This chapter covers the following topics:
The configuration of Oracle Universal Work Queue for application work involves creating an interaction center agent and the set up of profile options.
Note: After you have defined an administrator for Oracle Universal Work Queue, that user will have all the responsibilities necessary to implement Oracle Universal Work Queue for application work.
Perform the steps in the following table. The table is comprised of four columns: Number, Required, Description, and Responsibility. The Number column indicates the step order. The Required column indicates whether a step is required. The Description column describes a high-level step and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility that is required to complete the step.
| Number | Required? | Description | Responsibility |
|---|---|---|---|
| Step 1 | Required | Create an interaction center agent. | HRMS Manager (if Oracle Human Resource Management Systems is installed) CRM Resource Manager System Administrator |
| Step 2 | Required | Configure system profile options for application work in Oracle Universal Work Queue. | System Administrator |
A profile option is a parameter that controls and affects the way an application functions. The procedure for setting up and changing profile options is the same for all Oracle Applications. The administrative user must have defined the responsibility of System Administrator.
All of the profile options that are used for application work in Oracle Universal Work Queue are fully described in Appendix B. The following profile options apply to the configuration of Universal Work Queue for application work.
Use this procedure to set system profiles for application work for Oracle Universal Work Queue.
Oracle Forms Applications
System Administrator
Review Oracle Applications Systems Administrator's Guide
Review list of the profile options for Universal Work Queue.
In the Navigator window, on the Functions tab, choose Profile > System.
The Find System Profile Values window appears. By default, the Site and Profiles with No Values boxes are selected.
Specify the level or levels at which you wish to view or set profile option values.
Typically, profile options are set for the Oracle Applications instance (also referred to as site level). Then, if necessary, the profile options are modified for a user or a set of users working under a responsibility.
If you want to view or set profile options for all users, select the Site box.
If you want to view or set profile options for users working under responsibilities owned by a specific application, select the Application box.
If you want to view or set profile options for users working under a specific responsibility, select the Responsibility box and then select a responsibility from the list of values.
If you want to view or set profile options for a specific user, select the User box and then select a user name from the list of values.
If you want to display profile options both with and without values, select the Profiles with No Values box.
In the Profile field, enter IEU% to locate all of the Oracle Universal Work Queue profiles.
Click Find.
The System Profile Values window appears.
Set the values for the profile options at one or more levels.
When a profile option is set at more than one level, the value entered at the Site level is assigned the lowest priority and is superseded by any value entered at the Application level. Any value entered at the Responsibility level will supersede Application level settings. The value assigned at the User level is given the highest priority, overriding any values entered at other levels.
Note: Oracle recommends that you set the Universal Work Queue profile options at the responsibility level.
From the File menu, choose Save.
The following table lists the Universal Work Queue profile options and corresponding values that can be defined for application work.
The configuration of Oracle Universal Work Queue for media work involves the completion of several tasks, some of which are accomplished in administrative consoles in other Oracle Applications.
Note: After you define an administrator for Oracle Universal Work Queue, the user has all the responsibilities necessary to implement Oracle Universal Work Queue for media work.
The following table presents the steps and sequence in which they need to be followed to successfully implement Oracle Universal Work Queue. The table is comprised of four columns: Number, Required, Description, and Responsibility. The Number column indicates the step order. The Required column indicates whether a step is required. The Description column describes a high-level step and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility required to complete the step.
| Number | Required? | Description | Responsibility |
|---|---|---|---|
| Step 1 | Required | Configure Oracle Universal Work Queue for application work. | System Administrator |
| Step 2 | Required | Configure system profile options for media work. | System Administrator |
| Step 3 | Required | Implement an Interaction Center Server Manager node. See: Oracle Interaction Center Server Manager Implementation Guide. |
Call Center HTML Administration |
| Step 4 | Required | Implement a single-site or multi-site interaction center. See: Oracle Interaction Center Server Manager Implementation Guide. |
Call Center HTML Administration |
| Step 5 | Optional | Implement Oracle Advanced Inbound Telephony. See: Oracle Advanced Inbound Telephony Implementation Guide. |
Call Center HTML Administration |
| Step 6 | Optional | Implement Oracle Advanced Outbound Telephony. See: Oracle Advanced Outbound Telephony Implementation Guide. |
Call Center HTML Administration |
| Step 7 | Required | Configure Oracle Universal Work Queue to launch an application screen pop for media work. Configuring a screen pop entails classifying media actions. This is accomplished from the UWQ Media Action tab. |
Call Center HTML Administration |
| Step 8 | Optional | Configure Oracle Universal Work Queue to blend inbound and outbound media work. See: Oracle Interaction Blending Implementation Guide. |
Call Center HTML Administration |
| Step 9 | Required | Integrate Oracle Universal Work Queue with Oracle Interaction Center Intelligence. See: Oracle Interaction Center Intelligence Implementation Guide. |
System Administrator |
Profile options are parameters that control and affect the way an application functions. The procedure for setting up and changing profile options is the same for all Oracle Applications. The following profile options apply to the configuration of Universal Work Queue for media work. Use this procedure to set Universal Work Queue system profile options for media work.
