The following release notes describe the changes in each release of Pega Workforce Intelligence™. Use these release notes to learn about the changes, new features, and resolved issues in these releases.
The following table lists changes to the Pega Workforce Intelligence releases.
We are constantly working to ensure that you have the best experience with Workforce Intelligence. In this release, we focused on portal security and future-proofing the connection between Runtime and Workforce Intelligence. Specifically, this release ensures that data from an associate’s computer follows updated Runtime routes without requiring you to update Runtime.
Build 8.7.3 hotfix 1
This hotfix also addresses Linux kernel vulnerabilities and an e2fsprogs vulnerability:
|Adds an API to help administrators automate the tasks of creating and updating departments, teams, data collectors, and application users. Administrators can save time by using this API to manage the hierarchy for their organization. For more information, see Requesting access to API endpoints.|
Updates the version of Amazon Aurora database to continue to modernize backend systems that support performance and availability.
Addresses potential security vulnerabilities as part of the ongoing commitment to eliminate security risks in Workforce Intelligence.
Build 8.7.2 hotfix 2
This hotfix updates the kernel vulnerability in Linux OS as outlined in CVE-2022-22721, CVE-2022-23943, CVE-2022-22720, and CVE-2022-22719. For more information, see the Apache HTTP Server project.
Build 8.7.2 hotfix 1
This hotfix updates the kernel vulnerability in Linux OS as outlined in CVE-2022-0070.
Adds new work activity opportunity tags, such as Work Delivery and Work Wrapup, to help analysts categorize work as they look for opportunities to improve processes and workflows.
Prevents failure of the pipeline step for export-daily-event when at least one custom export is enabled but none of the default exports are enabled.
|Ensures that summary information is displayed correctly within the Summary page after shift edits.|
Ensures that when a pipeline step fails for any reason, the pipeline can successfully retry the step two more times before reporting a final failure. This bug prevented the second and third attempts from completing by automatically failing.
Build 8.7 hotfix 3
This hotfix updates the Apache Log4j version to address the issues outlined in
Build 8.7 hotfix 2
An Apache Log4j logging software vulnerability was identified on 12/14/2021
Build 8.7 hotfix 1
A third-party software vulnerability was identified on 12/10/2021 (CVE-2021-44228) in the Apache Log4j logging software. This vulnerability could allow malicious actors to take control of organizational networks. This hotfix remediates the threat caused by this vulnerability by updating the version of Apache Log4j logging software.
Adds four new default exports and a custom export option:
If you have already enabled a monthly or weekly export, the system continues to create this export. You do not need to request it again.
Resolves an issue within the Timeline page and the Opportunity Finder page to ensure that the screens shown display both the screen text and the screen alias.
Enables the creation of screen rules for tabs and subpages on a webpage to improve screen names and enhance the capture of workflows and insights. Administrators can create screen rules using the path, query, and hash portions of a URL, rather than the path only.
For example, by using all three components—path, query, and hash—administrators can perform the following tasks:
To support of these improvements, version 8.6.3 includes a redesigned Screen Administration page that simplifies managing screen rules.
Removes obsolete references to Robot Runtime configurations in the Workforce Intelligence UI, because clients now use the DesktopAnalyticsConfiguration.xml configuration file. The system migrates any data collectors who previously had Use Robotics assigned as their configuration to No data Collection in the Workforce Intelligence user interface, exports, and database.
The system prevents pipeline failures by ensuring that negative idle durations are filtered from time buckets.
Secures administrator functions by allowing you to customize access to specific administration pages when creating multiple administrator roles. You can now provide users with only the administrative access required for their assigned tasks. Limiting access helps users focus on the administration pages they need and avoid accidental errors that might occur on additional pages that they do not need. The first administrator created on your account can define custom roles for any combination of administrator pages, and then assign users to these roles.
Example: A small group of users manage changes to your data collector hierarchy, but they do not need access to any other administration pages. The first administrator can create a custom role, such as Data collector admin, and then add the Data Collector tab to this role. In this example, users assigned to the Data collector admin role see only the menu option and only the Data Collectors tab on the Organization page.
Adds a new Insight to detect workflows and paths that have a key press error rate of 30% or higher (on average). Examples of error key presses are the Backspace key and Delete key. This Insight helps analysts find error-prone, manual steps that might indicate opportunities for an automation, process change, or training intervention.
The following is one example of this Insight:
Adds a default Application Model for Microsoft Excel, which automatically captures clear screen titles by using the workbook name followed by the name of the selected sheet tab. An example of the screen title format is TestFileName.xlsx – Excel – Sheet2.
