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Release Notes: Pega Workforce Intelligence

The following release notes describe the changes that are included within each release that is created for Pega Workforce Intelligence™. Use this article to familiarize yourself with the changes, new features, and resolved issues in these releases.

For more information, contact Pega Support. For information about system requirements and managing the system, see the Pega Workforce Intelligence Administration Guide.

Summary of Workforce Intelligence changes

The changes that are included in the various Pega Workforce Intelligence releases are listed in the following table.

To review a summary of changes in Pega Robot Runtime that affect Pega Workforce Intelligence users, see Related Robot Runtime changes at the end of this article. 

Item number

Description

Build 8.5

 

EPIC-58398

Enables analysts to view a single data collector (associate) with multiple IDs as a single profile on all reporting pages. Data collectors might use multiple networks, machines, or Active Directory accounts to complete work. Each different network ID generates a new instance of the data collector. Administrators can associate these alternate IDs with a primary ID that Workforce Intelligence uses to present a complete view of the data collector’s day.

If data collectors that are joined need to be separated, administrators can split alternate IDs from the primary ID of the data collector.

EPIC-62916

Empowers administrators to add and maintain your organization’s teams and departments within the hierarchy by exporting and importing this information directly in Workforce Intelligence using a CSV file. Rather than submitting update requests to the Workforce Intelligence Service Delivery team, administrators can save time by using the self-service options available from the Departments tab of the Organization page in Workforce Intelligence.

EPIC-33819

Provides a self-service feature for adding and maintaining data collectors within the hierarchy in Workforce Intelligence. Rather than submitting these requests to the Workforce Intelligence Service Delivery team, administrators can export and import data collectors using a CSV file. This feature is available from the Data Collectors tab of the Organization page in Workforce Intelligence.

EPIC-61839

Adds Runtime endpoint authorization to the Workforce Intelligence portal to ensure that routes continue to be secure as clients transition from the Deployment Portal, formerly known as OpenSpan Management Console (OMC). The Workforce Intelligence portal uses OAuth tokens to provide improved security over an Allow list and Deployment Portal cookies. This support is part of a larger effort to retire the Deployment Portal. To use this endpoint authorization, you must have installed Robot Runtime 19.1.63 or later. This feature also includes the following changes:

  • Workforce Intelligence uses client credentials rather than user credentials.
  • Administrators can toggle the authorization method on or off after setting up client credentials.
  • OMC cookies are no longer required.
  • Workforce Intelligence does not collect data for any data collectors assigned to the Unknown Team.
The Allow list is still available. 

EPIC-56111

Adds system and workflow insights to identify opportunities to implement a Pega auto-notes automation. This automation replaces the need for associates to manually enter notes about the actions they take. Analysts can review these workflows to determine where to implement automated notes to improve efficiency and reduce mistakes.

EPIC-56097

Adds system and workflow insights to identify high variability in the number of paths that associates are taking to complete a workflow. High variability could indicate that associates are not following standards to complete work. Analysts can make use of this insight to determine whether they should change standards, retrain associates, or even implement an automation to help decrease the variability.

EPIC-56102

Adds an insight to help analysts identify workflows that use Excel excessively. This insight could highlight opportunities to use Pega case management. 

US-380445

Updates Opportunity Finder to only show up to 50 users who have associated data when you click the Learn More button for the Production Goal Differential opportunity. This change ensures that the list of 50 users does not include users who do not have data.

BUG-384032

For clients who use anonymized names, ensures that the Opportunity Finder Details page shows only the first name or the last name of users instead of their network ID.

You might still see a network ID when using anonymized names if a first name or last name have never been entered for the user.   

BUG-293419

Ensures that when you add unknown applications to groups in the Production, Other Work, or Non Work categories, these applications remain in the assigned group and category, even after you navigate away from the Application Administration page and then return to the page.

Build 8.4.1

 

EPIC-63528

Adds a Load 25 more button to the Canvas page when an insight filter returns more than 25 paths for a workflow. An insight filter initially shows up to 25 paths on the Canvas, with the most frequently occurring paths listed first. To view the next 25 paths in the results, click the Load 25 more button at the bottom of the list. This button helps you review a large number of paths in manageable chunks. You can continue to click Load 25 more until all paths are displayed, if needed. 