Note: A complete list of profile options that are used for Universal Work Queue are fully described in Appendix B.
Oracle Forms Applications
System Administrator
Review Oracle Applications Systems Administrator's Guide.
Review Oracle Interaction Center Server Manager Implementation Guide.
Review the appendix for a list of the profile options for Universal Work Queue.
In the Navigator window, on the Functions tab, choose Profile > System.
The Find System Profile Values window appears. By default, the Site and Profiles with No Values boxes are selected.
Specify the level or levels at which you wish to view or set profile option values.
Typically, profile options are set for the Oracle Applications instance (also referred to as site level). Then, if necessary, the profile options are modified for a user or a set of users working under a responsibility.
To view or set profile options for all users, select the Site box.
To view or set profile options for users working under responsibilities owned by a specific application, select the Application box.
To view or set profile options for users working under a specific responsibility, select the Responsibility box and then select a responsibility from the list of values.
To view or set profile options for a specific user, select the User box and then select a user name from the list of values.
To display profile options both with and without values, select the Profiles with No Values box.
In the Profile field, enter IEU% to locate all of the Oracle Universal Work Queue profiles.
Click Find.
The System Profile Values window appears.
Set the values for the profile options at one or more levels.
When a profile option is set at more than one level, the value entered at the Site level is assigned the lowest priority and is superseded by any value entered at the Application level. Any value entered at the Responsibility level will supersede Application level settings. The value assigned at the User level is given the highest priority, overriding any values entered at other levels.
Note: Set the Universal Work Queue profile options at the responsibility level.
From the File menu, choose Save.
The following table lists the Universal Work Queue profile options and corresponding values that can be defined for media work.
Use the UWQ Media Action tab to associate a media type (such as an inbound telephone call) with a media action (such as an Oracle Customer Care function). When an agent receives the media item through the Oracle Universal Work Queue window, the associated business application launches. This launching of the business application is also referred to as a screen pop.
Use this procedure to associate a media action with the business application provided function.
Oracle HTML Applications
Call Center HTML Administration
To launch the business application for Web callbacks by call classification, create call classifications by using Oracle Advanced Inbound Telephony.
For outbound screen pops, users must create and assign campaigns.
Select the UWQ Media Action tab.
The Media Classification Action Association page appears.
From the Media Type list, select the type of media that will trigger the media action (screen pop).
Note: A media type must be defined for each classification; this includes classifications that are set to "no" or "null".
The following is a list of the media types:
Acquired Email
Advanced Outbound Telephony
Blended
Inbound Telephony
Outbound Telephony
Web Callback
In the Classification field, type the name of the call classification that will trigger the media action (screen pop) for the media type.
Note: To indicate the default media action for a media item without an assigned classification, leave the Classification field blank.
In the Media Action field, select the business application to use when launching a media item of the specified type with the specified classification selected from a media node.
The following is a list of the application provided functions:
Collections Email function
Collections Inbound Telephony function
Collections Outbound Telephony function
Customer Care Media function
Service Requests Media function
TeleSales Email function
TeleSales Inbound Telephony function
TeleSales Outbound Telephony function
Oracle Universal Work Queue Media Diagnostics function
Note: The Service Requests Media function is reserved for future use.
To clear a row, select the Clear Row button, located to the left of the media type.
The selected row will be removed when you click Update.
To delete a media classification action association, select the Remove check box, located to the left of the media type and click Update.
The selected row or rows will be removed when you click Update.
Click Update to save your work.
The Media Classification Action Association page refreshes.
For example, to launch Oracle TeleService when an agent receives an inbound telephone call with a classification of "GoldSupport" through the Oracle Universal Work Queue window, set up the media action classification association as described in the following table..
| In the field... | Enter... |
|---|---|
| Media Type | Inbound Telephony |
| Classification | GoldSupport |
| Media Action | Customer Care Media function |
This section covers the administration and configuration of work launching rules which is accomplished from the Work Launch tab. Access to this tab requires the Universal Work Queue - Work Provider Site - Level Administration responsibility.