Requires Robot Runtime version 19.1.67 or later.
Improves the Application Model for Microsoft Edge by capturing more descriptive screen titles. The Application Model uses the region and then the window element to provide screen titles like Car Renewal - Policyholder details instead of titles that include vague information, such as "ACME Insurance and 2 more pages."
Requires Robot Runtime version 19.1.67 or later.
Version 8.6.1 introduced the Apply filters option to help you find specific paths of interest within a single workflow. In 8.6.2, this feature is enhanced to make it easier for you to select screens and applications when creating a filter. The lists of applications and screens are now limited to the top 10,000 screens or applications that are part of the workflow that you are analyzing and are also included within the selected business unit and timeframe. In addition, the lists are now alphabetized.
|Implements changes to prevent pipeline failures that occurred when allocated memory was exceeded.|
Ensures that application users can see their department or team on the Department tab when they are assigned to multiple roles, such as an Administrator role and also a Report or Analysis role.
Enables analysts to efficiently find specific paths of interest within a single workflow by using application and screen filters. The new Apply filters option is available above the list of paths for each individual workflow. This filter provides the With section where you can add multiple applications and screens to find paths that include these items. You can also add multiple items under the Without section to find paths that exclude specific applications and screens. For example, if you promote adoption of a new feature of a billing application to replace a manual process in Notepad, you could apply a filter to show only the paths that include Notepad and do not include the new screen in the billing application to gauge adoption of the new process.
Corrects an issue that prevented the Opportunity Details Timeline from loading after changing the timeframe.
Alleviates pipeline failures because of long user sessions (multiple weeks).
Build 8.6 Hotfix
Corrects an issue that prevented timelines from loading properly.
Adds Excessive Email Usage Insights that help you identify workflows and paths that use Microsoft Outlook or Lotus Notes excessively. These Insights reveal potential opportunities to implement a case management solution or create an automation to reduce the time and effort that associates spend on email. Insights that are related to Microsoft Outlook reference OUTLOOK.EXE, while insights that are related to Lotus Notes reference NOTES2.EXE. The following list shows two examples of these Insights:
In addition, this epic updates the wording of Excessive Excel Usage Insights, which were introduced in release 8.5, to standardize the presentation of all Excessive Usage Insights and include a helpful application category at the beginning of these Insights. For example:
Ensures that long screen names do not negatively impact data processing in the pipeline.
Enables analysts to view a single data collector (associate) with multiple IDs as a single profile on all reporting pages. Data collectors might use multiple networks, machines, or Active Directory accounts to complete work. Each different network ID generates a new instance of the data collector. Administrators can associate these alternate IDs with a primary ID that Workforce Intelligence uses to present a complete view of the data collector’s day.
Empowers administrators to add and maintain your organization’s teams and departments within the hierarchy by exporting and importing this information directly in Workforce Intelligence using a CSV file. Rather than submitting update requests to the Workforce Intelligence Service Delivery team, administrators can save time by using the self-service options available from the tab of the page in Workforce Intelligence.
Provides a self-service feature for adding and maintaining data collectors within the hierarchy in Workforce Intelligence. Rather than submitting these requests to the Workforce Intelligence Service Delivery team, administrators can export and import data collectors using a CSV file. This feature is available from the Data Collectors tab of the Organization page in Workforce Intelligence.
Adds Runtime endpoint authorization to the Workforce Intelligence portal to ensure that routes continue to be secure as clients transition from the Deployment Portal, formerly known as OpenSpan Management Console (OMC). The Workforce Intelligence portal uses OAuth tokens to provide improved security over an Allow list and Deployment Portal cookies. This support is part of a larger effort to retire the Deployment Portal. To use this endpoint authorization, you must have installed Robot Runtime 19.1.63 or later. This feature also includes the following changes:
Requires Robot Runtime version 19.1.63 or later.
Adds system and workflow insights to identify opportunities to implement a Pega auto-notes automation. This automation replaces the need for associates to manually enter notes about the actions they take. Analysts can review these workflows to determine where to implement automated notes to improve efficiency and reduce mistakes.
Adds system and workflow insights to identify high variability in the number of paths that associates are taking to complete a workflow. High variability could indicate that associates are not following standards to complete work. Analysts can make use of this insight to determine whether they should change standards, retrain associates, or even implement an automation to help decrease the variability.
Adds an insight to help analysts identify workflows that use Excel excessively. This insight could highlight opportunities to use Pega case management.
