Viewing Your Outstanding Calls

This topic relates to the Nano interface.

The Calls Outstanding window displays all calls requiring your attention. Those that have been forwarded to you or your group, or that you are working on. Also, calls you assigned to someone else that have not been picked up yet.

On the Calls Outstanding window you can:

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

Use Workload Outstanding to view all work items requiring your attention. Depending on your Security Roles, this can include calls, request, and tasks.

Using the Calls Outstanding Window

Before you start

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.

1. Open the Calls Outstanding window by selecting View from the menu and then Calls Outstanding.
   
2. The Calls Outstanding window opens with the default filters selected. To change the filters, select . The Filters section appears.
3. Select and deselect filter options as needed:

Your Calls	Select to view calls for which you are the Current Analyst.
Fwd to You	Select to view calls forwarded to you.
Fwd to Group	Select to view calls forwarded to your group.
Fwd Internally	Select to view calls forwarded internally by you.
Suspended	Select to show only suspended calls. Toggle off to show only calls that are not suspended.

 

4. 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 the Column Configuration window.

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

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

6. Other actions are available by selecting the record(s) in the results table, then right-clicking and selecting:

• to open the call window in Review mode.
• to add a note to the call. The Add Note window is displayed.
• to forward the call. The Forward window is displayed.
• to close the call. The Closure window is displayed.
• to send an email from the call. The Email window is displayed.
• to generate a Details Report.

The Toolbar

The toolbar provides a number of functions and options:

	Select to refresh the results table.
	Select to change the display of the call records to a Kanban layout. Call Statuses must have the Parent Status setting enabled in System Admin to appear as Kanban column headers. This option is only available while in table layout.
	Select to change the display of the call records to a table layout. This option is only available while in Kanban layout.
	Select to open the Column Configuration window to Viewing Your Outstanding Calls 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: Your Calls Select to view calls for which you are the Current Analyst. Fwd to You Select to view calls forwarded to you. Fwd to Group Select to view calls forwarded to your group. Fwd Internally Select to view calls forwarded internally by you. Suspended Select to show only suspended calls. Toggle off to show only calls that are not suspended. Only submitted calls are displayed, there is no toggle to show calls that are pending submission by users.
	Select to hide the Filter section
	Forward the selected call(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 Calls enabled in your IPK Management Role to see this option.
	Close the selected call(s). Opens the Closure window. This option appears after one or more records is selected in table layout. You must have Bulk Close Calls enabled in your IPK Management Role to see this option.