WorkManager portal — Monitoring activity

PRPC includes dozens of standard reports supporting business activity monitoring (BAM) and metrics. You can select the standard reports most meaningful to your management style and objectives, customize the report criteria, and personalize the display to provide quick shortcuts to your favorites. Managers can focus on bottlenecks, individual worker performance, productivity, quality, or many other dimensions of the operation.

In traditional portals, like WorkManager, most report contents cover only operations of a single work pool, as indicated by a work pool selector setting. If your access group lists more than one work pool for more than one application, confirm that the Work Pool Selector on the navigation panel (below the logo) identifies the application of interest. See work pool name.

In a newly installed system, reports in the Sample Work workspace have little value, because most report values are zero. Use flows in the PegaSample sample application to create and resolve a number of work items so that you have data that will help you understand this workspace. Using a sample application avoids any possible interference with application test data or production data.

The Monitor Activity workspace contains links, icons, and buttons. Click once to use each control.

Control	Single-click result
Home icon	Return to the home view of the Monitor workspace. (If using the WorkManager portal, two single clicks are required. Click the Monitor Activity bar again.)
A link	Access a tabular report.
A link with the icon	Access a chart.
Pencil button	Revise the report criteria.
Magnifying glass	Obtain a list of reports available in this category.
New button	Create a new report (of the same category) using the V5 Report Wizard.

Four categories of reports and charts are available from the workspace. These reports restrict results to work items in the currently selected work pool. (The links to reports that appear in each space may vary depending on your access group and your past use of the Favorites facility.)

Each category may contain both standard reports and custom reports added for the application. To see all the reports in a category (including those with links in your workspace), click the magnifying glass icon () in that category, or use the Find by Category list in the navigation panel.

Use the Find Reports by Name control to search for a report across all categories. To search, enter a word or phrase that appears in the Short Description or in the second key part (.pyStreamName) of a list view or summary view rule in the box and click  Find  . The system searches for such matching rules in the appropriate classes (using the SQL LIKE predicate).

Reports involve these concepts and terms: assignment, deadline, division, effort, goal, organization unit, ownership, resolution quality, timeliness, throughput, worklist, workbasket, work group, work type, and work queue.

Graphs use standard colors to identify timeliness: green for within goal, yellow for beyond goal but within the deadline, and red for assignments or work items past the deadline.

You can interact with the report and chart displays:

• Click a plus sign (+) character at the start of a row to drill down to the next level of detail.
• Click  Export to Excel   to start Microsoft Excel on your workstation and export the report detail as a spreadsheet. From this format you can analyze, search, print, and format the information.
• Click  Add to Favorites   to place a link to the report on your workspace. You can add this report to either of two favorites lists: My Personal or My Access Group list.
• Click the Customize List Criteria link for list view reports) or Customize Summary Criteria link (for summary view reports) to temporarily change the selection criteria values (as allowed by the Prompt Settings area of the Content tab). If a list view report is a favorite in the My Personal list, click Save Preferences to save the new criteria values you entered for later reuse. (For summary view reports, the Save Preferences option is available only if the summary view presents a chart.)

  Customize criteria links are not available for Firefox and Safari.

• Click  Customize View   to copy the existing report definition (a list view rule) and customize it. When done, you can save your altered copy for later reuse.

Often, you may need to change the start date or end date for a report. Click the Customize List Criteria link and use the calendar button to choose a new date. Usually, the assignments or work items selected must meet all the criteria. If this is not what you want, click Get records where the above criteria follow this logic and enter a logic statement using AND, OR, NOT, and parentheses to combine the row tests.

Typical report modifications

These changes are often made to copies of standard reports:

• Many standard reports present at most 500 work items. If the limit in a report is not appropriate for your application, copy the list view or summary view rule and change the Maximum Value field in your copy.
• Most reports include all the work items, assignments, or other objects in your work pool, with no start date or cutoff date. You can add criteria to limit the scope to the current year, or last 90 days, or other criteria.

Click the New button () in a category area of the workspace, or select New from the Create Report list to start the Report Wizard to define a new report in that category.

See About the V5 Report Wizard. (To use the V5 Report wizard, you must be able to create and save a new list view or summary view report.)

This section is no longer used.

Operation of standard reports and graphs depends on the exposed columns in the database tables supporting work items and work item history.

If you have created custom classes for work items, work item history, or assignments (other than those produced by the Application Accelerator), changes in database table mappings are likely to be required. See Working with the PegaRULES database — Tables for work items.

The Monitor Activity workspace is an extensible facility that can be modified for each manager, at the access group level, and for an entire application.

Your application can include additional reports, additional categories, and can determine which reports are visible to users.