Practice Application Solution- GNW Clarification
Hi,
As per requirement, The product claim should goes to root category skilled processor. The processing of product claim is based on product price. The urgency also is based on product price.
Question1: In Solution, We have used to ToSkilledWB router, GNW is used with Get Assign From WB First Checked. In this case, GNW will check for assign in WB if nothing found it may goes to WL.
But I implemented like, use ToLevelGroup router. GNW is used with Get Assign From WB First Unchecked. In this case, GNW will check for assign in WL if nothing found it may goes to WB. Ideally all work item wil be in WL. In my implementation i did not use use WB routing. Could you correct me, why shoudl not I use my approach.
Question 2: GNW picking is baed on urgency since solution is not customized. But per requirement it should be based on price, then urgency as second priority. Because there are two claim: P-1 price 100 USD, created at Sep-01. P-2 price 7000 USD created on Sep-17. Here the case P-1 may takes more priority then P-2. Corret me my understanding.
Question 3: OOTB Step#4 findAssignmentInWorkbasket,when it will be used. When this OOTB run specific WB.
Thanks
Alagar
Wirpo Technologies
AU
One more question, Regarding SLA witrh product claim. The case intial urgency is base on product price. Later Goal(2 days), DeadLine(5 days), Passed DeadLine(1 day) respectivly 20,20,10.
Question1: As per solution, SLA added in first assign where Processor Review Product Claim(Assign-1). But we are having lot of other assignements such as 1.Attach Proof 2. Validate Warranty 3. Approve 4. Arrange Inspection Technician. All these rest 4 are having default as SLA rule.
Assume Processor just open P-1 from Review assign submitted very immediate, it goes to attach proof. It assignment waited there 1 month(30days). The case urgency would not be increment right?
Question 2: What we can do for Goal, Dead Line, Passed DeadLine urgency also based on Price.
Can we created Decision shape to decide many assign based on Price limit. Then for each assign give seprate SLA accordingly.
Thanks
Alagar
Updated: 19 Sep 2016 21:41 EDT
Pegasystems Inc.
US
Question1 - ToLeveledGroup is push not pull. What guarantees that the person to whom the assignment is routed has the requisite skill? GetNextWork (pull) ensures this.
Question 2 - You should NOT create multiple assignments to solve a problem unless you are distributing work to others. Urgency is adjusted relative to the highest cost product in a claim regardless what that cost is. The goal, deadline, and past-deadline urgency adjustments are the same regrardless the cost as well.
Question 3 - FindAssignmentInWorkbasket is called first when an Operator record has "Look in WBs first" checked. If you want to modify FindAssignmentInWorkbasket, make certain any change does not interfere with other Actor types. Note how the GetNextWork listview was circumstanced and Assign-.NewDefaults was modified not to affect other Actors.
The specialized GNW solution is unnecessary - the OOTB skill-matching code would suffice. However the OOTB code is more complex since it deals with the possibility of a WB assignment requiring multiple skills. Since only one skill needs to be matched, the solution uses getContent instead of getContentForGetNextWork. FindAssignmentInWorkbasket ensures that the Operator's skills are transfered to a ValueList that is subsequently matched against the Assignment's pyLabel within the circumstanced GetNextWork ListView. Assign-.NewDefaults was modified to check for an isolated situation in which to set the value of its pyLabel equal to the one and only, always required, skill.
Question1 - ToLeveledGroup is push not pull. What guarantees that the person to whom the assignment is routed has the requisite skill? GetNextWork (pull) ensures this.
Question 2 - You should NOT create multiple assignments to solve a problem unless you are distributing work to others. Urgency is adjusted relative to the highest cost product in a claim regardless what that cost is. The goal, deadline, and past-deadline urgency adjustments are the same regrardless the cost as well.
Question 3 - FindAssignmentInWorkbasket is called first when an Operator record has "Look in WBs first" checked. If you want to modify FindAssignmentInWorkbasket, make certain any change does not interfere with other Actor types. Note how the GetNextWork listview was circumstanced and Assign-.NewDefaults was modified not to affect other Actors.
The specialized GNW solution is unnecessary - the OOTB skill-matching code would suffice. However the OOTB code is more complex since it deals with the possibility of a WB assignment requiring multiple skills. Since only one skill needs to be matched, the solution uses getContent instead of getContentForGetNextWork. FindAssignmentInWorkbasket ensures that the Operator's skills are transfered to a ValueList that is subsequently matched against the Assignment's pyLabel within the circumstanced GetNextWork ListView. Assign-.NewDefaults was modified to check for an isolated situation in which to set the value of its pyLabel equal to the one and only, always required, skill.
Wirpo Technologies
AU
Hi,
Thanks for detailed answer. But still I have few more question on replied answers.
1. ToLeveledGroup. I agreed it push not pull. But it is assign to skill user only. Kinldy below I read from help
>>
Work-.ToLeveledGroup — Sends an assignment to an operator within a specific work group who has the least urgent total worklist, based on a computed score.
I implemented it. It is wokring as expected. If I customize GNW, in such way: UnCheck <<Get Assign From WB First>>. It will make sure. It is working fine. But I need your advice on this.
I need few explaination on below questions
Question2: As per solution, SLA added in first assign where Processor Review Product Claim(Assign-1). But we are having lot of other assignements such as 1.Attach Proof 2. Validate Warranty 3. Approve 4. Arrange Inspection Technician. All these rest 4 are having default as SLA rule.
Assume Processor just open P-1 from Review assign submitted very immediate, it goes to attach proof. It assignment waited there 1 month(30days). The case urgency would not be increment right?
Question 3: What we can do for Goal, Dead Line, Passed DeadLine urgency also based on Price.
Hi,
Thanks for detailed answer. But still I have few more question on replied answers.
1. ToLeveledGroup. I agreed it push not pull. But it is assign to skill user only. Kinldy below I read from help
>>
Work-.ToLeveledGroup — Sends an assignment to an operator within a specific work group who has the least urgent total worklist, based on a computed score.
I implemented it. It is wokring as expected. If I customize GNW, in such way: UnCheck <<Get Assign From WB First>>. It will make sure. It is working fine. But I need your advice on this.
I need few explaination on below questions
Question2: As per solution, SLA added in first assign where Processor Review Product Claim(Assign-1). But we are having lot of other assignements such as 1.Attach Proof 2. Validate Warranty 3. Approve 4. Arrange Inspection Technician. All these rest 4 are having default as SLA rule.
Assume Processor just open P-1 from Review assign submitted very immediate, it goes to attach proof. It assignment waited there 1 month(30days). The case urgency would not be increment right?
Question 3: What we can do for Goal, Dead Line, Passed DeadLine urgency also based on Price.
Can we created Decision shape to decide many assign based on Price limit. Then for each assign give seprate SLA accordingly.
Thanks
Alagar
Pegasystems Inc.
US
As I said, ToLeveledGroup only routes to the person in the WG with the least amount of work. In this scenario however the Case's root product category has to be matched to an Operator who has that skill. You are not allowed to route a Product case to someone who does not have the skill to process that case.
Regarding step type = Attach. The OOTB flow does not have a flow parameter that allows an SLA to be associated to the Attachment assignment. Call it an oversight. You are free to clone the flow yourself then provide the ability to name an SLA rule. Note how the OverallSLA flow supports .pySLAName. Perhaps create a property named .AttachmentSLAName and use the same approach.
The Goal, Deadline, and Passed-Deadline values merely add to the intially-computed urgency. -- the initial Assignment urgency taking into account the work urgency at the time the Assignment was created. As stated earlier, there is NO reason to create multiple Assignments to solve an SLA requirement.