This type of opportunity

Identifies

Additional information

Assisted Sign On

Applications or screens that are tagged as Logon. This shows you applications and websites agents are signing in to most frequently.

Use this type of opportunity to identify areas where a Pega Robotic Automation could be used to help associates save time by automatically starting the applications they use most often.

Your Workforce Intelligence administrator must first tag the applications or screens.

Auto Notes

Applications and/or screens that are tagged as Notes.

Use this type of opportunity to identify areas where a Pega Robotic Automation could be used to create notes more efficiently.

Your Workforce Intelligence administrator must first tag the applications or screens.

The system considers more than 40 key presses to be an opportunity, but your administrator can change this default.

Bounded Workflow

There are the following types of workflows:

• Unequal Workflow - This identifies the applications or screens that were used after the associate left a specified application or screen and before the associate went to a different specified application or screen.

• Equal Workflow - Similar to Central Application Exit opportunities, this opportunity identifies applications or screens that were used after the associate left an application or screen and before the associate returned to the same application or screen.

For either type of workflow, you can base the opportunity on the following scenarios:

• A list of applications or screens. If the associate visits any application or screen that is on the list, an opportunity is triggered, just like the Central Application Exit opportunities.

• A sequence of applications or screens. If the associate visits these applications or screens in the order they are listed, then an opportunity is triggered.

Note: The rules outlined for Central Application Exit also apply to this opportunity.

Your Workforce Intelligence administrator works with the Workforce Intelligence support team to tag the applications or screens as unequal or equal bounded workflows.

Central Application Exit

Applications or screens used after leaving a central application or screen and before returning to the central application or screen. Keep in mind the following rules:

• If a different central application or screen is seen before the first central application or screen, it is not considered a Central Application Exit opportunity.

• The sequence must occur at least twice before the system captures it as an opportunity.

• The system only captures the applications or screens when a mouse click or key press occurred.

• Idle time is not considered part of the sequence.

• The system considers the opportunities to be identical, regardless of the order in which the application or screens appear between the Central Application exit and re-entry, as long as they are the same set of applications and screens.

• Idle time is not considered part of the sequence but is considered as part of the time savings.

Use this information to determine what processes and information should be brought into the central application or to create a Pega Robotic Automation so associates do not have to leave the central application.

Your Workforce Intelligence administrator must first tag the applications or screens.

You must open one or more applications or screens between leaving and coming back.

Custom Excessive

Identifies when tagged applications or screens have exceeded a threshold. You can base this threshold on exceeding a period of time or a number of occurrences.

Your Workforce Intelligence administrator works with the Workforce Intelligence support team to tag the applications or screens and set up the thresholds for this opportunity.

Cut/Copy/Paste

When there is a cut or copy followed by a paste. Keep in mind the following information:

• Once content is cut or copied, it must be pasted within 72 seconds to be considered an opportunity.

• The copy event and the paste event must occur in the same session.

• A Cut/Copy/Paste operation on the same screen is not considered to be an opportunity.

• A Cut/Copy/Paste operation where a single copy pasted into two different screens is considered to be two opportunities.

• The time savings equals the interval between leaving the screen on which the copy was performed and then leaving the screen the paste was performed.

Use this type of opportunity to identify areas where a Pega Robotic Automation could more efficiently and accurately handle this kind of transfer of information.

Cut/Copy/Paste operations are only recognized when performed using the keyboard, such as by pressing Ctrl+C.

Error Message

Applications and/or screens that are tagged as Error.

Use this opportunity to help identify how errors affect associate's productivity and to monitor frequency at which errors occur for an application or website.

Your Workforce Intelligence administrator must first tag the applications or screens.

Excessive Instant Message

Applications and/or screens that are tagged as IM and which are used for more than one hour.

Note: The system counts the number of times that application or screen appeared, not the number of times it went over an hour.

Use this type of opportunity to identify coaching opportunities and to make sure associates are using instant messaging applications appropriately.

Your Workforce Intelligence administrator must first tag the applications or screens.

The system considers more than one hour of instant message use in a shift to be an opportunity. The opportunity savings is calculated as the time accumulated in excess of the initial hour.

Your Workforce Intelligence administrator can change the one hour default setting.

Excessive Knowledge Base

Applications and/or screens that are tagged as Knowledge_Base and which are used for more than one hour.

Note: The system counts the number of times that application or screen appeared, not the number of times it went over an hour.

Use this type of opportunity to identify topics about which additional training or information resources are needed.

Your Workforce Intelligence administrator must first tag the applications or screens.

The system considers more than one hour of knowledge base use in a shift to be an opportunity. The opportunity savings is calculated as the time accumulated in excess of the initial hour.

Your Workforce Intelligence administrator can change the one hour default setting.

Idle

Identifies which associates accumulate the most idle time. The system also tells you whether that idle time was true idle time or if the associate was away from the computer for an extended period of time, perhaps doing off-computer work.

The system tracks actual idle time.

The system does not factor in the off-computer reason codes an associate selects when returning to the computer because those codes reflect time spent in other categories.

Legacy

Indicates how much time associates are spending in applications that you are replacing or considering replacing. This information can help you decide when to sunset legacy applications. It can also help you monitor the transition to the replacement application.

Your Workforce Intelligence administrator assigns this type to the applications your organization is monitoring.

Production Goal Differential

When expected production goals are not met by highlighting when an agent is no longer working in a production application.

Use this type of opportunity to identify coaching opportunities and to make sure associates are working in the correct applications.

Your Workforce Intelligence administrator sets the production goal. This is a part of the hierarchy setup.

Wait Time

Applications that take a long time to become useable or web pages that take a long time to load, based on thresholds you set up. For more information, see Understanding Wait Time.

Use this opportunity to help identify the applications your associates have to wait on while trying to complete work. Use this information to quantify the issue when discussing the performance problems with IT or when opening a trouble ticket.

Your Workforce Intelligence administrator sets up Wait Time thresholds.