US-369634

Ensures that the Application Usage chart on the Dashboard displays the correct percentages in the weekly view. 

US-369637

Ensures that the calendar on the Timeline page highlights relevant dates when you select an associate. The calendar highlights only the days for which data exists for the associate, making it easy for you to navigate to those days. 

US-369638

Ensures that the Departments/Teams chart on the Summary page displays data for all categories when you select two or more time slices from the Time chart. The Departments/Teams chart correctly displays data for the Production, Other Work, Non Work, Idle Time, and Unknown categories. 

US-369640

Ensures that the Time chart on the Summary page displays hours correctly when you select two or more items in the Departments/Teams chart. 

BUG-572270

Adds checks for the provided email and network ID before downloading the DesktopAnalyticsConfg.xml file. 

Build 8.4

 

US-332894

Adds the network ID in the Application Summary API to improve analysis and data retention capabilities. Use the Application Summary API, which was introduced in Workforce Intelligence 7.5, to retrieve information about how your business units use applications. You can aggregate this information at any level that is established in your hierarchy. This API is accessible only by using OAuth.

US-261873

Adds a Last Logged into the Application column to the Admin > Application Users tab to show the date and time of the last user login to Workforce Intelligence. By learning when frontline leaders and analysts last accessed the application, you can ensure that your organization is maximizing its use of Workforce Intelligence. 

BUG-534059

BUG-534872

Improves the accuracy of shift times and scores by ignoring Off Computer Codes that are entered after two hours. For example, if agents leave computers running overnight, the system now ignores the Off Computer Code (such as Break) that they select at the beginning of the next day. The default time interval for ignoring the Off Computer Code is two hours.

 

Adds SAML 2.0 support for the web portal to provide enhanced security and single sign-on (SSO) capabilities.

 

Adds the following scores to help analysts identify and prioritize process improvement opportunities:

  • Overall workflow:
    Provides the overall health of the workflow based on the Efficiency, Complexity, and Friction scores of all paths in the workflow along with other criteria.This score is a weighted average that helps you determine which workflows might require more analysis. 
  • Efficiency:
    Indicates the amount of waste in a workflow. This score compares production and other work time to total time.
  • Complexity:
    Shows the variability that is required to complete a workflow, including total applications and screens, unique applications and screens, and number of steps in a workflow.
  • Friction:
    Notes how much interaction is needed to complete a step or workflow. This score is based on the number of steps, key presses, clicks, and scrolls in a workflow.

Analysts can view these scores from several pages in Workforce Intelligence, including the Workflow Summary (dashboard view), Workflow Summary (table view), and Workflow Overview. In all cases, higher scores indicate positive results.

 

Adds insights to help you identify and prioritize process improvement opportunities. Insights alert you to certain events in workflows and paths and offer suggestions for improvement. In this release, insights are displayed when waste is over a certain threshold or when Workforce Intelligence detects an automation opportunity (for example, a significant amount of copy and paste content is detected). The following statements are examples of insights:

  • There is excess waste in 2 workflows impacting overall score due to low efficiency. Review the waste tab to determine ways to lower the waste.

  • Waste makes up the majority of 5 paths driven by Non Work time. Review the waste tab. 
  • There is an indication of an automation opportunity due to a high degree of frequent data movement occurring in 7 workflows.
 

Adds a dashboard view of the Workflow Summary to guide analysts when they prioritize workflows to review. The dashboard presents scores, insights, and a chart of the workflows. Analysts can interact with data on the dashboard to access more detailed information, select metrics to update the workflow chart, or open a table summary with the workflows filtered by a specific insight, for example.

Analysts can access the dashboard view by selecting Analysis > Workflows from the Workforce Intelligence menu.

 

Increases visibility into workflows by capturing workflows that contain two or more application or screen transitions. For example, you can now capture copy and paste actions from one application to another. 

The previous minimum for workflow capture was three steps.   

 

Supports the offline analysis of data collectors by allowing you to export data collector information to a CSV file. 

 

Reduces turnaround time by allowing administrators to create, assign, and manage workflow tags (also called start and end tags or bounded tags) for your organization. Previously, you had to request workflow tags from Pega Support.

