Configuring a Manual Process (Desktop Work Tracker)

Manual processes are an integral feature of Desktop Work Tracker and are designed to allow you to manually insert processes into the system from your desktop.

This section describes how to set up and configure a manual process. You will not need to define any tasks for manual processes, since the tasks are created in the background and defined automatically.

To configure a manual process for monitoring in Real-Time Designer:

1.

Click the Business Logic module tab.

2.

In the Processes tree, select Manual Processes and then click . or

Right click Manual Processes and select Add > New Manual Process from the popup menu:

A new manual process is added to the tree.

3.

Rename the process.

4.

Define the properties of the process:

a.

Define the Queue Tag value. The Queue Tag provides a means to categorize the process. For example, because handling emails is a generic activity, you may want to categorize the emails being handled by type, such as claims-related emails, request-related emails and so on. In a WFM environment, different types of emails are automatically handled separately. In order to provide information to the WFM system in the most usable form, you also want to categorize emails by type, so that email handling time for different email types can be counted separately. Using queue tags can help differentiate between the various contexts of the usage of a process.

b.

For our scenario, select Business Entities > Message Orientation in the drop-down list.

The Message orientation value means that the email type can be determined directly from the email itself. In effect, this selection extracts the prefix of the email address in the To field of an email, up to the @ sign in the address. The extracted prefix is then used to tag (categorize) emails by type, so that email handling time for different email types can be counted separately.

c.

Define the Timeout after value by checking its checkbox and then assigning a numeric value in the adjacent box. This field enables you to specify a timeout value, in seconds, that once reached, terminates the process. This field is optional and is useful if the standard stop trigger does not occur or is never reached. If this option is not checked and there is no value assigned to it, the default Timeout value will be according to the Real-Time Designer Settings (3600 seconds). However, if you assign a value in the process, it will override the timeout configured in the Settings.

5.

Specify the Linked Data Collection Activity value.

6.

Click the down arrow in the Linked Data Collection Activity field to define its value. Only one data collection activity can be selected.

7.

In the Success Measure area, select Measure value and data source.

The Success Measure area enables you to specify a measure value, thereby providing additional performance information for that process. The process Handling Time, in seconds, is the default measure value set. Alternatively any decimal business entity can be set.

8.

Select the Measure option and then click in the Measure field.

9.

Select any Decimal Business Entity as a data source for the Measure value.

10.

Enter a short description for the Measure value. This will be the Measure Type shown in the reports.

11.

Repeat Step 7 through Step 10 for each measure.

You are now ready to define the process Stop Reasons.

12.

In the Stop Reasons field, select the reasons that should be assigned to this process.