Viewing Your Workload

This topic relates to the Nano interface.

The Workload Outstanding window displays all work items requiring your attention. Depending on your Security Roles, this can include calls, request, and tasks.

On the Workload Outstanding window you can:

  • Show and hide the filters section
  • Filter your list of work items
    • Show any combination of calls, tasks, requests that are currently with you, have been forwarded to you or your group, and work items you forwarded.
    • Toggle between suspended and unsuspended work items.
  • Configure the columns by adding or removing columns and changing their order.
  • Right-click on a work item(s) to perform actions such as Add Note, Action, Review, Email, etc.

You can also use the Calls Outstanding, Requests Outstanding, and Tasks Outstanding windows to view those items separately, and access an expanded set of functions.

Using the Workload Outstanding Window

Before you start Working with Calls

The following settings must be enabled in the Options tab of your IPK Management Security Role to perform the listed actions:

  • To view calls, enable IPK Analyst.
  • To forward calls from the Search or Outstanding windows, enable Bulk Forward Calls.
  • To close calls from the Search or Outstanding windows, enable Bulk Close Calls.

Before you start Working with Requests

To view requests Workflow Analyst must be enabled in the Shared tab of your Workflow Management Security Role.

The following settings must be enabled in the Requests tab of your Workflow Management Security Role to perform the listed actions:

  • To forward requests from the Search or Outstanding windows, enable Request Bulk Forward.
  • To close requests from the Search or Outstanding windows, enable Request Bulk Close.

Before you start Working with Tasks

To view tasks, Workflow Analyst must be enabled in the Shared tab of your Workflow Management Security Role.

The following settings must be enabled in the Tasks tab of your Workflow Management Security Role to perform the listed actions:

  • To forward tasks from the Search or Outstanding windows, enable Task Bulk Forward.
  • To close tasks from the Search or Outstanding windows, enable Task Bulk Close.
  1. Open the Workload Outstanding window by selecting View from the menu and then Workload Outstanding.
  2. The Workload Outstanding window opens with the default filters selected. To change the filters, select . The Filters section is displayed.
  3. Select and deselect filter options as needed:
Calls Select to view all your outstanding calls
Tasks Select to view all your outstanding tasks
Requests Select to view all your outstanding requests
Your Items Select to view work items for which you are the Current Analyst.
Fwd to You Select to view work items forwarded to you.
Fwd to Group Select to view work items forwarded to your group.
Fwd Internally Select to view work items forwarded internally by you.
Suspended Select to show only suspended work items. Toggle off to show work items that are not suspended.

 

  1. Records matching your parameters are displayed in the Results table.
  • Sort the table of results by clicking on a column header.
  • Change the columns in the table by selecting from the toolbar to open Column Configuration window.

    • See Configuring Columns for more details.

  1. To open the work item details, select the record(s) in the results table and double-click, or right-click and then select .

    2. You can select multiple records by holding the CTRL key while select each row.

  2. Other actions are available by selecting the record(s) in the results table, then right-clicking and selecting:
  • to open the work item window in Review mode.
  • to add a note to the work item. The Add Note window is displayed.
  • to forward the work item. The Forward window is displayed.
  • to close the work item. The Call, Request, or Task Close window is displayed, respectively.
  • to send an email from the work item. The Email window is displayed.
  • to generate a Details Report.

The Toolbar

The Workload Outstanding toolbar provides a number of functions and options:

Select to refresh the results table.
Select to open the Column Configuration window to Viewing Your Workload displayed in the results table.

This option is only available while in table layout.

Select to expand the Filter section and change the filter options:

Calls Select to view all your outstanding calls
Tasks Select to view all your outstanding tasks
Requests Select to view all your outstanding requests
Your Items Select to view work items for which you are the Current Analyst.
Fwd to You Select to view work items forwarded to you.
Fwd to Group Select to view work items forwarded to your group.
Fwd Internally Select to view work items forwarded internally by you.
Suspended Select to show only suspended work items. Toggle off to show work items that are not suspended.

Only active work items are displayed, there is no toggle to show inactive, unsubmitted or unauthorised items. Use the individual Outstanding windows to filter by those options.
Select to hide the Filter section
Forward the selected work item(s) to an analyst or group. Opens the Forward window.

This option appears after one or more records is selected in table layout.

You must have Bulk Forward enabled in your IPK Management Role and Workflow Management Role.
Close the selected work item(s). Opens the Call Close window or Request/Task Close window depending on the selected item.

This option appears after one or more records is selected in table layout.

You must have Bulk Close enabled in your IPK Management Role and Workflow Management Role.