The following table represents a sample work launch configuration:
| Responsibility | Work Document | Task Source | Launch Action |
|---|---|---|---|
| TeleSales Agent | Sales Lead | Enabled | Oracle TeleSales |
Use the following procedures to configure and administer work launching.
Use this procedure to access and use the Work Launch tab.
Oracle HTML Applications
Universal Work Queue - Work Provider Site - Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List tab appears.
Select the Work Launch tab.
The Work Association page appears.
Use this procedure to establish the action or function to occur for the launching of work.
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List appears.
Select the Work Launch tab.
The Work Association page appears.
In the Responsibility column, assign a responsibility to the launch action. For example, TeleSales Agent. You can also perform a lookup and select the responsibility.
Enter the work item type in the Work Document column or perform a lookup for the work document type. For example, Party.
Select the Task Source box to identify whether this setting applies to work item tasks. For example, if you are configuring the leads launch action, then you would select:
responsibility: (as appropriate)
work document: Leads
task source: Check this to launch the function to apply to leads tasks.
In the Launch Action column, identify the action or function to be performed. For example, Task Manager Launch Function.
Click Update to save your settings. Use Restore to undo any modifications that you have made to the launch action settings.
A confirmation message appears, indicating successful creation of the launch action.
Use this procedure to delete a work launch action.
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List page appears.
Select the Work Launch tab.
The Work Launch Association page appears.
Click the Remove box next to the line that contains the responsibility, work document, task source, and launch action you wish to delete.
Click Update.
A confirmation message appears, indicating that the update of the launch action was successful.
The management of work providers at the site-level involves the node-by-node definition and management of node attributes from the Work Providers List tab. The Universal Work Queue - Work Provider Site-Level Administration responsibility is required to access the Work Providers List tab and for the administration of work providers. For example, in managing the Task node, you can control the presentation of information to agents through the mapping of responsibilities. You can select special instruction content and tailor the field labels for the Action panel to meet business requirements and objectives. You can also create quick filters for a work provider node and assign labels to filter columns.
The following is a list of the node attributes in which you can administer:
Work Panel Detail
Responsibility Mapping
Quick Filters
Use the following procedures to manage work providers at the site-level.
Use this procedure to access and use the Work Providers List tab.
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List tab appears which features a list media and non-media work nodes.
Note: You can sort the order for which work providers appear by selecting the Node Name column header. The list can be sorted to present the nodes in ascending or descending order.
Select a application node to administer. For example, Tasks.
Managing work provider nodes involves configuring work panel detail. Work panel detail encompasses the creation and sequencing of messages that appear in the Special Instruction panel, the actions that can be performed by work node, for a work item in the Action panel, as well as the type of information that appears in the extended area of the panel and the sequence in which it displays.
In addition to configuring the order in which information displays and defining field labels, you can also manage and control the visibility of content in the work panel through mapping responsibilities.
After you set the attributes for a work provider node, you can create quick filters which provide a quick and easy way to view work items, based on the filter parameters. Similar to the field label definition for the Action panel, you can define the labels for the quick filter columns and the sequence in which the columns appear.
Note: The IEU: Desktop: UI: Show Work Panel profile option is used to control access and visibility of the work panel. For agents to view and have access to the work panel, enable the profile option.
Messages represent the special instruction that appears in the Work Panel. You can define the sequence with which the messages appear in the list. You can also map responsibilities to messages.
Work panel messages appear in the Special Instruction panel. The default message appears when the user selects a work item. If more than one message is associated to a work item, the user may select the message type from the message selector on the Special Instruction panel.
The Messages option on the Work Providers List tab allows you to determine which users will be able to see the special instruction messages and the order in which application messages appear in the message selector.
This represents the type of extended detail (e.g., notes) that appears for the work item in the extended area of the panel. You can define the sequence in which the extended detail appears and map the applicable responsibilities for each type.
The actions that can be performed for a work item vary based on the type of work item. The administration of actions for work items allows you to specify the label text that appear for the fields in the Action panel. Field labels are administered by work item. When an agent selects a work item for processing, the text that appears for each field in the Action panel varies based on the work item and how you tailored its appearance, and the values to appear in the drop-down list (for example, Reassign Lead). You can manage action details within an action. The parameter details for an action represent the label associated to the fields in the work panel when a work item is delivered in Universal Work Queue. Similar to the work panel detail for messages and information, you can manage the visibility of actions through mapping responsibilities.
Quick filters provide a quick and easy way for agents to organize work items in the summary work panel. The filtering process allows an agent to target and prioritize the handling and processing of work items.
The administration of quick filters involves system administration configuration, site administration, and the administration of work providers on a node-by-node basis. As a part of the configuration you can enable or disable filter columns and set default values. You will need to define the IEU: Desktop: UI: Quick Filters profile option which controls the display of quick filters and accessibility.
Quick filters appear in up-to-three columns above the summary work panel in Oracle Universal Work Queue. You can create a new quick filter for a work node by copying the seeded values from one of the seeded quick filters. Once you identify the seeded quick filter to be used as the template, you will be able to specify the label and description for the new quick filter. You can further drill down to specify the number of filter columns and the label that will appear above each column.
Use the following procedures to manage work provider nodes.
You can perform the following tasks:
Use this procedure to configure messages and special instruction.
Note: The Oracle Application that owns the work item is the source from which the special instruction or message originates.
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List appears.
Select a work provider from the list. For example, Tasks.
The Work Panel Detail - Messages page appears. The Work Panel Detail – Messages page lists the order, message label, and description of the messages that are associated to the work item.
You can also specify the sort order of the columns by selecting the column header. You can sort the columns in ascending or descending order.
The Ordering column lists the order in which the messages appear in Special Instruction panel in the Work Panel. Select the list to set the order in which the message appears. You can sort in ascending or descending order. The first message is the default message that appears when an agent selects a work item. Agents will use the list in the Special Instruction panel to view other messages assigned to their responsibility.
Note: When sequencing the order of messages, you can directly access responsibility mapping by clicking on a message. The Message Responsibility Mapping page allows you to control access to the message by user responsibility. All modifications made to messages will be saved prior to the Responsibility Mapping page being launched. For additional information, see Mapping Responsibilities for Messages.
Click Update to save your settings. Use Restore to undo any changes you have made to the message.
To edit another setting, select an option from the Work Panel Detail or Responsibility Mapping submenus.
Click Done.
You will return to the Work Provider List.
The Responsibility Mapping - Messages option allows you to determine which users will see the special instruction messages. When a user accesses the Work Panel in Oracle Universal Work Queue, all messages that have been mapped to their responsibility will be available for them to view. When more than one special instruction message is made available to them, they will be able to toggle between the messages in the Special Instruction panel.
Use this procedure to map responsibilities for messages and special instruction.
Note: Access to responsibility mapping can be accomplished during the sequencing of messages, by clicking on a message in the Work Panel Detail - Messages page.
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List page appears.
Select a work provider from the list. For example, Service Requests.
The Work Panel Detail – Messages page appears by default.
Select Messages from the Responsibility Mapping submenu option on the Work Providers List tab.
The Responsibility Mapping – Messages page appears. The Responsibility Mapping – Messages page lists the Node Name field and the node for which the message applies. For example, Marketing Lists. It also lists the responsibilities that are defined for the message. The default is Any Responsibility.
In the Responsibility for field, select the message for which you want to map responsibilities.
Query the responsibility by performing a lookup and select the appropriate responsibility.
Click Add.
The responsibilities that you assign to the message will appear.
Use the Remove check box to delete a responsibility.
Click Update to save your settings.
Click Done.
You will return to the Work Provider List.
Information types are specific to work items and the detail associated to each appears in the Extended Detail area of the Work Panel, for example, notes. There may be several types of notes associated to a work item (recent lead notes or all notes for the lead). The label for the note type will appear in the list in the Extended Detail area. The extended information for the note will immediately appear below the Extended Detail area of the Work Panel. The agent can scroll through the text that has been entered for the work item.
The Information option on the Work Panel Detail submenu allows you to determine which users will see the information and the order in which they appear in the information selector.
Note: The information type (note) originates from the Oracle Application that owns the work item.
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List appears.
Select a work provider from the list. For example, My Leads (Owner).
The Work Panel Detail - Messages page appears. The Work Panel Detail – Messages page lists the order, message label, and description of the messages that are associated to the work item.
You can also specify the sort order of the columns by selecting the column header. You can sort the columns in ascending or descending order.
The Ordering column lists the order in which the messages will appear in Special Instruction panel. From the list, you can set the order in which the message appears. You can sort in ascending or descending order. The first message is the default message that appears when an agent selects a work item. Agents will use the list in the Special Instruction panel to view other messages assigned to the agent's responsibility.
Note: When sequencing the order of messages, you can directly access responsibility mapping by clicking on a message. The Message Responsibility Mapping page allows you to control access to the message by user responsibility. All modifications made to messages will be saved prior to the Responsibility Mapping page being launched.
Click Update to save your changes. Use the Restore button to abandon changes.
To edit another setting, select an option from the Work Panel Detail or Responsibility Mapping submenus.
Click Done.
You will return to the Work Provider List.
The Responsibility Mapping - Information option allows you to determine which users will have access to certain information types for the work item, for example Recent Lead Notes. When a user selects a work item, all information types that have been mapped to the agent's responsibility will appear in the list in the extended area of the panel portion of the Work Panel.
Note: Access to responsibility mapping can be accomplished during the sequencing of information, by clicking on an information type in the Work Panel Detail - Information page.
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List page appears.
Select a work provider from the list. For example, My Leads (Sales Team).
The Work Panel Detail – Messages page appears by default.
Select Information from the Responsibility Mapping submenu option on the Work Providers List tab.
The Responsibility Mapping – Information page appears which lists the Node Name field and the node for which the information applies. For example, My Leads (Sales Team). It also lists the responsibilities that are defined for the information.
The default is Any Responsibility.
In the Responsibility for field, select the information type for which you want to map responsibilities.
Query the responsibility by performing a lookup and select the appropriate responsibility.
Click Add.
The responsibilities that you assign to the information type will appear.
Use the Remove check box to delete a responsibility.
Click Update to save your settings.
Click Done.
You will return to the Work Provider List.
The Work Panel Detail - Actions page is used to configure the actions that can be performed for a work item. Actions appear in the Action Panel area of the Work Panel. Actions will vary based on the work item type, for example, an action associated to My Leads (Owner) is Transfer Lead whereas an action associated to Marketing Lists is Duplicate Record.
The Actions option on the Work Panel Detail submenu allows you to specify the order in which the actions appear.
Use this procedure to configure actions for the Work Action panel.
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List appears.
Select a work provider from the list. For example, Marketing Lists.
The Work Panel Detail - Messages page appears by default.
Select Actions from the Work Panel Detail submenu option on the Work Providers List tab.
The Work Panel Detail - Actions page appears which lists the node for which the actions apply and the following columns:
Remove
Ordering
Name
Description
Active
Note: The Work Panel Detail - Actions page also features the Create From field. This field is used to create an action from an existing action. See Creating an Action for additional information.
The Ordering column lists the order in which the actions will appear in Action Panel area of the Work Panel. Select the list to set the order in which the action appears. You can sort in ascending or descending order. The first action is the default action that appears when an agent selects a work item. Agents will use the list in the Action Panel to view and access other actions assigned to their responsibility.
Note: When sequencing the order of actions, you can directly access responsibility mapping by clicking on an action. The Responsibility Mapping - Actions page allows you to control access to the action or actions by user responsibility. All modifications made to actions will be saved prior to the Responsibility Mapping page being launched. See Mapping Responsibilities for Actions for additional information.
Use the Remove column to select the removal of a site-level administrator created work item action.
Note: Seeded actions are prefaced by an asterisk which indicate that they are unavailable for selection and removal. You will only be able to access the remove check box if the action is user-defined.
Use the Active column to specify if the action is active or inactive.
Click Update to save your settings. Use Restore to undo any changes you have made for the action.
To edit another setting, select an option from the Work Panel Detail or Responsibility Mapping submenus.
Click Done.
You will return to the Work Provider List.
You can create a new action by copying an existing action and editing the copy. The parameters associated to the existing action are copied to the new action. You will need to define the action label and the action description for the new action.
Note: Parameters are the fields that appear in the Action Panel area of the Work Panel. The parameters that appear are determined by the action selected in the Actions list.
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List page appears.
Select a work provider from the list. For example, My Leads (Owner).
The Work Panel Detail – Messages page appears.
Select Actions from the Work Panel Detail submenu option on the Work Providers List tab.
The Work Panel Detail – Actions page appears.
In the Create From field, choose the action from which you wish to copy. The following is an example of the available actions from which you can copy to create a new action:
| Node | Action |
|---|---|
| My Leads (Owner) |
|
Click Go.
The Work Panel - Action Details page appears which contains the following fields:
Node Name
Action Key
Action Label
Action Description
PL/SQL Procedure
Action Multi Select Flag
The following columns list the parameter details for the action:
Ordering
Parameter Label
Parameter Name
Data Type
Visible
Required
UI Component
In the Action Label field, enter a name for the action (e.g., Transfer Lead).
In the Action Description field, enter a description for the action (e.g., Transfer to Tier 2 Agent).
Click Done.
After creating an action, you can edit the action parameter details by setting the parameter label, description, a default value, hint and tooltip text. You can also specify whether the action is visible. Not all edits are valid for all parameters. Some Oracle Applications may prevent you from altering parameters or parameter settings.
Parameters are the field labels that appear in the Action Panel in Oracle Universal Work Queue. The field label content will vary based on the action the agent selects. For example, if the agent selects the Convert Lead to Opportunity action, the field labels that would appear are as follows:
Customer Name
Contact Name
Job Title
Phone Number
Lead Name
Lead Rank
Status
Close Reason
Budget Status
Time Frame
Accepted
Qualified
New Note
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List page appears.
Select a work provider from the list. For example, My Leads (Owner).
The Work Panel Detail – Messages page appears.
Select Actions from the Work Panel Detail submenu option on the Work Providers List tab.
The Work Panel Detail - Actions page appears.
Select an action from the Name column.
The Work Panel – Action Details page appears which contains the following fields:
Node Name
Action Key
Action Label
Action Description
PL/SQL Procedure
Action Multi Select Flag
Note: If the action is a seeded value, you will not be able to modify the Action Label and Action Description fields. You can modify these fields if the action is user-defined.
The following columns list the parameter details for the work panel action:
Ordering
Parameter Label
Parameter Name
Data Type
Visible
Required
UI Component
Select a parameter to edit from the list in the Parameter Label column. For example, Lead Name.
The Work Panel – Action Parameter Details page appears which contains the following fields:
Action Label
Procedure Name
Parameter Name
Parameter Label
Parameter Description
In the Parameter Label field, enter a name for the parameter.
In the Parameter Description field, enter a description for the parameter.
In the Parameter Properties section of the Work Panel - Actions Parameters Details page, enter the following properties:
Visible
Value Required
Keyboard Navigable
Hint Text
Tooltip Text
Default Value
In the Visible field, select whether the parameter will be visible in the Work Panel on the Oracle Universal Work Queue desktop.
In the Keyboard Navigable field, indicate if the user can navigate using the keyboard.
In the Hint Text field, enter text that will appear for the user in the Oracle Universal Work Queue desktop.
In the Tooltip Text field, enter text that will appear for the user in Oracle Universal Work Queue.
Note: The Default Value option is not applicable.
Click Update to save your settings.
Click Done.
You may only delete actions that you have created. Actions that are seeded by the Oracle Application cannot be deleted. Seeded actions are identified by an asterisk next to the check box in the Remove column on the Work Panel – Actions page. The Remove check box for the action will also be in a grayed-out state, indicating that is unavailable for selection.
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List page appears.
Select a work provider from the list.
The Work Panel Detail – Messages page appears.
Select Actions from the Work Panel Detail submenu option on the Work Providers List tab.
The Work Panel Detail – Actions page appears.
Click the Remove check box for the action you wish to delete.
Click Update.
A confirmation message appears, indicating that the action was successfully deleted.
Click Done.
The Actions option on the Responsibility Mapping submenu allows you to determine which users will have access to certain actions. When a work item is delivered, all actions mapped to an agent's responsibility will appear in the list in the Action Panel area of the Work Panel.
Use this procedure to map responsibilities for actions for the Work Action panel.
Note: Access to responsibility mapping can be accomplished during the sequencing of actions, by clicking on an action in the Work Panel Detail - Actions page.
Oracle HTML Applications
Universal Work Queue - Work Provider Site-Level Administration
None
Log in to Oracle HTML applications.
The Work Providers List page appears.
Select a work provider from the list. For example, Marketing Lists.
The Work Panel Detail – Messages page appears by default.
Select Actions from the Responsibility Mapping submenu option on the Work Providers List tab.
The Responsibility Mapping – Actions page appears. The Responsibility Mapping – Actions page lists the Node Name field and the node for which the action applies. For example, Marketing Lists. It also lists the responsibilities that are defined for an action. The default is Any Responsibility.
In the Responsibility for field, select the action for which you want to map responsibilities.
Query the responsibility by performing a lookup and select the appropriate responsibility.
Click Add.
The responsibilities that you assign to the action will appear.
Use the Remove check box to delete a responsibility.
Click Update to save your settings.
Click Done.
You will return to the Work Provider List.
The administration of quick filters involves system administration configuration, site administration, and the administration of work providers on a node-by-node basis. As a part of the configuration you can enable or disable filter columns and set default values. You will need to define the IEU: Desktop: UI: Quick Filters profile option which controls the display of quick filters and accessibility.
Note: The ability to identify default settings is dependent on the type of filter and the data source.
Login
Oracle HTML Applications
Responsibility
Universal Work Queue - Work Provider Site-Level Administration
Prerequisites
None
Use the following procedures to manage quick filters.