 

Bases the Net Promotor Score (NPS) results on the industry standard to provide a clearer picture of agent and team performance in Pega Customer Service integrations.

 

Improves user experience by providing more consistent headers within pages.

Build 7.5.1  
BUG-508297

Allows you to set up an existing Data Collector user as an Application User (Administrator, Analyst User, or Report User roles).

BUG-304762

Ensures that expected hours only appear for business units during the time that the Runtime user reported to the parent team or department.

BUG-438736

Ensures that the daily export now shows the correct window text.

 

Reduces the amount of time required to load the application.

Build 7.5

 

 

Use the new Administration > Organization tab to manage your application users, such as analysts and report users. Your application users are automatically migrated into Workforce Intelligence version 7.5.

  • Analysts that are migrated from version 7.4.1 are set up as both Report Users and Analysts and have access to shift updates. If you do not want migrated Analysts to have access to shift updates, you must manually make that change.

  • Inactive users are migrated from version 7.4.1 in the event that you want to activate them again. If you choose to activate an inactive user, that user receives the invitation email.

  • Any user who has Admin privileges can now see the entire hierarchy.

For more information see the Pega Workforce Intelligence Administration Guide.

These changes replace the Profile Management page.

 

Improves authentication to provide better security. Users are prompted to update their passwords when they first log on to version 7.5.

 

Adds a new interface for logging in and changing your password. The Forgot Password window has also changed.

 

Improves the interface to make it easier to create and edit application user information.

 

Adds enhanced rules to mask credit card numbers for the following credit cards:

  • American Express

  • Visa

  • MasterCard

  • Discover

  • Diners Club enRoute

  • Diners Club International / Carte Blanche

  • Diners Club United States and Canada (MasterCard co-branding)

  • JCB

  • CUCard

 

Use the new Application Summary API to retrieve information about how your business units use applications. You can aggregate this information by any level that is established in your hierarchy. This API is only accessible by using OAuth.

Build 7.4.1

 

BUG-433617

Corrects a problem that affected the calculation of waste for workflows.

BUG-435144

Corrects a caching issue.

BUG-436046

Corrects an issue with getting agent initials for the Workflow page.

Build 7.4

 

 

To provide you with more insights to your workplace, you can now perform the following tasks:

  • View a list of bounded and task-based workflows.

  • Monitor specific application usage within a workflow.

  • Identify steps based on the production or other work applications and screens.

  • View contributors to waste at the workflow and step levels.

  • View user behavior at the workflow and step level.

  • Compare path variations.

 

To make it easier to manage your organization's hierarchy, you can now use the Administration tab to perform the following tasks:

  • Manage the production goals and parent organizations for each business unit.

  • Create, update, move, and disable teams and departments.

  • View the most recent shift for users.

 

Workforce Intelligence administrators can now manage Runtime client configurations directly from the Administration tab.

To manage the client configuration, you must use Robotic Automation Runtime version 8.0 SP1 2020 or later.

Build 7.3.2

 

 

Adds an Exports option to the Analysis tab so you have access to export data from within Workforce Intelligence. You can then open this data in a spreadsheet to do additional analysis.

For more information, see Viewing export data.

 

Adds support for handling multiple shifts on the same day. The total hours and score are based on the total shift time. The Timeline page shows all shift segments. In this release you can add, edit, and delete shift information for an associate and show any pending changes.

For more information, see Updating Shift Information.

Build 7.3.1

 
 

Adds Legacy opportunities, which you can assign to applications that you are replacing or evaluating to see how much time users are spending in these applications. This information helps you to decide when to sunset the legacy application and monitor the transition to the replacement application.

For more information, see Types of opportunities.

 

Adds parallel sessions, which you can use to combine user sessions to get all information for that user level and more accurate results. There are the following scenarios:

  • Sessions that run on the same physical machine, such as when one of the sessions is virtual and one is remote.

  • Sessions that run on different physical machines, such as when an employee works on several machines.

  • Any number of sessions that might run in parallel. For example, if a user is working on two different physical machines and has virtual sessions running on each of these physical machines, there could potentially be four sessions running in parallel.

For more information, see Parallel sessions.

