Question
Accenture Services Pvt.ltd
IN
Last activity: 6 Nov 2018 20:02 EST
Priority Case processing in Pega Robot Manager
We are using Pega Robot Manager (Robotic Automation Management Console) version 3 on Pega 7.3.
Is there a way to configure a Robotic automation/VM to pick up Cases from a Work Basket based on the Case urgency value? At present the VMs fetch Cases from the queue that is at the top of each work group and then proceed to the next queue in the work group.
The requirement is that the VM should pick assignments from the Work Basket/Queue based on the Case urgency value. Can this be done?
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Pegasystems Inc.
IN
Hi,
So this is from Pega side but I still believe Pega Robotics will also work in same fashion.
Since you are getting the assignment from the workbasket, the next assignment will be able to pick the case with highest priority. The next assignment is configured in that fashion
Pega 7 provides a set of facilities called GetNextWork that helps match users to the next most appropriate assignment. The GetNextWork functionality considers all eligible assignments to which a user has access.
Hi,
So this is from Pega side but I still believe Pega Robotics will also work in same fashion.
Since you are getting the assignment from the workbasket, the next assignment will be able to pick the case with highest priority. The next assignment is configured in that fashion
Pega 7 provides a set of facilities called GetNextWork that helps match users to the next most appropriate assignment. The GetNextWork functionality considers all eligible assignments to which a user has access.
Assignment models: user- and system-selected
With Pega, end users can choose what to work on next by selecting an item from a worklist. For example, a case worker at a bank may choose to get approval for a new car loan or submit an overdue loan request.
The ability to select work assignments at the user's discretion comprises the user-selected assignment model.
You can configure applications to identify and present the assignment with the most immediate need. The system can prioritize assignments from either the user's worklist or the workbaskets a user can access. Allowing the application to prioritize the most important assignment is the system-selected assignment model.
When a user clicks the Next Assignment link, the system checks the user's work list. If assignments are available in the user's work list, the assignments are filtered and sorted. The assignment ranked with the highest priority is selected.
Hope this helps
Thank You
Accenture Services Pvt.ltd
IN
Thanks Shekhar_Shubham for the inputs. Agree that in case of Pega, the end user clicks on GetNextWork and the logic to fetch the Case with the highest priority is executed. However, in the Robot Manager console this is an automated action. A Case comes into the work basket and the Robot Manager assigns it automatically to a VM (BOT) in a FIFO fashion. No option of GetNextWork in this scenario. Looking for alternatives here.