Cross-functional Work Groups

In most organizations, business units and their employees tend to be siloed, working independently and inefficiently. Completely transforming a business process that harnesses the workflow Automation and AI-powered decisioning features in Pega Platform requires breaking down these silos and creating teams that work across business units. 

Pega applications support Work Groups to accomplish this transformation without having to restructure the organization completely. By creating Work Groups, different business units and divisions can share resources across users and the entire organization. Each Work Group, also called a Team, consists of a manager, a single Work Queue, and multiple users from different business units that are united to support the new business process.
 

Each user has Assignments that can transfer from the Work Queue to their Worklist to support the new workflow. Assignments are transferred from the Work Queue to an operator's Worklist in one of several ways: Operators access the Work Queue directly and reassign an item to their Worklist; Managers assign items from the Work Queue directly to a user's Worklist, or the Get Next Work feature uses AI to automatically select the most appropriate Assignment for a user from the Work Queue and route it directly to their Worklist.

Users require an association with at least one Work Group but can belong to more than one. By assigning users to Work Groups, businesses can manage how individuals share work without affecting the organizational hierarchy. For example, a finance analyst, marketing manager, and staff writer all work to maintain the company website. They are members of the Website Work Group, which gives each member of the Work Group the ability to access work from a shared Work Queue.

In the following image, click the + icons to learn more about shared resources in Work Groups:

A Work Group contains one user who is the primary manager of the Work Group. The Work Group manager has responsibilities that include Task routing, approval, notifications, and addressing escalation issues. Work Groups give managers the flexibility to assign, monitor, and report on work performed in each Work Group. 

Work Groups can also assign authorized managers to help transfer Assignments. For example, if the primary team manager is temporarily unavailable, an authorized manager can assume some of the responsibilities of the primary manager. Authorized managers are not required to be part of the Work Group, and they cannot perform approvals. If the authorized manager is from outside the Work Group, they cannot complete Tasks from the Work Queue.