Workforce Intelligence Runtime Deployment Strategies

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Description This article describes the different options and strategies available to deploy the Workforce Intelligence runtime software.
Version as of
Application Workforce Intelligence
Capability/Industry Area Implementation

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Here are some strategies that will help your organization roll out the Pega robotic runtime for Workforce Intelligence efficiently. Mentioned below are some client-based scenarios that offer greater flexibility and control over the entire runtime deployment process. These processes are created using Pega Robotic Runtime version 19.1.

Runtime Startup Strategies for Work from Home Data Collectors[edit]

Use Case #1 – Large number of agents now work from home which makes them highly dependent on their organization’s VPN server. In certain cases the agents may not be connected to the VPN.

Solution:

  • Non-VPN
  1. With the Workforce Intelligence 8.5 release, clients can now enable WFI Runtime Endpoint Authorization. With this feature the runtime endpoints will be authenticated securely using a client ID and client secret combination to authorize each data collector.
  2. Single Sign On – Application users will be authenticated using clients SSO technology. In a non-VPN environment, the application users are required to enter SSO credentials. Please refer to this community article for more information on how to enable this SSO feature.
  • VPN
  1. Starting Runtime with a Secure Connection – By using Cisco VPN or a specific network profile on Windows, Pega robot runtime could be configured to start after a successful VPN connection. Please refer to this community article for more information.
  2. Single Sign On – Application users will be authenticated using clients SSO technology. Please refer to this community article for more information on how to enable this SSO feature.

Using a Proxy Server to Route Workforce Intelligence Data[edit]

Use Case #2 – Data collectors’ data is being cached locally on their machine because Workforce Intelligence traffic is not routed through the proxy server.

Solution:

Add the proxy server address to route Workforce Intelligence data. To add the proxy server address, changes need to be made on the 'CommonConfig.xml' and 'OpenSpan.Runtime.exe.config' runtime configuration files. Consult with Workforce Intelligence Support team before adding the proxy server address. Please refer to this community article for more information.

Mitigating the Firewall Obstacle[edit]

Use Case #3 – The organization’s firewall denies Workforce Intelligence data to be sent to the WFI portal.

Solution:

Ensure your security team permits the below 2 URLs within the Firewall.

  1. https://{clientName}.wfi.pega.com/
  2. https://{clientName}-ingest.wfi.pega.com/ingest/events

Troubleshooting Within Workforce Intelligence[edit]

If all the above options have been validated and the root cause is still unknown, please refer to this community article for further troubleshooting tips.