Understanding Tagging
Case Manager portal — Using the Dashboard |
The Dashboard page of the Case Manager portal is the default home screen that appears when a user logs in to the Case Manager. This page allows users to view work lists and statistics for an entire work group, operators within a work group, and workbaskets in an application.
The dashboard can be accessed at any time by clicking Dashboard in the column on the left side of the screen. This column is persistent across all pages in the Case Manager, and can be accessed via a three line menu navicon in the top left corner when the browser window becomes too small for this column to be displayed properly.
Additionally, a list of available work groups can be accessed via a drop-down menu in the top right corner of this page. If a user is only a member of one work group, then this will be the only one listed in the drop-down menu.
The information on the dashboard is displayed across four primary panels:
Displays the stages and steps for the case type that the operator selects in the Case stages for drop-down menu. The presentation represents the contents of the Case Designer Stages & Processes tab. A counter next to the stage label indicates the number of open cases in the stage. Click on the label or number to display a report, which includes the case ID, work status, and current stage,and stage ID( pyStageID). See Stages and steps.
For the work group you select in the workgroup drop-down menu, the Urgent Work panel displays the top 15 case assignments that have the highest urgency values. If the cutoff is in the middle of a mass tie (urgency 42, for instance), the Dashboard displays a subset of all the assignments that are urgency 42. The maximum count is 500. If there are more than 15 items on the list, click the pagination link at the top right corner of the list to see any additional pages. This list uses the Assign-.pyAssignmentWorklist report definition. See Urgency.
Worklist columns identify the following assignment details:
Heading |
Description |
| Urgency |
A calculated value between 1 (lowest) and 100 (highest) identifying the priority of this assignment (property Work-.pyUrgencyAssign). Rows are sorted by decreasing urgency value. A red square indicates that the item has an urgency value equal to or greater than 60. A yellow square indicates an urgency from 30 to 60. A green square indicates items with an urgency value less than 30. You can override the default urgency cutoff values in the control rule pyWorkUrgencyDraggable. |
| Due |
The deadline time for this assignment in the future or has occurred. This time appears in green if the assignment has exceeded its goal but not its deadline; in red if the deadline is exceeded. The due times are defined in the service-level agreement referenced by this assignment. See Service-level agreement form. |
| ID |
The unique identifier assigned by the application to this case. A prefix or suffix portion of this identifier can help users remember the application or work type. By default, ad hoc instances use the prefix "C-". See Understanding work item IDs. Click an item in this column to open the assignment in the center of the dashboard. |
| Description |
Assignment label, which generally defaults to the associated case type label. If the item is ad hoc work, the name is New ad hoc work for: <case type name>. |
| Category |
The category of the case. This list can be filtered using the funnel icon next to the "Category" heading at the top of this column. |
| Owner |
The owner of the case. Click the owner's name to access their profile information. |
Operators can transfer assignments between team members or work baskets as follows:
The assignment is removed from the operator's work list or work basket and appears in the target operator's list or work basket. The assignment count adjusts automatically.
The Pega Pulse panel, located in the top right corner of the dashboard, serves as a hub for social activity between users in the Case Manager. This panel can be collapsed or minimized by clicking the arrow next to the Pega Pulse heading.
The top half of this panel provides three tabs that allow users to share content and information: Message, File, and Link. The bottom half of this panel displays a time stamped list of previous operator activity.
The Team Members panel, located in the center of the right side column of the dashboard, lists the names of operators in the work group. This panel can be collapsed or minimized by clicking the arrow next to the "Team Members" heading.
The list displays 10 operators, first showing those with unresolved cases, followed by those with the most recently resolved cases; click See all at the bottom of the list to display all operators in the work group.
Each operator's name is listed with a circle to the left and a square to the right.
Click an operator's name to display, in the center of dashboard, the list of urgent work items and related work statistics.
You can transfer work between operators using the drag and drop feature described in Transferring Work under the Urgent Work section.
The Work Baskets panel, located in the bottom right corner of the dashboard, displays a list of all workbaskets in the current user's work group. This list uses the Assign-.pyAssignmentsInWorkBaskets report definition. This panel can be collapsed or minimized by clicking the arrow next to the "Work Baskets" heading.
Click the name of a workbasket in the list to open its list of urgent work items in the center of the dashboard. The numeric value next to the workbasket name indicates the number of assignments in the workbasket.
You can transfer work between workbaskets using the drag and drop feature.
By default, the number of operators or workbaskets in the tree is limited to 500. To modify this value, make a copy of Work-pyOperatorsInMyWorkGroup or Work- pyWorkbasketsInMyWorkGroup report definitions and update the Maximum Number of Rows To Retrieve field in the Data Access tab.
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Tag Deck
Understanding Tagging |