This chapter describes the features and architecture of Oracle Universal Work Queue. It also describes the concepts required to understand the implementation and administration tasks. The concepts also appear in the product online help.
This chapter covers the following topics:
Universal Work Queue is a flexible work presentation and access tool that provides centralized view and access to work. An agent can view, request, receive, access and organize work, which enables efficiency and productivity.
Universal Work Queue integrates work from different works sources (application and media) and supports different work methods. It addresses work requirements for multi-skilled agents and agents for whom work is queued. For example, multi-skilled agents handle work that is distributed across many different work item types and across business applications while other agents only handle and act on work that is delivered to them.
Work that originates from a business application, for example, Oracle TeleSales or Oracle TeleService is considered an application work item. Business applications are process centric and provide work management tools necessary to complete the work. Some application work items (i.e., tasks) exist only in the context of the other application objects (e.g., service request task is created to track tasks that are associated with the resolution of the service request).
For multi-skilled agents – those whose job entails many different functions such as combined sales and support -- work is distributed across many different work item types that cross different application products. This makes work difficult to manage and track. The application work management component creates silos that “hides” work from agents.
Work comes in many forms. As a work access tool, UWQ supports different sources of work. There is application work generated internally by organization requirements, externally by customers using self-help channels and through the Interaction Center through phone, e-mail and web collaboration requests.
UWQ integrates media channels that bring external work in the form of customer interactions into the eBusiness suite. These media channels are external work sources and queues that present special real-time and media control requirements such as inbound telephone queues and e-mail.
Application work is work created or completed through self-help channels (such as web sites), field organizations, events and store fronts, and completing media channel work.
Business applications are designed to address users' target work methods (e.g., OTS supports telesales agent process which tend to be driven off of queues and targeted to meet service levels). Sales Online is targeted at the self-directed field agent who manages territories and accounts on a my personal basis.
As the single point of work access, UWQ must support different work methods driven by organization business rules, application processes and the different roles agents may play. UWQ supports the full range of eBusiness work methods that lie between the two extremes of “heads down worker” who is directed to queued work executed in priority order and the self-directed agent who manages, organizes and prioritizes his own work and work day.
In its simplest utilization, it provides a view and access to all work items and gives agents work organization tools such as seeded nodes that segment by work item type and work item attributes, as well as sorting and filtering so that agents may narrow their focus and set work priorities. In this sense It provides a stable, persistent page agents can use to launch work into an application and return to for the next work item.
To reduce the navigation effort and time necessary to complete simple work processes, UWQ supports Quick Actions which allow agents to perform minor updates such as setting work status or reassigning work on one or several selected work items. This provides additional details to help the agent make a better informed decision and focus on progressing through a set of work and still allows them to open some work items into the application to execute more complex efforts.
UWQ now supports work distribution. This addresses the problem of how to queue and distribute unassigned work items in priority order to the next available qualified agent. Push distribution, which assigns work items to agents based on territory or other criteria cannot fairly distribute work load across enterprise agents. Manual distribution is too cumbersome and expensive and automated distribution is often inefficient in the delicate balance of work complexity, value, and other intangible considerations. Queued work distribution fairly disseminates work. (Over the long term of days, weeks or months.)
Features include:
Centralized agent workplace
Queued work distribution and delivery
Work repository
Plug-in Support for icWork Controller
Flexible media screen pop configuration and support
Flexible application work item, launch configuration and support
Application and Interaction Integration
Session Information
Administration, Configuration, and Diagnostics
Through integration with Oracle Interaction Blending, agents are moved between media queues based on service levels for the interaction center.
Universal Work Queue is a framework for accessing, organizing and acting upon different types of work generated in an interaction center. UWQ supports two types of work: media and application. Work that originates from an Oracle Application, such as a service request or task is called an application or non-media work item. Work that originates from a customer contact channel, such as a telephone call is called a media work item. In addition to the types of work UWQ supports, it also supports different work methods including: queued media access, queued work access, browse and select, alerts and distribution of work.
Concept topics include:
The Agent Workplace is the desktop user interface for Universal Work Queue and serves as the central portal for agent work access. It is a Forms application and displays media and application work nodes and summary items, launches work into the appropriate application form, and provides work access controls. From it, you can browse through work sources, organize work summaries, select and open work items, or view work item details and execute quick actions upon selected work items.
You can use work access controls to request queued work or media contacts and to open selected work items. Features include: UWQ cascade and tree navigation of nodes, work selection, the work panel for quick actions and quick filters to organize work.
The agent workplace is divided functionally into five major regions: Configuration and Work Access Controls, Work Selector, Quick Filters, Work Summary Panel, and the Work Panel.
The Workplace provides special menu options and toolbar icons that allow you to configure the workplace and control work items selected within the Workplace.
Using profile options, your site administrator, your supervisor or you may determine which work item types and customer channel sources are always available. From within the Workplace you may also change the work selector style (either as a tree along the left side of the Workplace or as a cascading menu at the top). From the tree work selector you may:
show or hide node counts
show, hide or set the display order of work nodes
refresh individual nodes or subnodes
Work Access Controls allow you to request work from a selected customer channel or open a selected work item. You may also request, reschedule or complete work. There are work access controls that quickly clear or reset quick filters, to refresh work information, and to reset the current application and customer channel interaction state.
The work selector in the agent workplace presents you with an overview of your workload. Work is organized into nodes (work providers) by work type (for example, Tasks, Leads, or Service Requests or customer channel, such as inbound call, outbound campaigns, or email). Some nodes comprise more specific work item types such as types such as “My Leads” or “My Teams Leads”. Most nodes are further segmented into sub-nodes by attributes, such as application work type status, age or ownership. Some nodes have several sub-node segmentation tiers.
The tree work type selector displays along the left side of the workplace. It provides a quick overview of workload and its organization. The tree selector also enables you to turn counts on and off and to control the display and order of nodes.
The cascading work type selector displays as a drop down menu at the top left of the workplace, just below the menus and toolbars. It is more compact and affords a greater display area for the work summary panel. While it does not provide a complete hierarchy of all work items, it is more compact and somewhat easier to navigate.
Note: Certain functions cannot be performed from the cascade work type selector. They include: count refresh, hide counts, display or hide nodes, and change node order.
Your administrator may set the default (startup) display for the Work Selector. During your session you may use the Switch Display control to toggle the work selector display (tree or cascading).
Quick Filters allow you to further refine and narrow the focus of work items displayed in the Work Summary Panel beyond the seeded work node segmentations. Not all application work item types support quick filters, and your administrator must configure your responsibility and nodes to activate quick filters.
When present, quick filter controls display across the top of the workplace, just below the menu and toolbars and to the right of the cascading work selector. Use the drop down filter control to set the attribute filter values, then press the Quick Filter apply button at the far right of the quick filter area. Once applied, Quick Filters remain in effect for the duration of the current session or until you change them; Quick Filters revert to the default setting at the start of each session.
Administrators may set a default Quick Filter value for each quick filter attribute. Use the “Default Filter” control or Tools->Default Filter to revert to the node's default Quick Filters. Use the “Clear Filter” toolbar icon of the Tools->Clear Filter to remove the current node's filters and view all work items unfiltered.
Note: Use Node Counts. Node counts always show the current qualified work items for a given node regardless of applied filters. It is possible to set filter criteria the exclude all current work items. In the course of your work, you may close all of the qualified work that meets the current filter criteria.
The Work Summary Panel lists summary information for work items. It allows an agent to view, organize, and sort qualified (open work for you or your groups). Not all work is immediately actionable. Some work is in a sleep state.work. It presents qualified work items in row format. Key work item information, for example, type, status, and displays in column format. The work summary panel is always present and will contain work item summary information when a node is selected and the node contains data. Each node presents different information within the work summary panel because of different work types and different node purposes. The information that appears for tasks will be different from that which appears for service requests. The same is true for group nodes versus individual nodes and owner versus assignee nodes. The use of quick filters may further refine and narrow the focus of work items that appear in the work summary panel beyond the seeded work node segmentations. Not all application work item types support quick filters.
The key functions of the work summary panel are:
ability to review work items
select work
organize work
view and act on one or more work items (when Work Panel is present)
From the work summary panel, an agent can:
configure the display of information in the nodes
hide or display information columns
change column order
apply filters
save the display attributes across work sessions
perform ad hoc changes to display attributes
perform a quick sort on a single attribute
toggle between ascending or descending sort order
perform an ordered sort of one, two, or three columns simultaneously
save individual or multi-attribute sort orders
select a work item and open the item using the Get Work access control or by double-clicking the work item
perform a search of work items in the work summary panel
refresh the work summary panel
Note: Each attribute may be independently sorted in ascending or descending order.
Note: Saved settings last between session until you either change, save, or clear the new or customized settings.
Note: Not all application work item types support quick filters. Your administrator must configure your responsibility and the nodes to activate the quick filter functionality.
The Work Panel allows you to perform quick actions on selected work items. It presents additional information in the form of special instructions, extended information, and detailed information about the work item selected in the Work Summary Panel.
The Work Panel is divided into three areas:
Special Instruction Area - Displays special instructions based on work item attributes such as "customer is in collections." The objective is to present additional information to help you better understand the work item and if and how you should act upon it.
Extended Information Area - Displays additional information gathered from other sources and linked together. This provides access to large amounts of information such as notes.
Action Area - Allows users to select and execute actions on selected work items. It presents additional details and allows users to enter or change parameter values. The actions listed vary depending on the work item, the node configuration and the number of work items selected. The details and parameters vary depending upon the selected action, the node configuration and the number of work items selected.
Each display element in the work panel is configured independently, based on responsibility.
When present, the Work Panel appears in the lower-half of the Agent Workplace (beneath the tree work selector and the Work Summary Panel).
Not all nodes provide work panel actions; some application work item types do not include work panel information and actions the work panel and your administrator may configure nodes to access the Work Panel.
The icWork Controller is an independent window that provides a quick and easy way to control media items and monitor and control work state.
The icWork Controller consists of three parts:
An icon toolbar and menu options allow you to control the controller display, your media and queued work requests and break status.
Plug-in controllers that allow you to control real time services such as the softphone and the Notice control. These are tabbed inserts that take up most of the icWork Controller.
Media access and work status timers at the bottom of icWork Controller.
The icWork Controller has two displays sizes if tabbed plug-ins are present: full size allows you to view and access all plug-in controller features and collapsed which minimizes the icWork Controller to show only the toolbar, menu and media access and work status information. If no plug-ins are present, the icWork Controller will display collapsed.
The features of the icWork Controller depend upon your configuration and current working status. The following is a list of the features and the configurations and work status that active them:
The softphone is a plug-in tab that is present if you are configured for any telephony services, inbound, outbound or web callback. The softphone may not be usable if it cannot connect with UWQ Server, the OTM Server, or some of the supporting telephony services.
The notice controller is a plug-in tab that is present if you are configured to receive notices. Use the notice controller to read and manager your notices.
You may control your session status and outstanding work requests using toolbar icons and accessible Action menu options on the icWork Controller.
There are four types of work access controls:
Call control icons and Action menu options. Call control icons are present if you are configured for inbound, outbound or web callback queues. You must initiate a call request by selecting a media source and classification and executing “Get Work” from the agent workplace to enable the controls on the icWork Controller.
Queued Work Access icon and Action menu option. If you are configured for queued work Distribution and Delivery the “Next Work” icon and Action menu option are available.
Break Control Icon and Action menu option. If you are configured for Session History tracking, then the icWork Controller activates its Break Request toolbar icon and Action menu option. There is an additional break change reason icon present in the status information area if you are on a break. The change break reason icon is enabled in the lower right hand corner of the icWork Controller.
icWork Controller Sizing Control. This toolbar icon and Action menu option allow you to collapse and expand the icWork controller if there are plug-ins present.
The icWork Controller shows your current media source and working status and time at the bottom of the controller.
The softphone allows users to view call information and to control the call. Use the Phone tab to:
Initiate (dial) a call.
Place an active call on hold.
Retrieve a call from hold.
Hang-up an active call.
Transfer a call to another agent.
Conference another agent into an existing call.
View call information such as call classification or campaign, customer information or IVR activities.
View call state, for example, which line is ringing on hold.
The notice control is a plug-in tab to the icWork Controller that allows you to read and manage one notice at a time. As you receive notices, the UWQ Notice schema retains all open notices. They are available in the notice controller as a set (or list) in the order you received them from most recent to oldest. The Notice control allows you to act upon and filter notices.
Using the notice controller you may:
Read the current notice.
Launch or open a related work item if the notice includes special work item information. Not all notices are related to a specific work item or include the special work item information.
Navigate through your notices, step forward or backward and jump to the oldest or newest notice.
Filter notices by age. A special filter allows you to view only new notices.
Acknowledge notices. Once you have read a notice, acknowledge it so it does not appear with the new notices filter.
Close a notice, once you have completed its task, so that it no longer appears in any of your notice lists.
Check for new notices or refresh you notice list to apply a new filter.
The Notice controller supports two refresh strategies. Automatic refresh checks for new notices at regular intervals configured through profile options by your administrator. Manual refresh requires you to check for new Notices using the Refresh button on the Notice Controller. You may always use Refresh to check for new Notices, to refresh the current filter list after acknowledging or clearing notices or to apply a new filter.
A screen pop presents a fully populated application form or search screen based on media (call) information. Because the screen pop and phone call arrive nearly simultaneously you can begin helping the customer almost immediately. Universal Work Queue works with the application and customer channel to effect the screen pop. If you do not receive the screen pop immediately, use the softphone call information to start your conversation with the customer.
When you receive an interaction from a customer channel, Universal Work Queue launches the appropriate application form and delivers the media information (call information) to the application. The application populates the form with customer or work information or both.
Interaction Blending integrates work from different customer channels, based on defined service level rules (e.g., length of time a customer waits on an inbound call) and the number of agents available to handle the interaction. When Oracle Interaction Blending is enabled, a blending work source appears in the work selector. Each time you request a blending work item, blending considers your skills and where they are most required.
Through Universal Work Queue, Interaction Blending supports both inbound and outbound telephony and may blend across inbound classifications. Once blending assigns you to a work source it tries to continue giving you work from that source; however, if you are needed on another work source, blending will move you. For example, if a flood of inbound calls arrives around lunchtime, you may move from an outbound campaign to an inbound classification to help out; later blending may move you back to the outbound campaign.
For Universal Work Queue to provide up-to-date work information, including counts for all work and channel types, it must refresh its counts and other information from the work source.
The following table describes the refresh methods.
| Refresh Method | Description |
|---|---|
| Work Selector (Tree View) | Refreshes both the counts and contents for an active work node. |
| Node and Sub-Node Refresh | This refresh method allows you to manually update any work source node and sub-node counts and contents from the work selector tree. |
| Work Summary Panel Refresh | This method allows you to manually update and refresh contents by right-clicking in the work summary panel or by applying a filter. |
Note: You cannot perform node or sub-node updates from the cascading work selector. You may or may not be enabled to refresh nodes and sub-nodes through the work selector tree depending on how you are configured.
