why cases are routed to a workgroup when we already have a work queue
why cases are routed to a workgroup when we already have a work queue
Rulesstack Private Limited
IN
Hi @TanyaS58
In Pega, cases are routed to a workgroup to ensure they are managed by a team with the right expertise and oversight.
For example, in an insurance company, a claims workgroup includes adjusters and a supervisor. When a new claim arrives, it's routed to this workgroup. The supervisor/Claims manager then assigns it to the appropriate work queue, such as 'Simple Claims' or 'Complex Claims,' ensuring the right adjusters handle it efficiently. This approach leverages specialized skills and maintains effective case management.
We have Work-.ToLeveledGroup and Work-.ToSkilledGroup OOTB activities, which use the @pickBalancedOperator() function. This function evaluates required and preferable skills, as well as the workload of the operator.
The Lead System Architect (LSA) is responsible for determining the optimal routing techniques for the business. Assigning tasks to the most suitable user is essential for achieving efficient staff utilization and high throughput.
I hope this has cleared up any confusion.
Thanks,
Ravoof.
Cognizant
IN
@Mohammad Ravoof actually I want to know how cases can be routed to a work group then and also as you provided in your solution even though the cases are routed to workgroup its up to the teams manager to decide that which workqueue to route to so this isn't clear that then what's the purpose of workgroup routing?
Updated: 31 May 2024 4:39 EDT
Eclatprime Digital Private Limited
IN
@TanyaS58 Teams have workgroup and workgroup has work queue. We can't send directly cases to work queue because work queue keeps assignment but according to which role this we decide by workgroups. that is why WG called as cross functional teams group of members like HR,Accounting. Each member can belong to different work groups. In a work group there are members but that work queue is bucket which keeps tasks/cases and anyone from that work group team member can take assignment. The manager can also add or delete operators and work queues in the Members and Work queues sections, respectively. In the Case Manager portal and work queues, operators are referred to as Members , but deletion workgroup is also not possible by managers. So its a up level authority for members like each manager has a manager.
Updated: 31 May 2024 8:03 EDT
Cognizant
IN
@Somil Shukla how to route to a workgroup is there any OOTB activity present like say i want to route the case to HR team so how can we achieve this?
Because we have custom,worklist,workqueue and business logic options available so how to route to a workgroup?
Eclatprime Digital Private Limited
IN
@TanyaS58 We don't need to send the case to workgroup. We have worklist and work queue for that and each queue member's are somewhere part of a workgroup.
Eclatprime Digital Private limited
AU
In Pega, cases are routed to a workgroup to ensure they are managed by a team with the right expertise and oversight. Let me explain how this works:
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Workgroups: A workgroup typically consists of users who share similar roles or responsibilities. For example, in an insurance company, a claims workgroup might include adjusters and a supervisor. When a new claim arrives, it’s routed to this workgroup. The supervisor or claims manager then assigns it to the appropriate work queue based on the complexity or type of claim.
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Work Queues: Work queues, on the other hand, are shared by users with the same role in your application. By sending an assignment to a group of users via a work queue, you can ensure that a task in a case is processed by the next available user1. For instance, a “Simple Claims” work queue might handle straightforward claims, while a “Complex Claims” work queue could handle more intricate cases.
In Pega, cases are routed to a workgroup to ensure they are managed by a team with the right expertise and oversight. Let me explain how this works:
-
Workgroups: A workgroup typically consists of users who share similar roles or responsibilities. For example, in an insurance company, a claims workgroup might include adjusters and a supervisor. When a new claim arrives, it’s routed to this workgroup. The supervisor or claims manager then assigns it to the appropriate work queue based on the complexity or type of claim.
-
Work Queues: Work queues, on the other hand, are shared by users with the same role in your application. By sending an assignment to a group of users via a work queue, you can ensure that a task in a case is processed by the next available user1. For instance, a “Simple Claims” work queue might handle straightforward claims, while a “Complex Claims” work queue could handle more intricate cases.
-
Efficient Case Management: Routing cases to workgroups ensures that they are handled by a team with the right skills and expertise. It leverages specialized knowledge and maintains effective case management. Additionally, Pega provides out-of-the-box activities like
Work-.ToLeveledGroupandWork-.ToSkilledGroup, which use functions to evaluate skills and workload when assigning tasks to operators1.
In summary, workgroups allow for better collaboration and expertise sharing, while work queues ensure efficient task distribution among users within those groups. Both play crucial roles in effective case management within Pega applications.
Infosys Limited
IN
Consider workgroup as a team. Multiple members (operators) can be a part of single team. Multiple work baskets can point to a single workgroup so that assigned work (cases) from these work baskets can be worked by these team members.
There is no direct connection of operator to workbasket. Workgroup connects the workbasket to the operator.
Cases can be assigned to workbasket so that operator which has the access to this workbasket through workgroup can access that.