Updates Opportunity Finder to only show up to 50 users who have associated data when you click the Learn More button for the Production Goal Differential opportunity. This change ensures that the list of 50 users does not include users who do not have data.
For clients who use anonymized names, ensures that the page shows only the first name or the last name of users instead of their network ID.
Ensures that when you add unknown applications to groups in the Production, Other Work, or Non Work categories, these applications remain in the assigned group and category, even after you navigate away from the Application Administration page and then return to the page.
Adds a Load 25 more button to the Canvas page when an insight filter returns more than 25 paths for a workflow. An insight filter initially shows up to 25 paths on the Canvas, with the most frequently occurring paths listed first. To view the next 25 paths in the results, click the Load 25 more button at the bottom of the list. This button helps you review a large number of paths in manageable chunks. You can continue to click Load 25 more until all paths are displayed, if needed.
Ensures that the Application Usage chart on the Dashboard displays the correct percentages in the weekly view.
Ensures that the calendar on the Timeline page highlights relevant dates when you select an associate. The calendar highlights only the days for which data exists for the associate, making it easy for you to navigate to those days.
Ensures that the Departments/Teams chart on the Summary page displays data for all categories when you select two or more time slices from the Time chart. The Departments/Teams chart correctly displays data for the Production, Other Work, Non Work, Idle Time, and Unknown categories.
Ensures that the Time chart on the Summary page displays hours correctly when you select two or more items in the Departments/Teams chart.
Adds checks for the provided email and network ID before downloading the DesktopAnalyticsConfg.xml file.
Adds the network ID in the Application Summary API to improve analysis and data retention capabilities. Use the Application Summary API, which was introduced in Workforce Intelligence 7.5, to retrieve information about how your business units use applications. You can aggregate this information at any level that is established in your hierarchy. This API is accessible only by using OAuth.
Adds a Last Logged into the Application column to the tab to show the date and time of the last user login to Workforce Intelligence. By learning when frontline leaders and analysts last accessed the application, you can ensure that your organization is maximizing its use of Workforce Intelligence.
Improves the accuracy of shift times and scores by ignoring Off Computer Codes that are entered after two hours. For example, if agents leave computers running overnight, the system now ignores the Off Computer Code (such as Break) that they select at the beginning of the next day. The default time interval for ignoring the Off Computer Code is two hours.
Adds SAML 2.0 support for the web portal to provide enhanced security and single sign-on (SSO) capabilities.
Adds the following scores to help analysts identify and prioritize process improvement opportunities:
Analysts can view these scores from several pages in Workforce Intelligence, including the Workflow Summary (dashboard view), Workflow Summary (table view), and Workflow Overview. In all cases, higher scores indicate positive results.
Adds insights to help you identify and prioritize process improvement opportunities. Insights alert you to certain events in workflows and paths and offer suggestions for improvement. In this release, insights are displayed when waste is over a certain threshold or when Workforce Intelligence detects an automation opportunity (for example, a significant amount of copy and paste content is detected). The following statements are examples of insights:
Enables Robot Runtime to pull and use distributed application models from Workforce Intelligence, ensuring that all associates receive the models and that the clients are collecting the correct data. In addition, supports the ability to use a combination of screen elements to create more descriptive screen titles. These clear and consistent screen titles improve visibility in reports and workflow data in Workforce Intelligence.
Requires Robot Runtime version 19.1.67 or later.
Adds a dashboard view of the Workflow Summary to guide analysts when they prioritize workflows to review. The dashboard presents scores, insights, and a chart of the workflows. Analysts can interact with data on the dashboard to access more detailed information, select metrics to update the workflow chart, or open a table summary with the workflows filtered by a specific insight, for example.
Analysts can access the dashboard view by selecting from the Workforce Intelligence menu.
Increases visibility into workflows by capturing workflows that contain two or more application or screen transitions. For example, you can now capture copy and paste actions from one application to another.
The previous minimum for workflow capture was three steps.
Supports the offline analysis of data collectors by allowing you to export data collector information to a CSV file.
Reduces turnaround time by allowing administrators to create, assign, and manage workflow tags (also called start and end tags or bounded tags) for your organization. Previously, you had to request workflow tags from Pega Support.
Bases the Net Promotor Score (NPS) results on the industry standard to provide a clearer picture of agent and team performance in Pega Customer Service™ integrations.
Improves user experience by providing more consistent headers within pages.
Allows you to set up an existing Data Collector user as an Application User (Administrator, Analyst User, or Report User roles).
Ensures that expected hours only appear for business units during the time that the Runtime user reported to the parent team or department.
