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What's new in Workforce Intelligence

Workforce Intelligence is constantly improving your user experience and ability to analyze and optimize your organization’s processes. This article provides a summary of new features and key improvements in the latest releases of Workforce Intelligence.

This article covers the following Workforce Intelligence releases:

For detailed information about all the changes in recent Workforce Intelligence releases, see the Workforce Intelligence release notes

 

Pega Workforce Intelligence 8.6.1

Workforce Intelligence 8.6.1 includes the following new functionality: 

Filter paths by applications and screens

You can apply filters to quickly find specific paths of interest within a single workflow. The Apply filters option is available above the list of paths in each workflow. The number in parentheses indicates how many filters are currently applied to the list of paths.  

Apply filters option for paths
Apply filters option
Apply filters option for paths

You can filter by applications and screens that are both included and not included in paths. Click + Add in the With and Without sections of the Apply filters pop-up dialog to add multiple applications and screens. As you make additions, the filter applies AND logic to each item in the list. If you add criteria to both With and Without, the same AND logic applies.

For example, if you recently trained associates (data collectors) on a new billing application screen that replaces a manual process in Notepad, you could apply a filter to only show paths with Notepad and without the new billing screen to gauge adoption of the new process. If the Billing application has a long list of screens, you can enter the name of the screen in the Search box under Screen Name to find it. Using this example, your filter would look similar to the following image:

Apply filters pop-up dialog box
Apply filters pop-up dialog box
Apply filters pop-up dialog box

Pega Workforce Intelligence 8.6

Workforce Intelligence 8.6 includes the following new functionality and improvements. 

New Insight for Excessive Email Usage

Excessive Email Usage Insights help you identify workflows and paths that use Microsoft Outlook or Lotus Notes excessively. These Insights reveal potential opportunities to implement a case management solution or create an automation to reduce the time and effort that associates spend on email. Insights that are related to Microsoft Outlook reference OUTLOOK.EXE, while insights that are related to Lotus Notes reference NOTES2.EXE. The following list shows two examples of these Insights:

  • Email: 12 workflows have a high amount of OUTLOOK.EXE usage. Evaluate the steps to determine if these activities should be automated.
  • Email: A high amount of NOTES2.EXE usage is at the beginning and end of 5 paths. Review why and how NOTES2.EXE is being used as it may indicate the need for case processing solution or other automation solution.

Standard Presentation of All Excessive Usage Insights

The wording of all Excessive Usage Insights, including the Excessive Excel Usage Insights that were introduced in 8.5, is now standardized and includes a helpful application category at the beginning of these Insights. For example:

  • Spreadsheet: A high amount of EXCEL.EXE usage is at the beginning and end of 5 paths. Review why and how EXCEL.EXE is being used as it may indicate the need for case processing solution or other automation solution.

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