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Managing work across your team


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Achieve the best results while processing your Microjourney by efficiently managing work across your team. When you create a team for users and define routing conditions to assign tasks, you ensure that each task in the case is completed by the team member that is best-suited to the job. As a result, you meet your business goals faster, and to greater effect.

To ensure that you have the right type of resources to resolve your business processes, create a team, and then decide on roles in your team. For example, you can assign one team member as a manager, to monitor and approve the work of the other team members.

When your team is up and running, you can start processing cases by assigning tasks to your team members. To save time and ensure that your application routes tasks to the most appropriate person, you can automate the process of assigning work by configuring custom routing logic and choosing assignees at run time. You can then define the routing conditions based on workload and skills, to ensure that the right team member, with sufficient capacity, receives the task.

For relevant training materials, see the Routing assignments to users module on Pega Academy.

  • Configuring teams

    To ensure that you engage all the people necessary to deliver your projects, configure a team, so that you can assign different roles to team members, and then manage work in a convenient and transparent way.

  • Configuring your dashboard

    Configure your dashboard to personalize your workspace and choose the widgets that increase your productivity.

  • Assigning tasks to users

    Improve business process efficiency by assigning tasks to appropriate individuals or groups of individuals. For example, you can create a task for a CSR to follow up with a customer, and then route that assignment to the CSR work queue.

  • Following a case

    You can follow a case to receive notifications when users post messages to the case in Pulse. By actively monitoring cases, you can contribute to stakeholder discussions and help resolve cases more quickly.

  • Managing case followers

    You can control which users follow a case to ensure that relevant stakeholders participate in case discussions.

  • Configuring intelligent email routing

    To save time and ensure faster resolution of cases, configure your Pega Email Bot to react to user requests and automatically respond to emails. By creating conditions for intelligent email routing, the system can then automatically convert email content to a new interaction case for a user, add the email to a work queue, create a top-level case in an application, or send an automatic reply.

  • Switching between applications

    When you work on multiple applications, you can switch between them by using the Application menu.

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