The following are the refresh styles for Universal Work Queue.
| Refresh Style | Description |
|---|---|
| Automatic Refresh | A full refresh is performed when you request the next work item. Most users do not need refresh updates so frequently and it can detract from their work flow. Therefore this setting is not recommended. |
| Refresh on Login | UWQ only performs a refresh on startup to get counts for all work nodes. You must use manual refresh for updates during the rest of your session. |
| Manual Refresh | You must manually request a refresh when you need to obtain the current counts. |
Note: Typically users need to refresh at the start of their session, when they return from break, after a rush of work (for example after a number assignment notices), or after an hour or two of continuous work. Therefore, most users are configured for refresh on login or manual refresh.
The work repository is a central schema for all work items that are generated by an Oracle E-Business subscribing applications (such as Service Requests and Tasks). It is a core component of the queued work distribution. It facilitates the enforcement and achievement of service level goals by delivering work items to the appropriate agent, in priority order.
For work items to be maintained within the repository, the business application must subscribe to the framework component. The business application owns the work item within their schema (service request or task) and is responsible for the creation, updating and deletion of work items. For example, when you open a service request, all of the inherent information associated with the service request (history, activity, etc.) is maintained within the schema for the work item. The business application maintains the work reference within the repository. Universal Work Queue provides global prioritization capability that the business applications use to translate the internal work item priority to a standard Universal Work Queue global priority, which is applied across all work items types.
The work repository provides a single source for work access, management and distribution. This allows quick and easy access to information as well as facilitating the application of complex distribution rules across different work types. For example, a task created from a service request is representative of an inherent work item. The service request represents the parent entity while the service request task represents the child entity. The service request task is inherently linked to the service request. In the example provided, the quick access benefit of the work repository ensures that the service request task will not be distributed before the service request. It also allows for applying a priorities-based order, common to all work for an agent or group, even work of different types. Because the repository maintains work distribution, it enforces accountability (See Queued Work Access).
A work source identifies a unique work item type and its work distribution rules, delivery mechanism, and may establish work relationships. There are two types of work sources, primary and association work sources. Primary work sources are based on a work item type, such as a service request. The association work sources are based on work relationships. the association of the work source ensures that the service request task is distributed with the same rules as service requests with the addition of the parent-child distribution rules, such as closing service requests tasks before or at the same time as the service request.
Note: In this release of Universal Work Queue, association work sources only apply to tasks with a primary work source, i.e., a service request task.
There are three work sources in this release of Universal Work Queue.
Tasks
Service Requests
Service Requests Tasks
A work item is a commonly referred to as a business transaction that involves a user or a resource of a particular type in the organization having a specific role or responsibility and the relationship with some form of work that may or may not involve a customer interaction depending upon the nature of the work being front office or back office. For example, task, service requests, service requests tasks.
Universal Work Queue can present all of your work. However, if you are not properly configured you may miss seeing some work. Work assignment explains how and why Universal Work Queue presents work items.
Work is organized into seeded nodes by work type. In order to see an assigned work item, your supervisor or administrator must configure you to access the work node. Customer channels are special work sources that queue and deliver work when you request it. Application work items are assigned to you or a group through a number of means:
automatically through Assignment Manager and territories
manually when another user assigns a work item
automatically as the creator of the work item
distributed on request from a queue
Work may either be assigned to you or owned by you. Assignment means you are responsible for completing the task, ownership means you are responsible for managing the task and making sure it is completed. Only tasks may be assigned and tasks may also be owned. All other work items, such as service requests, leads and opportunities are owned.
Work may either be assigned to or owned directly by you, so you are personally responsible for it. Work may also be assigned to or owned by a group to which you belong. Universal Work Queue provides a full view of all work, whether owned or assigned directly to you or to a group.
Work delivery is the process of launching work so that it can it can be acted upon.
Queued work access assembles a set of work items you qualify for based on your group memberships and assigned Work Sources.