Build 7.3

Starting with the release of build 3, the version number changed from 3.3 to 7.3. The version number changed to bring Pega Workforce Intelligence in line with Pega versioning standards.

 

Adds a redesigned Opportunity Finder page that makes it easier to filter information by opportunity type, application, business unit, or minimum savings amount. On the Opportunity Details page, you can now see the trend of savings over time, a breakdown of savings by application, an enhanced timeline view of the entire day for the associate, and where the opportunity occurred. Using the Opportunity Details page, you can now compare departments, teams, and associates to understand how each are affected.

For more information, see Find opportunities and operational insights

 

Adds the Idle Time opportunity based on user input. Use this opportunity type to identify which associates accumulate the most idle time. Pega Workforce Intelligence also tells you whether that idle time was true idle time or was the associate being away from the computer for an extended period of time.

BUG-346477

Changes the system to now classify IdleCancelled as an Idle event. For instance, if a user clicks Cancel instead of entering an Off-Computer Code, the time is now recorded as an idle event and displays as Away in the Idle Time opportunity. Pega Workforce Intelligence adjusts totals from prior periods to reflect this change.

BUG-317602

Corrects a problem that prevented unique URLs with the same screen name from displaying on the Screen Administration page.

BUG-337974

Makes sure that Wait Time opportunities are only counted once when screens are enabled for an application.

BUG-337976

Makes sure that screen details display for all opportunity types.

Build 3.2

 

 

Updates the screen header and toolbar to incorporate Pega design standards.

 

Changes the system so that you can better avoid naming issues when writing rules by removing leading and trailing spaces from screen names before storing the screen names in the database.

 

Adds support for using email addresses as alternate user IDs when using the runtime_user_def file to import users. Include the email address if your associates share network IDs. For more information, see the Pega Workforce Intelligence Administration Guide.

 

Adds the ability to integrate with Pega Customer Service and Pega Sales Automation.

Build 3.1.1.32

 

 

Adds the ability to mark applications, screens, or pages as Noise and ignore them for sequence and set-based opportunities. For instance, you could mark Microsoft Outlook as Noise to omit data that is accumulated on Outlook from Central Application Exit Opportunities and instead focus on production-related applications. For more information, see the Pega Workforce Intelligence Administration Guide.

 

Removes "www" from the application name and URL paths to make the reports more readable.

BUG-317602

Corrects a problem that prevented the Screen Administration page from showing the complete URL path for applications.

BUG-303156

Corrects a problem that could cause users assigned to a team to show up as Unknown the first time that the system sends data.

BUG-283158

Ensures that the system updates tags correctly in the Details section on the Screen Administration page.

Build 3.1.0.15

 

 

Adds the Wait Time reporting capability. For more information on Wait Time reporting, see the Pega Workforce Intelligence Help.

For information on setting up Wait Time reporting, see the Pega Workforce Intelligence Administration Guide.

 

Enhances the way that table headers work on the Summary page.

 

Added a Calendar widget to the Application and Screen Administration pages. You can now select weeks, months, quarters, and years instead of only a single day.

Build 3.0.2.0

 

 

The reports now let you see present and historical data based on the time frame that you specify.

 

Corrects a problem that could cause <<Not Assigned>> to display in the Timeline Team list.

 

Corrects a problem that could prevent an application from displaying in the Timeline.

 

Updates the link for the Help icon (?) on the Administration page.

Build 3.0.1.0

 

 

Updates Pega Workforce Intelligence to provide a more consistent look and feel.

 

Lets you click time blocks on the Opportunity Timeline to see application and screen details.

BUG-277223

Lets you include URL path excerpts when creating screen rules on the Screen Administration page.

BUG-277223

Screen rules no longer require a URL pattern. You can now search for the URL or the screen pattern.

Build 3.0.0.180

 

 

The Application Administration page now displays both the domain and browser. For example:

  • domain.com – iexplore.exe

  • domain.com – chrome.exe

This lets you more easily update the categorization for each application.
 

New environments no longer include seeded applications, such as outlook.exe, but contain Off Computer Codes.

BUG-274432

If the alias is blank, the Timeline now displays the executable or domain.

BUG-274727

The Shifts view no longer groups on “Auto.” The system also lowercases network_ids if they are in mixed or upper case.

