By creating operators you provide access for users and processes to your application so that processing work can happen, and so that business processes can reach successful resolution. You can create operators not only for users, but also for automated, unattended processes. Unattended operators are robotic automation virtual machines (VMs). The system generates unattended operators for each registered VM in a robotic process automation (RPA) solution. Creating unattended operators increases the automation of your business processes, lowers costs, and speeds up work resolution.
Creating operators gives you the following benefits:
- Increased security
- Every operator can have a unique password with which to log in to your application. As a result, you protect your data and operations from inappropriate or random users.
- Improved routing of work
- Every operator has an individual queue of assignments to complete that Pega Platform refers to as a worklist. Additionally, you can give an operator access to a work queue that groups assignments that are available for members of a specific team. For every operator, you can specify the level of relevant skills, for example, you can indicate that an operator is a highly advanced Java developer, or speaks French fluently. Grouping assignments and defining skillsets improves the routing of work and ensures that an application assigns tasks to the most appropriate users. For every operator, you can also define periods of unavailability and a substitute worker or work queue to ensure continuous case processing.
- Relevant access type
- You can define which data and operations an operator can access and perform in your application. For example, you can ensure that only a manager can approve or reject new job candidates, or that a CSR can access all information that a case requires to reach resolution. Consequently, the users of your application can perform only relevant actions and process their work faster.
The following figure summarizes the options that are available for operators in Pega Platform applications:
Clusters and operator IDs
After you save a new, or update an existing operator ID instance, the change might not be reflected on another node in a cluster until the Pega-RULES agent on that node performs the next system pulse — typically after no more than 60 seconds. Unlike instances of most other Data- classes, the system saves operator ID instances to the rule cache. As a result, until the next time that the rule cache is synchronized, one node might access a stale copy from its rules cache.
Bulk operator load
To save time, you can create operator ID instances by importing a comma-separated values (CSV) file, such as a Microsoft Excel spreadsheet.
Operator ID property
After a requestor logs in, the operator ID identifier is available on the pxRequestor page as the pxUserIdentifier property.
Operator IDs and external identity providers
If you implement authentication by using an external identity provider (IdP), the login process accesses IdP for authentication and ignores the password in this operator ID instance. However, the system still requires an operator ID data instance for each user.
The system saves passwords for operator IDs as hashed values in the PegaRULES database, by first salting the clear text password value and then hashing it using the default bcrypt algorithm. The system uses two property types when changing the password: Password type for the New Password field, and Text type for the Confirm Password field. The Data-Admin-Operator-ID.pyPwdCurrent property stores the hashed password after the password passes validation.
- Creating an operator ID
Provide users with access to your application by creating operator IDs. When you create an operator ID, you can specify the background and general information about the user, define application access, and configure password credentials for the user.
- Defining operator contact information and application access
Define contact information and application access for an operator so that all operators can communicate and access the required applications. The access groups that you specify affect which applications an operator can access and what their role is.
- Defining work routing settings for an operator
For continuous and efficient workload management and routing, define skills, work groups, and work queues for operators. As a result, an operator can receive work based on skill set and team membership. For reporting purposes and advanced routing use cases, configure the reporting structure.
- Defining operator availability
Ensure that the workflow in your organization is uninterrupted by defining operator availability and substituting operators that can receive work when the operator is unavailable. As a result, you ensure that the processing of your business cases continues even when some of the users are unavailable to perform work.
- Defining security information for an operator
Ensure that your organization complies with security policies by defining security information for the operators in your system. You can manage operator authentication, passwords, and license types, to allow rule check out, and enable or disable the operator. As a result, operators can access your application safely, and then perform only the actions that are relevant to their roles.
- Deleting operators
To ensure that only designated workers can access your application, you can disable access for users that are no longer active, for example, when they no longer work in your organization.
- Creating a work queue
To improve workload management and task routing in your application, create a work queue that holds assignments for operators and robotic queues. Because you associate a work queue with a group of users or a robotic queue, you logically and efficiently categorize work inside your organization.
- Creating work groups
Manage work inside your organization logically and efficiently by creating work groups. A work group connects a manager and a group of reporting users to enable relevant workflow management and improve communication.
- Updating the organizational structure by using the organizational chart
Reflect the growth of your company by creating new elements in your organizational structure. As your organization develops, you can add new divisions, units, and sub-units that correspond with new elements of your enterprise. Maintaining an organizational structure can accelerate your application development, as you can reuse different application elements across your organization.