Ensures that the daily export now shows the correct window text.
Reduces the amount of time required to load the application.
Use the newtab to manage your application users, such as analysts and report users. Your application users are automatically migrated into Workforce Intelligence version 7.5.
For more information see the Pega Workforce Intelligence Administration Guide.
Improves authentication to provide better security. Users are prompted to update their passwords when they first log on to version 7.5.
Adds a new interface for logging in and changing your password. The Forgot Password window has also changed.
Improves the interface to make it easier to create and edit application user information.
Adds enhanced rules to mask credit card numbers for the following credit cards:
Use the new Application Summary API to retrieve information about how your business units use applications. You can aggregate this information by any level that is established in your hierarchy. This API is only accessible by using OAuth.
Corrects a problem that affected the calculation of waste for workflows.
Corrects a caching issue.
Corrects an issue with getting agent initials for the Workflow page.
To provide you with more insights to your workplace, you can now perform the following tasks:
To make it easier to manage your organization's hierarchy, you can now use the Administration tab to perform the following tasks:
Workforce Intelligence administrators can now manage Runtime client configurations directly from the Administration tab.
Adds an Analysis tab so you have access to export data from within Workforce Intelligence. You can then open this data in a spreadsheet to do additional analysis.option to the
For more information, see Viewing export data.
Adds support for handling multiple shifts on the same day. The total hours and score are based on the total shift time. The Timeline page shows all shift segments. In this release you can add, edit, and delete shift information for an associate and show any pending changes.
For more information, see Updating Shift Information.
Adds Legacy opportunities, which you can assign to applications that you are replacing or evaluating to see how much time users are spending in these applications. This information helps you to decide when to sunset the legacy application and monitor the transition to the replacement application.
For more information, see Types of opportunities.
Adds parallel sessions, which you can use to combine user sessions to get all information for that user level and more accurate results. There are the following scenarios:
For more information, see Parallel sessions.
Starting with the release of build 3, the version number changed from 3.3 to 7.3. The version number changed to bring Pega Workforce Intelligence in line with Pega versioning standards.
Adds a redesigned Opportunity Finder page that makes it easier to filter information by opportunity type, application, business unit, or minimum savings amount. On the Opportunity Details page, you can now see the trend of savings over time, a breakdown of savings by application, an enhanced timeline view of the entire day for the associate, and where the opportunity occurred. Using the Opportunity Details page, you can now compare departments, teams, and associates to understand how each are affected.
For more information, see Find opportunities and operational insights
Adds the Idle Time opportunity based on user input. Use this opportunity type to identify which associates accumulate the most idle time. Pega Workforce Intelligence also tells you whether that idle time was true idle time or was the associate being away from the computer for an extended period of time.
Changes the system to now classify IdleCancelled as an Idle event. For instance, if a user clicks Away in the Idle Time opportunity. Pega Workforce Intelligence adjusts totals from prior periods to reflect this change.instead of entering an Off-Computer Code, the time is now recorded as an idle event and displays as
Corrects a problem that prevented unique URLs with the same screen name from displaying on the Screen Administration page.
Makes sure that Wait Time opportunities are only counted once when screens are enabled for an application.
Makes sure that screen details display for all opportunity types.
Updates the screen header and toolbar to incorporate Pega design standards.
Changes the system so that you can better avoid naming issues when writing rules by removing leading and trailing spaces from screen names before storing the screen names in the database.
Adds support for using email addresses as alternate user IDs when using the runtime_user_def file to import users. Include the email address if your associates share network IDs. For more information, see the Pega Workforce Intelligence Administration Guide.
Adds the ability to integrate with Pega Customer Service and Pega Sales Automation.
Adds the ability to mark applications, screens, or pages as Noise and ignore them for sequence and set-based opportunities. For instance, you could mark Microsoft Outlook as Noise to omit data that is accumulated on Outlook from Central Application Exit Opportunities and instead focus on production-related applications. For more information, see the Pega Workforce Intelligence Administration Guide.
Removes "www" from the application name and URL paths to make the reports more readable.
Corrects a problem that prevented the Screen Administration page from showing the complete URL path for applications.
Corrects a problem that could cause users assigned to a team to show up as Unknown the first time that the system sends data.
Ensures that the system updates tags correctly in the Details section on the Screen Administration page.
Adds the Wait Time reporting capability. For more information on Wait Time reporting, see the Understanding Wait Time.
For information on setting up Wait Time reporting, see the Pega Workforce Intelligence Administration Guide.