Work within the queue is ordered by work item priority and scheduled date. You access work by requesting it from the queue. There are two queue access methods:
Queued Deliver and Distribute: This delivers the next work item you qualify for in priority and schedule order by launching the appropriate application. If the highest priority work item has not been distributed, it is distributed to you before delivery. Otherwise you are receive a previously distributed work item. If you have privileges, you may configure the Work Sources included in your distribution and delivery request.
Queued Distribution Only: Queued work distribution assigns (distributes) an administrator configured amount of work upon request. When working in queued distribution mode, you request work from the queue. After the work is distributed, you manage it through the agent workplace nodes. This allows work to be distributed to agents upon request in priority order while allowing you to manage your assigned work priorities.
Your administrator may configure you for one, both or none of these queue access methods.
You may control access to the queue by configuring the Work Sources included in (or excluded from) a work request if your administrator grants you this privilege.
Queued work access and distribution replaces the 'pooled' worklist functionality of prior releases. Queued work provides the same prioritization and delivery advantages and adds accountability through work distribution and the flexibility to request work without immediately opening it into an application.
Launching refers to the opening an application form and populating it with the selected or delivered work item.
Note: A work item may also pertain to a customer TCA record (Party).
The launch strategy associates the proper work item with the proper application based on work item type or classification and agent skills and responsibilities.
Launching occurs when:
an agent opens an application work item (Get Work) in browse and select mode
queued work delivers a work item
agents launch a work item from the Notice Control
when agents receive or answer an inbound call; this is called a "media screen pop."
Media screen pop configuration associates a launch rule with an application form through a launch function. Responsibility has been added to the existing launch rule.
Launch rules may be configured with a hierarchy of default values. This provides the flexibility to apply the most common actions and create default behaviors on anticipated situations and specialized application pops for special handling. By configuring a default application as a "fail-safe" agents will always receive a screen pop and be able to work within an application, even if the call was mis-classified or delivered by mistake.
The key benefit to adding responsibility to media action association is the ability to handle inter-group transfers and misdirected calls. (for example, the customer press ‘0' and exits out of the IVR). Previously, media actions were mapped at site level. So, if an inbound gold customer calls, the TeleSales agent will launch the eBusiness Center and the TeleService agent will launch the Contact Center. Because of the addition of responsibility mapping, the agent can be mapped to the contact center while the TeleSales agent can continue to receive their calls in the E-Business Center. The new default feature is easy to administer. You can set the TeleService agent to receive all customer party calls and classification in the contact center (even if they are a sales call context) and target specific service requests to launch in to the service request form.
This section provides you with information and shortcuts for navigating within Universal Work Queue.
In addition to being able to use the mouse to access and select work nodes and work items, you can accomplish the same tasks through the use of the keyboard.
Shortcut keys provide another means of navigating within the Universal Work Queue user-interface. See Menu Bar and Toolbar, Tools - Keyboard Shortcuts, Actions - Keyboard Shorts, and icWork Controller Keyboard Shortcuts for additional information. When using either the Tab key or Arrow keys to navigate within the interface, fields in which the information is predefined and available for selection only are denoted by a perforated line above and below the field. A blinking cursor appears in fields in which you are able to enter text.
The following table presents keyboard shortcuts for navigating in the Universal Work Queue user-interface.
| Function | Shortcut Key |
|---|---|
| Activate keyboard operation and selection mode |
|
| Activate keyboard operation and selection mode | Alt |
| Navigate between menu bar options |
|
| Exit from a keyboard option | Esc |
| Exit from a keyboard operation mode | Esc |
| Navigate between fields in the interface | Tab |
| Navigate between fields in the interface |
|
The menu bar and toolbar provide several ways for you to quickly access features and navigate within the Universal Work Queue user-interface. You can perform the following:
switch responsibility
clear the current quick filter setting
reset quick filter settings to the default setting
refresh all work
reset an interaction
toggle the Universal Work Queue display between cascade and Hgrid view respectively
get work
stop media work
The following table features keyboard shortcuts for functions available from the Actions option on the menu bar in the icWork Controller.
