john701039

Component: Manual Activities Description Manual Activities  are user-initiated actions that capture intent, decisions, or outcomes and trigger downstream behaviour in PCC. They are used to: Record customer interactions and decisions Initiate treatments or state changes Capture audit-relevant actions performed by a specific user Trigger routes, tasks, events, or controls In PCC, manual activities are a core system construct . Regardless of where they are initiated, they must: Exist in PCC Be...

Component: Automated Activities Description Automated Activities  are system-driven actions executed without user intervention. They are used to: Set or update data fields and flags Trigger downstream behaviour (routing, tasks, events) Enforce timing and sequencing Capture system decisions for audit purposes In the current environment, automated activities are: Built on TM-style constructs and data dictionaries Heavily intertwined with routes and configuration tables Often used as workarounds...

Description Routes  define the automated treatment paths that govern how accounts, cases, or other workable objects progress through the collections lifecycle. Routes control: Timing and sequencing of treatments Transitions between states SLA-driven triggers Escalations, holds, and exits In the current environment, routes are: Built on TM-style constructs Highly interdependent with activities and config tables Often messy due to years of incremental change Routes are also tightly linked to...