Enhances the way that table headers work on the Summary page.
Added a Calendar widget to the Application and Screen Administration pages. You can now select weeks, months, quarters, and years instead of only a single day.
The reports now let you see present and historical data based on the time frame that you specify.
Corrects a problem that could cause <<Not Assigned>> to display in the Timeline Team list.
Corrects a problem that could prevent an application from displaying in the Timeline.
Updates the link for the Help icon (?) on the Administration page.
Updates Pega Workforce Intelligence to provide a more consistent look and feel.
Lets you click time blocks on the Opportunity Timeline to see application and screen details.
Lets you include URL path excerpts when creating screen rules on the Screen Administration page.
Screen rules no longer require a URL pattern. You can now search for the URL or the screen pattern.
The Application Administration page now displays both the domain and browser. For example:
New environments no longer include seeded applications, such as outlook.exe, but contain Off Computer Codes.
If the alias is blank, the Timeline now displays the executable or domain.
The Shifts view no longer groups on “Auto.” The system also lowercases network_ids if they are in mixed or upper case.
Adds the ability to enable and disable Google Analytics.
Corrects a problem that could prevent you from drilling into teams and getting spinners.
Corrects a problem that could cause a Chrome “Aw Snap” crash.
Addresses a browser cache issue.
Corrects a problem that could affect expected hours when you make changes to the hierarchy.
Makes sure that the system does not remove “.exe” in the Name field when you are mapping applications.
Makes sure that the hover text displays for users who are listed at the bottom of the Timeline.
Adds a missing Analysis link.
Corrects a problem that could cause duplicate application name error messages when mapping applications.
Makes sure that associate names do not display in report perspectives.
Makes sure that the screen mapping display name is visible for all applications.
Makes sure that new Pega Robotic Automation Runtime users display in reports.
Corrects a problem that could make Application Mapping updates fail.
Corrects a problem that could prevent you from loading business units in Profile Management.
Corrects a problem that prevented the Rules API from working correctly when you only have a single Runtime user role.
Makes sure that application names display when you expand groups on the Summary page.
Makes sure that all screen data, including hours, are displayed correctly.
Corrects a problem that could cause an error message the first time a new user logs in.
The following table lists changes in Robot Runtime that affect Workforce Intelligence users. You can find information on all Robot Runtime changes in the Pega Robotic Automation 19.1 and Pega Robotic Automation 8.0 SP1 build notes.
Robot Runtime Build number
This build ensures that when you are using Robot Runtime in Workforce Intelligence, the Robot Runtime rechecks all portal URLs (provided in CommonConfig.xml) after a DAC refresh. Robot Runtime then updates the DesktopAnalyticsConfig.xml file based on the portal where the data collector is active.
Captures more detailed screen titles to provide more accurate workflow information for Workforce Intelligence reporting.
Adds support for multiple portal URLs, so that it is not necessary to update the CommonConfig.xml file manually when a data collector moves from one Workforce Intelligence portal to another.
Modifies Robot Runtime for use in Workforce Intelligence implementations to ensure that all shifts are generated.
Saves time and effort by removing the need to restart Robot Runtime when you make changes to settings in the DesktopAnalyticsConfig.xml file (including security rules/RegEx rules), change the mode of Screen Details for an application, or update Application Models. By default, Runtime now communicates with the Workforce Intelligence server every 15 minutes to enable data collectors to receive the most recent version of these settings.
Supported in Workforce Intelligence 8.6 and later.
Enables Robot Runtime to pull and use distributed application models from Workforce Intelligence, ensuring that all associates receive the models and that the clients are collecting the correct data. In addition, version 19.1.67 supports the ability to use a combination of screen elements to create more descriptive screen titles. These clear and consistent screen titles improve visibility in reports and workflow data in Workforce Intelligence.
Supported in Workforce Intelligence 8.4 and later.
Provides an authorization solution for Pega Workforce Intelligence users who are migrating from the legacy Pega Deployment Portal product and want Runtime routes to continue to be authorized. The Workforce Intelligence portal provides the option of endpoint authorization using OAuth tokens to secure Runtime routes.
Supported in Workforce Intelligence 8.5 and later.
Modifies Robot Runtime to handle dynamically changing root class names. Robot Runtime uses the root class of an application to determine which application model to use. This change helps Workforce Intelligence capture screens using application models.
Adds support for High Level Events (HLEs) for the Microsoft Edge browser in Workforce Intelligence implementations.
Robot Runtime version 19.1.23 includes the following changes designed for Workforce Intelligence users: