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Assignments management in the Interwoven Worklist

Updated on November 9, 2021

To improve daily work experience of case workers, provide a consolidated list of assignments that different application route. Use the Interwoven Worklist that offers both solutions for efficient work management and a holistic view on the workload. The Interwoven Worklist includes all tasks that are routed to a specific worklist or work queue.

A worklist displays open assignments that applications route directly to a specific user. Every user has a unique worklist of tasks to complete. A work queue is a list of open assignments that are available to a group of users, for example to all members of one team.

The Interwoven Worklist is one of the functionalities that are available in the Pega Process Fabric Hub. The Interwoven Worklist collects all assignments that are assigned to a user from multiple registered applications, even across various Pega Platform systems and versions, starting with Pega Platform 8.1. As a result, users save time because they can access all their assignments in a single window, without switching between applications to check their worklists. The Interwoven Worklist also provides better workload management because users can view a full list of assignments with due dates and priorities. Consequently, assignees can make informed decisions about which assignment to resolve next by taking into consideration tasks from across all their applications at once.

The Interwoven Worklist synchronizes with applications in real time, which means that users receive information immediately after an application routes an assignment, as show on the following figure:

Real-time notifications
Interwoven Worklist with a real-time notification about a new assignment

To avoid duplicating work, the Interwoven Worklist marks completed assignments and makes them unavailable for users to pick up, both in worklists and work queues. In a work queue, the Interwoven Worklist prevents users form picking up assignments on which another user already works.

After clicking an assignment link, the Pega Process Fabric Hub redirects users to an application that includes the assignment. Users can work on the assignment directly in the application context.Note: If you want to provide a user with an ability to pick up assignments from work queues, ensure that you assign the user to a specific work queue. For more information, see Defining operator work groups, work queues, and schedules.

For more sufficient workload management and enhanced prioritization, users can use Next Best Work algorithm to pick up tasks. The algorithm evaluates priority of assignments by multiplying assignment urgency and weighting that you can configure for every application. As a result, Next Best Work provides an assignment with the highest score.

The following figure presents the Interwoven Worklist that includes assignments routed to a sample user and a button to prompt next best work:

The Interwoven Worklist
The Interwoven Worklist that collects assignments that a user can pick up for processing

Common work queue across multiple applications

The Pega Process Fabric Hub synchronizes assignments, work queues, and operator mappings per registered application, and the remote application publishes this information during activation. When multiple applications use the same work queue, the work queue data synchronizes per application. In such scenario, a user of the Pega Process Fabric Hub can view multiple entries for one work queue, and each entry corresponds to a different application. Also, the Pega Process Fabric Hub displays an application context for each entry. As a result, when a user selects a work queue entry for a specific application, the Interwoven Worklist displays assignments that come from the selected application only.

The following figure shows a list of work queues that a user can access, with an application context given for each work queue:

Work queues
Interwoven Worklist with a list of work queues from different applications
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