SYSTEM AND METHOD FOR PROVIDING WORKFLOW MONITORING
An approach is disclosed for providing a workflow monitoring system. Monitoring is performed for a non-occurrence of a successful movement by an object through a workflow that includes a plurality of activities. A task corresponding to the object is generated to specify non-movement through the workflow.
1 . A method comprising:
monitoring for a non-occurrence of a successful movement by an object through a workflow that includes a plurality of activities; and
generating a task corresponding to the object to specify non-movement through the workflow.
2 . A method according to claim 1 , further comprising:
presenting a view of the object and information about timeline or milestones associated with the object.
3 . A method according to claim 1 , further comprising:
initiating investigation of the object from a last milestone of the workflow.
4 . A method according to claim 1 , further comprising:
analyzing data from an operation system that is configured to process the object; and
translating the data into a milestone within the workflow.
5 . A method according to claim 1 , further comprising:
receiving a user defined business rule; and
applying the business rule to the object.
6 . A method according to claim 1 , further comprising:
defining an assignment rule based on the task; and
assigning the task to an agent based on the assignment rule.
7 . A method according to claim 1 , further comprising:
determining a milestone associated with the object; and
closing the task if the milestone is satisfied.
8 . A method according to claim 1 , further comprising:
restricting a user from accessing information about the workflow based on an assigned role of the user.
9 . A method according to claim 1 , wherein the object is an order for a product or service.
10 . A method according to claim 1 , wherein the task specifies a time period in which the object has not moved from a point in the workflow to another point in the workflow.
11 . A system comprising:
a monitoring engine configured to monitor for a non-occurrence of a successful movement by an object through a workflow that includes a plurality of activities; and
a task creation engine configured to generate a task corresponding to the object to specify non-movement through the workflow.
12 . A system according to claim 11 , further comprising:
an interface engine configured to present a view of the object and information about timeline or milestones associated with the object.
13 . A system according to claim 11 , wherein the monitoring engine is further configured to initiate investigation of the object from a last milestone of the workflow.
14 . A system according to claim 11 , further comprising:
a data analyzing engine configured to analyze data from an operation system that is configured to process the object, and to translate the data into a milestone within the workflow.
15 . A system according to claim 11 , wherein the monitoring engine is further configured to receive a user defined business rule, and to apply the business rule to the object.
16 . A system according to claim 11 , further comprising:
a work distribution engine configured to define an assignment rule based on the task, and to assign the task to an agent based on the assignment rule.
17 . A system according to claim 11 , further comprising:
a task management engine configured to determine a milestone associated with the object, and to close the task if the milestone is satisfied.
18 . A system according to claim 11 , further comprising:
a role based access engine configured to restrict a user from accessing information about the workflow based on an assigned role of the user.
19 . A system according to claim 11 , wherein the object is an order for a product or service.
20 . A system according to claim 11 , wherein the task specifies a time period in which the object has not moved from a point in the workflow to another point in the workflow.