Queued work distribution fairly disseminates work.
Work queue manual#
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. Push distribution, which assigns work items to agents based on territory or other criteria cannot fairly distribute work load across enterprise agents.
Work queue how to#
This addresses the problem of how to queue and distribute unassigned work items in priority order to the next available qualified agent. 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. 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. 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. 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.
Work queue full#
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.
![work queue work queue](https://healthicity.zendesk.com/hc/article_attachments/360023738692/My_Work_Queue_-_Image_2.png)
Sales Online is targeted at the self-directed field agent who manages territories and accounts on a my personal basis.Īs 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. Support for Different Forms of Work Methodsīusiness 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). 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.Īpplication 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. UWQ integrates media channels that bring external work in the form of customer interactions into the eBusiness suite. 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. As a work access tool, UWQ supports different sources of work. Ability to Access Different Forms of Work from Different Sources The application work management component creates silos that “hides” work from agents. This makes work difficult to manage and track. 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).įor 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. Business applications are process centric and provide work management tools necessary to complete the work. Work that originates from a business application, for example, Oracle TeleSales or Oracle TeleService is considered an application work item.
![work queue work queue](https://pegaks.com/wp-content/uploads/2020/05/attachment-category-pega-8-2048x743.png)
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. It addresses work requirements for multi-skilled agents and agents for whom work is queued. Universal Work Queue integrates work from different works sources (application and media) and supports different work methods. An agent can view, request, receive, access and organize work, which enables efficiency and productivity. Universal Work Queue is a flexible work presentation and access tool that provides centralized view and access to work. This chapter covers the following topics:
![work queue work queue](http://i.ytimg.com/vi/ZJkhVnW8TaE/maxresdefault.jpg)
The concepts also appear in the product online help. It also describes the concepts required to understand the implementation and administration tasks. This chapter describes the features and architecture of Oracle Universal Work Queue.