Build 2.2.1.290

 

 

Adds the ability to enable and disable Google Analytics.

BUG-264366

Corrects a problem that could prevent you from drilling into teams and getting spinners.

BUG-261300

Corrects a problem that could cause a Chrome “Aw Snap” crash.

BUG-264628

Addresses a browser cache issue.

BUG-264793

Corrects a problem that could affect expected hours when you make changes to the hierarchy.

BUG-261662

Makes sure that the system does not remove “.exe” in the Name field when you are mapping applications.

BUG-260157

Makes sure that the hover text displays for users who are listed at the bottom of the Timeline.

BUG-263921

Adds a missing Analysis link.

BUG-258691

Corrects a problem that could cause duplicate application name error messages when mapping applications.

BUG-258685

Makes sure that associate names do not display in report perspectives.

BUG-262474

Makes sure that the screen mapping display name is visible for all applications.

BUG-259902

Makes sure that new Pega Robotic Automation Runtime users display in reports.

BUG-261682

Corrects a problem that could make Application Mapping updates fail.

BUG-261267

Corrects a problem that could prevent you from loading business units in Profile Management.

BUG-264820

Corrects a problem that prevented the Rules API from working correctly when you only have a single Runtime user role.

BUG-266270

Makes sure that application names display when you expand groups on the Summary page.

BUG-263956

Makes sure that all screen data, including hours, are displayed correctly.

BUG-266558

Corrects a problem that could cause an error message the first time a new user logs in.

 

Related Robot Runtime changes

The following table lists changes in Robot Runtime that affect Workforce Intelligence users. You can find information on all Robot Runtime changes in the Pega Robotic Automation 19.1 and Pega Robotic Automation 8.0 SP1 build notes.

Build number

Description

Robot Runtime
19.1.67

Enables Robot Runtime to pull and use distributed application models from Workforce Intelligence, ensuring that all associates receive the models and that the clients are collecting the correct data. In addition, version 19.1.67 supports the ability to use a combination of screen elements to create more descriptive screen titles. These clear and consistent screen titles improve visibility in reports and workflow data in Workforce Intelligence.

Robot Runtime
19.1.63

Provides an authorization solution for Pega Workforce Intelligence users who are migrating from the legacy Pega Deployment Portal product and want Runtime routes to continue to be authorized. The Workforce Intelligence portal provides the option of endpoint authorization using OAuth tokens to secure Runtime routes. 

 

Robot Runtime
19.1.54

Modifies Robot Runtime to handle dynamically changing root class names. Robot Runtime uses the root class of an application to determine which application model to use. This change helps Workforce Intelligence capture screens using application models.

Robot Runtime
19.1.48

Adds support for High Level Events (HLEs) for the Microsoft Edge browser in Workforce Intelligence implementations.

Robot Runtime
19.1.23

Robot Runtime version 19.1.23 includes the following changes designed for Workforce Intelligence users:

  • (BUG-511195) -- Changes Runtime so that the Social Security Number (SSN) security rule no longer masks the duration of a step, stored in the ms_duration column. The following fields are not masked: Duration, KeyPressCount, ErrorKeyPressCount, CtrlC_Count, CtrlV_Count, CtrlX_Count, MouseClickCount, MouseWheelCount, WindowMoveSizeCount, ScrollCount, ProcessTotalWaitTime, and ProcessWaitTimeThreshold.

  • (BUG-515059) -- Adds the IdleStartTime field to the list of fields that require explicit regex.

  • (BUG-509371) -- Changes the system so that, by default only key presses, mouse clicks, and mouse scrolls end an Idle period.

Set the mouseMoveBreaksIdle key to True if you want to change the default behavior and allow moving the mouse to end an Idle period. This key is in the RuntimeConfig.xml or DesktopAnalyticsConfig.xml file. For Workforce Intelligence implementations, you control Robot Runtime using the DesktopAnalyticsConfig.xml file to control Robot Runtime. For Pega Robotic Process Automation implementations, you use the RuntimeConfig.xml file to control Robot Runtime.

For more information, see Cumulative Build Notes: Pega Robotic Automation 19.1. To download Robot Runtime 19.1.23, go to Digital Delivery.

 

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