Viewing the Workload

Depending on the permissions assigned to your security role, you can view outstanding calls, requests, and tasks for yourself, a colleague, or a group.

Viewing Your Workload

Before you start

To view calls you must have IPK Analyst selected in the Options tab of your IPK Management Security Role.

To view calls owned by other analysts, or by your group(s), you must have View Others' Calls and View Groups' Callsselected in the Options tab of your IPK Management Security Role.

To view requests and tasks you must have Workflow Analyst selected in the Shared tab of your Workflow Management Security Role.

To view requests and tasks owned by other analysts, or by your group(s), you must have the following options selected in the respective tabs of yourWorkflow Management Security Role: View Other's Requests and View Group's Requests in the Requests tab; View Other's Tasksand View Group's Tasks in the Tasks tab.

  1. Select and then View.
  2. From the submenu, select Workload. The Workload window is displayed, with your name at the top of the Explorer pane, and a list of ways in which you can filter the results.
  3. Select the type of workload items you want included in the search results.

    4. Calls Select this to view all your calls outstanding
    Tasks Select this to view all your tasks outstanding, which are tasks that have been forwarded or assigned to you
    Requests Select this to view all your requests outstanding, which is requests belonging to you that need to be completed
    Submitted Select this to view all calls, tasks and requests (depending on your choices) that have been submitted
    Not Submitted Select this to view all calls, tasks and requests (depending on your choices) for which you selected an Analyst/group to forward the request to but then chose to submit the request later.

  4. Beneath this is a choice of what status items you want to view.
    5. Outstanding Items Items on which you are working or which have been assigned to you
    Suspended Items Items that were suspended while actioning (forwarding or deferring) the item
    Escalated Items Items that have exceeded your organization’s service goals
    Delegated Items If you are named as a delegate for another Analyst's calls or tasks, you can also view items that have been delegated to you
  5. Depending on your choices, the following further filters are displayed lower down the explorer pane. Select as necessary.

    6. Your Items

    Items assigned to you

    This is displayed for Outstanding Items and Suspended Items.
    Forward to You

    Items forwarded to you

    This is displayed for Outstanding Items and Suspended Items.
    Forward to Your Group

    Items forwarded to your group

    This is displayed for Outstanding Items and Suspended Items.
    Forward Internally

    Items forwarded internally

    This is displayed for Outstanding Items and Suspended Items.
    Resolution Breach

    Items for which the agreed timescale for resolution has been breached

    This is displayed for Escalated Items.
    First Call Back Breach

    Items for which the agreed timescale for resolution has been breached

    This is displayed for Escalated Items.
    Response Breach

    Items for which the agreed timescale for resolution has been breached

    This is displayed for Escalated Items.
    Resolution

    Items awaiting resolution

    This is displayed for Escalated Items.
    First Call Back

    Items awaiting First Call Back

    This is displayed for Escalated Items.
    Response

    Items awaiting response

    This is displayed for Escalated Items.
    Action

    Items awaiting action

    This is displayed for Escalated Items.
    Action Breach

    Items for which the agreed timescale for action has been breached

    This is displayed for Escalated Items.

  6. As you check the boxes in the Explorer pane, the results pane will update to display the details.
  7. Select an item and then select in the toolbar to edit its details, or to review it.

There are several views on this window:

Your Group’s Calls all items assigned to your group
Forum/Watched Calls all items you are currently watching

Viewing Another Analyst's Workload

Before you start

You must have IPK Analyst and View Others' Calls selected in the Options tab of your IPK Management Security Role.

  1. Select and then View.
  2. From the submenu, select Workload. The Workload window is displayed, with your username at the top of the Explorer pane, and a list of ways in which you can filter the results.
  3. In the Workload for Analyst field, select your name and then select the X at the end of the field or press the spacebar to delete it. The button changes to .
  4. Search for the required Analyst. When you have selected them, their name is displayed in the Workload for Analyst field.
  5. View the workload, filtering the details shown as required.