Define Work Item structure

Define the Work Item structure for processing in a queue. This enables you to manually upload the Work Items from the system in the absence of ready data in a file.

Define a Work Item structure using any one of the following methods:

  1. Using an Excel/CSV file.
  2. Using an existing work item template.
  3. Manually
    Note: The work flow to process Work Items differs for a queue based on the method that you choose in the Define Work Item Structure tab.

Procedure

  1. Select a method to add header columns for Work Item processing:
    • Use an Excel/CSV file: Add the header columns from an existing Excel or CSV file. You can point to the Excel spreadsheet or CSV file you are using in one or more Task Bots you will run in this queue.
      1. Enter a unique name for the Work Item structure in the Work item template field.

        For example, if the queue contains employee information, you can specify the Work item template as Employee Data.

      2. Select a column for inclusion in the Work Item structure from the list of column names. The columns are defined based on the header rows of the selected Excel or CSV file. A maximum of ten (10) columns are allowed for selection and viewing in the Control Room.

        For example, you can select column headers Employee Name, Employee ID, and Designation. You can then select the Data Type - Text, Number, or Date for that column. You can also choose to view these columns being processed in the Activity page.

        Note:
        • The system allows you to filter/sort Work Items on the columns for viewing the Work Item data in the Control Room.

          Actions allowed on view queue page

        • When you upload work items from an xls or xlsx file with data type as text, the Excel file column populated with a date in any format (for example, 8/6/2019) is converted to its corresponding workload management date format (for example, Sat Jun 08 00:00:00) in the Control Room Work Item. However, the same is not applicable to a csv file.
      3. Select up to three columns for sorting in an ascending or descending order.

        When the system processes the Work Items from the queue, it uses the sort criteria specified to retrieve the work items in that order.

        For example, consider the use case of credit card application processing. The work item structure has the headers firstName, lastName, creditLimit, cardType as given in the table below:
        firstName lastName creditLimit cardType
        John Smith 10000 Master
        Tom Jones 10000 Visa
        Mike Williams 13000 Master
        Aamir Khan 5000 Master
        Salman Khan 13000 Visa
        Akshay Kumar 10000 Visa
        To process the work items from maximum creditLimit to minimum creditLimit followed by cardType from Master to Visa, specify creditLimit in descending order and cardType in ascending order. The work items are processed as given in the table below:
        firstName lastName creditLimit cardType
        Mike Williams 13000 Master
        Salman Khan 13000 Visa
        John Smith 10000 Master
        Tom Jones 10000 Visa
        Akshay Kumar 10000 Visa
        Aamir Khan 5000 Master
        Note: Work items are processed on sorting order internally. For example, if you add 3 work items a, c, b to be sorted by name, then on the user interface they will be shown as a, c, b. However, the work items will be processed as per the sorting order a, b, c.

    • Use work item template: Add header columns by searching for an Existing work item template or from the Available work item templates.

      This allows you to pass the values or attributes from the template to a Task Bot with the help of Work Item variables when you use the option Run bot with queue.
      Tip: Search for an existing Work Item template when there are a large number of templates available for selection.

      Use Work Item variables

    • Manually: Define the Work Item structure manually. You do not have to select from an existing structure.
      1. Type a name for the Work Item structure in the Work item template field.

        For example, if the queue contains employee information, add the Work item template as Employee Data.

      2. Add column header names for the Work Item and select the data type for each column: Text, Number, or Date
      3. Select the display and sorting for the columns in the Control Room.

        When the system processes the Work Items from the queue, it uses the sort criteria specified to retrieve the work items in that order.

  2. Click Next to add the Work Items.
    Insert Work Items