Robotic work groups and assignment types

A work group identifies a cross-functional team that contains a set of operators, and one or more work queues. You create work groups so that units, divisions, or the entire organization can share resources.

Pega Robot Manager™ allows you to process large volumes of assignments based on the type. An assignment type represents the category of work being processed and corresponds to specific work queues in Pega Platform™.

A work queue is an entity that holds the list of all open assignments, in order of importance, for a group of users. Assignments stay in the work queue until a user associated with the work queue selects an assignment, or an administrator sends an assignment in the work queue to a specific user.

Work groups and assignment types (work queues) are used to route the case to users or robots. Each work group contains one or more assignment types. Assignments are the result of modeling a case to perform a task by a party other than the current operator. An operator routes the work and the required assignment to the work queue.

Unattended robots retrieve assignments from work groups through Pega Platform Get-Next-Work (GNW) capabilities. Attended robots receive assignments through the case workflow based on the Pega routing configuration.

When you create a new Pega Robot Manager application in Pega Platform within the Enterprise Class Structure, you must create work groups and assignment types. You can also add new work groups and assignment types to an existing application.

The configuration of work groups and assignment types in Pega Robot Manager is similar to the configuration in Pega Platform.

You can also create additional work groups and assignment types for unattended robotic solutions in Pega Robot Manager. Pega Robot Manager allows you to create and modify work groups and assignment types to meet the business requirements and manage the workload and scheduling of robots.

When you create various entities in Pega Robot Manager, you must consider the Enterprise Class Structure (ECS) of Pega Platform and the inheritance of configurations and settings such as work groups and assignment types across the organization.