| Function | Shortcut Key |
|---|---|
| Refresh All Work | Shift + R |
| Reset Interaction | Shift + S |
| Web Availability | Shift + W |
| Clear Filter | Shift + F |
| Default Filter | Shift + D |
| Switch Display to Cascade | Shift + C |
| Switch Display to Hgrid | Shift + H |
The following table features keyboard shortcuts for functions available from the Actions option on the menu bar in Universal Work Queue. If media is enabled, media handling actions can be performed from the icWork Controller, including the ability to access action options through the use of keyboard shortcuts.
| Function | Shortcut Key |
|---|---|
| Get Work | Shift + G |
| Stop Media | Shift + S |
The following table features keyboard shortcuts for functions available from the Actions option on the menu bar in the icWork Controller.
| Function | Shortcut Key |
|---|---|
| Next Work | Shift + N |
| Next Media | Shift + T |
| Stop Media | Shift + M |
| Break | Shift + K |
| Collapse | Shift + L |
If you are enabled for media work, then the Phone Extension window may appear when you start Universal Work Queue. If the Phone Extension window appears, enter your assigned telephone extension and number for the teleset then click OK.
Note: If the Phone Extension window appears and you do not know the teleset number, contact your supervisor.
Note: The Phone Extension window will not appear if your user profile has been configured with the teleset number.
Work distribution is the process of disseminating work to agents. The distribution of work items can be done using different distribution methods, for example, manual distribution through an Oracle E-Business application or through the Assignment Manager and Scheduler.
Work distribution assigns work to a single agent who is responsible for completing a task. Work, when first created, is undistributed. There are basically two, distinct distribution models; push and pull. The push model, identifies a qualified agent and assigns the work item to them. In the pull model, an agent either selects or request work from a set of qualified work candidates. An example of the push model is the Assignment Manager, which may be automated through workflows to identify a qualified agent or used manually by a supervisor or co-worker to identify and assign work to an agent. Examples of the pull model include group nodes where an agent may find and select a pooled work item and work queues that distribute work to a requesting and available agent. The queue adds order, necessary to enforce service level rules.
There are two queued work access methods:
Direct delivery in priority and schedule order, "Next Work"
Request work
For example, an agent commences work and requests the first priority work item from their queue and works in a continuous fashion, requesting work items from the queue until they take a break or end the work session.
The request work method distributes one or more work items to an agent who then accesses them through work node in Universal Work Queue. This method facilitates the distribution of work to self-directed agents who independently prioritize work assigned to them.
Unlike media channels, which require an associated launch function -- all application work items have a native launch behavior. For example, service requests open into the Service Request form. The work launch feature and functionality allows you to override that default behavior to apply your own work launch application criteria. It is based on the same approach as the media action association. A separate launch association mapping is necessary because application work items use different information for launching work. Within Universal Work Queue, the configuration of application and media work is segregated but the same, basic launch strategies apply to each work type.
define/specify a launch rule for the application; the rule consists of
work item type
responsibility
task child
specify/apply launch function
The seeded launch functions are:
Task launch function
TeleSales launch function
Work relationship rules (parent-child work item relationship)
The work launch association is optional, you can just accept the default work item launch strategy.
The following lists order in which work launch rules are applied:
Is there a work launch rule applied? If yes and the agent's responsibility has appropriate privileges agent will open the work item in the associated form
If there is no launch rule applied or the agent does not have responsibility for the associated form, then UWQ attempts to open the work item with the default work item launch strategy. (The agent responsibility must have privileges on the default application form.)
FOR TASKS ONLY, UWQ will attempt to launch the task using Task Manager if the launch rule task flag is checked and the agent responsibility is configured to open the Task Manager.
If the agent responsibility cannot open the default application form (or Task Manager) then the agent will receive an error message. If this occurs you ma either: 1) correct agent's responsibility or 2) add launch association or determine why the agent was wrongfully assigned the work item.