You can create a new quick filter for a work node by copying the seeded values from one of the seeded quick filters. After you identify the seeded quick filter to be used as the template, you will be able to specify the label and description for the new quick filter. You can further drill down to specify the number of filter columns and the label that will appear above each column.
Log in to Oracle HTML applications.
The Work Providers List tab appears.
Select a work provider from the list. For example, Tasks.
The Work Panel Detail – Messages page appears.
Select Quick Filter from the Quick Filter submenu option on the Work Providers List tab.
The Quick Filter Detail page appears.
In the Create From field, select the seeded quick filter to copy from. For example, Enterprise Tasks.
Click Go.
The Create Quick Filter page appears which contains the following fields:
Node Name
Application Name
Filter Name
Filter Label
Filter Description
Data Source Name
Data Source Title
Note: The Node Name, Application Name, Filter Name, Data Source Name, and Data Source Title fields are predefined and are unavailable for editing. The values that display in these fields are those that are derived from the seeded quick filter used to create the new filter.
In the Filter Label field, enter the label for the new quick filter. For example, Assigned Tasks.
In the Filter Description field, enter a description for the quick filter. For example, Tasks Assigned to Agent.
Click Create.
The Quick Filter Detail page refreshes and is updated to include the newly created label.
After you create a quick filter, you need to enter the details for the quick filter. The details include defining the label, description, a default value, hint and tooltip text. You can also specify whether the quick filter is visible.
Note: Not all parameters are eligible for editing. Some Oracle Applications may prevent you from altering parameters or parameter settings. Parameters are the field labels that appear in the quick filter columns. The parameters that appear varies based on the action the agent performs.
Log in to Oracle HTML applications.
The Work Providers List tab appears.
Select a work provider from the list. For example, Tasks.
The Work Panel Detail – Messages page appears by default.
Select Quick Filter from the Quick Filter submenu option on the Work Providers List tab.
The Quick Filters page appears.
Select the quick filter for which you want to enter or modify the properties.
The Quick Filter Details page appears. The page is divided into two-parts; the top section of the page presents a snapshot of the source for the detail that comprises the quick filter and the bottom section is a drill-down to the filter columns. The top section of the Quick Filter Details page is presented in a 'read-only' format while the Quick Filter Column Details section (which comprises the bottom section of the page) is available for the configuration of the filter columns. The Quick Filter Column Details section presents the sequence in which the filter column appears and the label, name, data type, and visibility indicator.
Select a filter column label to further define column properties.
The Filter Column Details page appears. Similar to the Quick Filter Details page, the Filter Column Details page is divided into two-parts; the top section of the page consists of the quick filter name, filter column name, filter column label, and description and the bottom section is the Filter Column Properties section. This section is where you will enter the properties that display above the filter column, in the tooltip, in the hint text, and whether the column is visible.
Select a filter column label from the list. For example, Scheduled Start.
The Filter Column Details page appears which contains the following fields:
Quick Filter Name
Filter Column Name
Filter Column Label
Description
Note: You will not be able to edit or modify the values in these fields as they are derived from the seeded quick filter. The Data Source Name and Title are derived from the enumerator procedure.
Filter column properties appear in the following fields:
Prompt Text
Visible
Hint Text
Tooltip Text
Default Value
In the Prompt Text field, enter the label text that will display above the quick filter column in Oracle Universal Work Queue.
In the Visible field, select whether the filter will be visible.
In the Hint Text field, enter text that will appear for the agent when they mouse over the column in Oracle Universal Work Queue.
In the Tooltip Text field, enter text that will appear for the agents when they mouse over the column in Oracle Universal Work Queue.
To set the default value based on a Query, in the Status column details, for default values enter the following query:
select 'task_status_id = 2' from dual
Click Update to save your definition.
You will return to the Work Provider List.
You may only delete 'user' created quick filters. Quick filters that are pre-seeded cannot be deleted. Seeded quick filters have an asterisk associated to them which appears to the left of the Remove column. The checkbox in the Remove column will also be unavailable for selection (grayed-out state).
Log in to Oracle HTML applications.
The Work Providers List page appears.
Select a work provider from the list.
The Work Panel Detail – Messages page appears.
Select Quick Filter from the Quick Filter submenu option on the Work Providers List tab.
The Quick Filter Details page appears.
Click the Remove check box for the quick filter you wish to delete.
Click Update.
A confirmation message appears, indicating that the quick filter was successfully deleted.
Click Done.
You will return to the Work Providers List page.
