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Workforce Intelligence Administrator Guide

Updated on March 5, 2021

Pega Workforce Intelligence is a software-as-a-service (SaaS) desktop process analytics application that uses artificial intelligence (AI) discovery bots to deliver actionable insights around people, processes, and technology that are needed to better understand, manage, and engage your company's workforce.

Workforce Intelligence includes features, such as Workflow Analysis and Opportunity Finder, which help identify the most optimal opportunities to gain efficiencies through intelligent automation. Workforce Intelligence administrators implement and maintain Workforce Intelligence in their organization and ensure that report data and dashboards display information at the desired levels for analysts.

  • Overview

    Pega Workforce Intelligence captures the actionable data that analysts and others need to quantify and measure productivity and efficiency across your organization.

  • Verifying Requirements

    Verify that your system meets the browser and software requirements for Pega Workforce Intelligence to run properly.

  • Implementation

    Prepare to add the departments and assign data collectors (associates) to departments to efficiently complete the initial implementation of Pega Workforce Intelligence.

  • Mapping applications and websites

    To support focused data analysis, classify the applications and websites that Pega Workforce Intelligence detects.

  • Grouping items

    Combine similar items into a single entry to change the organization of data in reports and charts. For example, analysts might request to view all websites from the .edu domain as a single group.

  • Setting up Off Computer Reason Codes

    Configure Off Computer Reason Codes to allow associates to assign idle time away from the computer to reasons such as lunch or training. These codes help analysts gain better perspective on the full workday rather than only activities completed on the computer.

  • Defining opportunities

    Define the minimum annualized savings amount and default hourly rate that Pega Workforce Intelligence uses to select and rank opportunities for further evaluation.

  • Managing data collectors

    Add, move, and edit data collectors to accurately reflect changes to your company's workforce.

  • Managing departments

    Update departments in Pega Workforce Intelligence to match your evolving hieararchy as the departments and teams that define the structure of your organization change.

  • Managing application users

    Display only relevant tabs to each application user of Pega Workforce Intelligence by assigning roles when you add analysts, business users, and administrators to the application. The default roles include Administrator, Analyst User, and Report User.

  • Managing client configuration files

    Customize the data capture settings for individual departments, such as idle time thresholds, and also show or hide prompts presented to associates, such as Off Computer Reason Codes, by managing client configuration files. These files enable to you manage configuration settings designed specifically for Pega Workforce Intelligence.

  • Masking sensitive data

    Secure and protect Personally Identifiable Information (PII) and other sensitive data by creating custom security rules to mask or remove this data. Security rules help to protect your company from exposure to identity theft and other security-related issues.

  • Mapping screens

    Help business analysts go beyond applications and websites to see the specific windows and pages that associates are using by mapping screens.

  • Managing wait time reporting

    Enable the collection of wait time data and set reporting thresholds which determine what data is included on these reports.

  • Managing workflow tags

    Identify the starting and ending screens and applications of a specific workflow by using workflow tags.

  • Implementing Single Sign-On

    Implement enhanced security and single sign-on (SSO) capabilities with the SAML 2.0 support for the Pega Workforce Intelligence web portal.

  • RuntimeConfig file settings

    The Workforce Intelligence Service Delivery team assists with any steps that involve the RuntimeConfig.xml during initial onboarding and any subsequent troubleshooting. To better understand the troubleshooting checks that they might perform, it is helpful to know that Pega Workforce Intelligence relies on specific configuration settings in the RuntimeConfig.xml file.

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