Understanding off-computer codes

Understanding off-computer codes

Description	Leveraging off-computer codes to better understand how employees work.
Version as of	8.5
Application	Pega Workforce Intelligence
Capability/Industry Area	Workforce Intelligence

Off-computer codes

If no keyboard or mouse activity is registered for a period of over 60 seconds (recommended setting), the system classifies the time between interactions as idle.

For longer idle times (recommended setting 15 minutes), a pop-up window can be shown to prompt the user to categorize the idle time by providing a reason such as Lunch, Break, Meeting, etc. Idle time is then calculated until the time the user clicked the reason.

The reasons are also referred to as off-computer reason codes. These codes or reasons are optional and can be configured and reordered by an administrator. By default, off-computer codes are disabled, but they can be enabled for any level of the hierarchy.

Preconfigured off-computer codes

Off-computer reasons	Reason code	Work category
Other	Idle-Other	Non Work
Break	Idle-Break	Non Work
Lunch	Idle-Lunch	Non Work
Assisting Others	Idle-Assisting Others	Production
Meeting	Idle-Meeting	Non Work
Receiving Assistance	Idle-Receiving Assistance	Production
Training	Idle-Training	Production
Mail Room	Idle-Mail Room	Production
Paper Handling	Idle-Paper Handling	Production
No Work Available	Idle-No Work Available	Non Work
Personal Time	Idle-Personal Time	Non Work
System Issue	Idle-System Issue	Non Work

Implementation considerations

• Be mindful of the impact a pop-up window has on daily operations.
• Keep off-computer codes deactivated during the first few weeks when establishing a baseline.
• Depending on requirements, an off-computer reason code is typically configured to be shown after 10 to 15 minutes of idle time.
• Keep the list of reasons short for quick and easy selection.
• If not using off-computer codes, keep in mind that it is common to have a high amount of idle time. For example, a regular lunch break equates to approximately 10% of a working day.

Additional resources

For more information, see Idle time.

A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.

An extended period of time during which the associate does not interact with the keyboard or mouse.

One of the two characteristics:

- The time that a CSR is unavailable for servicing customer requests while they are working.

- The amount of time that is spent idle, with no input from the associate, shown as both an amount and a percentage of total time. This value is defined by the Workforce Intelligence team.

A definable structure that you can use to organize your workforce into logical groupings and reflect who reports to whom. Pega Workforce Intelligence uses the hierarchy that you define for reporting and analysis. You can label the levels in the hierarchy to match the company's business structure, such as divisions, departments, supervisors, managers, associates and so on.

A defined category of associate focus that indicates the time that is spent in non-work-related applications and websites. For example, this time could indicate that the associate was on Facebook, Pinterest, or some other social media site. Your Pega Workforce Intelligence administrator defines which applications and websites are categorized as Non Work.