When using Pega Workforce Intelligence, it is important to understand how to use off-computer codes to better understand how employees work. If no keyboard or mouse activity is registered for a period of over 60 seconds (recommended setting), the system classifies the time between interactions as idle.

For longer idle times (recommended setting 15 minutes), a pop-up window can be shown to prompt the user to categorize the idle time by providing a reason such as Lunch, Break, Meeting, etc. Idle time is then calculated until the time the user clicked the reason.

The reasons are also referred to as off-computer reason codes. These codes or reasons are optional and can be configured and reordered by an administrator. By default, off-computer codes are disabled, but they can be enabled for any level of the hierarchy.

Preconfigured off-computer codes

Implementation considerations

• Be mindful of the impact a pop-up window has on daily operations.
• Keep off-computer codes deactivated during the first few weeks when establishing a baseline.
• Depending on requirements, an off-computer reason code is typically configured to be shown after 10 to 15 minutes of idle time.
• Keep the list of reasons short for quick and easy selection.
• If not using off-computer codes, keep in mind that it is common to have a high amount of idle time. For example, a regular lunch break equates to approximately 10% of a working day.