Use this procedure to map responsibilities to quick filters.
Note: You can access the responsibility mapping option at any point during the configuration of quick filters.
Log in to Oracle HTML applications.
The Work Providers List page appears.
Select a work provider from the list. For example, Tasks.
The Work Panel Detail – Messages page appears by default.
Select Quick Filter from the Responsibility Mapping submenu option on the Work Providers List tab.
Select the Responsibility Mapping - Actions option from the submenu on the Work Providers List tab. The Responsibility Mapping – Actions page appears.
The Responsibility Mapping - Quick Filter appears which lists the Node Name field and the node for which the quick filter applies. For example, Tasks.
The default is 'Any Responsibility'.
In the Responsibility for field, select the action for which you want to map responsibilities.
Query the responsibility by performing a lookup and select the appropriate responsibility.
Click Add.
The responsibilities that you assign to the action will appear.
Use the Remove check box to delete a responsibility.
Click Update to save your settings.
Click Done.
You will return to the Work Provider List.
Concurrent processes serve multiple purposes. Universal Work Queue uses concurrent processes to activate work sources and to clean up inactive session activity.
The current release of Oracle Universal Work Queue has five concurrent processes:
Synchronize and Activate Task Work Source
UWQ Work Repository Purge Process
UWQ Work Distribution Audit Log Purge Process
UWQ Notices Purge Process
UWQ Session History Crashed Session Cleanup
Ensure that concurrent programs are set to run periodically.
The UWQ Session History Crashed Session Cleanup concurrent script is used to clean up UWQ Session History crashed sessions. It should be used if the Session History is turned ON at the customer site.
It accepts the following input parameters:
Agent Login Name (Optional):
User Name of the resource for which the cleanup will be done. If left Null, the User Name functions for all the existing resources.
Application Name (Required)
UWQ, EMC and both. The default is UWQ.
Timeout Value (Required)
Value in hours. The default is 2 hours.
The UWQ Session History crashed session cleanup is done based on the following criteria.
All Open (crashed) sessions and their activities, if any having last update time greater than the user input Timeout value are ended with logical and appropriately available end time values.
Note: This runs as a part of a request set ‘Cleanup transaction tables for Interaction Center Intelligence' that calls the CCT session cleanup program before than the IEU session cleanup program to ensure the accuracy of some of the timings reported in the related ICI reports. If it's run standalone, the accuracy of the information may not be correct.
This concurrent script is used to purge old Work-Distribution Audit Log records and should be used if the UWQ Work-Distribution feature is used at the customer site and the Audit logging for the same has been turned ON.
It accepts the following input parameters.
Work Item Object Code - Primary Work Source object codes.
Creation Date
Default - before 3 months.
Validation done to check the date to be prior to 3 months.
The Audit Trail log items will be purged based on the following criteria:
All Closed/Deleted Work Item Audit log records for the specific Primary Work Source Object Code are considered for purging. This can span across to the appropriate Association Work Source code as well. For e.g. Work Items with Object code 'Task' would include Work Sources ‘Task' and 'SR Task'.
Audit log for the work items that are created before the 'Creation Date' input date would be deleted, except those work items that were reopened later than this date.
This concurrent script is used to purge the ‘deleted' UWQ Notice messages based on the user input. It should be used if UWQ Notices is turned ON at the customer site.
It accepts the following input parameters.
Last Update Date
Default - Yesterday
Validation done to check the date is prior to today.
The UWQ Notice messages will be purged based on the following criteria:
‘Deleted' status Notices on or before the specified date will be purged.
The Synchronize and Activate Task Work Source concurrent script serves two of the following purposes:
Synch up any existing Tasks data at the Customer site.
Upon successful completion, 'Activate' the 'Tasks' Work Source to be used with UWQ Distribution features (Request Work and Next Work.)
This should be used only if the customer wishes to use the UWQ Work-Distribution feature.
This concurrent script is used to purge old Work-Distribution work items and should be used only if the UWQ Work-Distribution feature is used at the customer site.
It accepts the following input parameters.
Work Source Code
Last Update Date
Default - before 6 months.
Validation done to check the date to be prior to 6 months.
The UWQ work items will be purged based on the following criteria:
All Closed/Deleted work items for the Work Source code before the ‘Last Update' date are considered for purging from the Audit log.
Work Items having dependent (parent or child) open work items will not purged.
Association work items can be purged only after the parent work items have been purged.
Synchronize and Activate Task Work Source
UWQ Work Distribution Audit Log Purge Process
UWQ Notices Purge Process
UWQ Session History Crashed Session Cleanup