Calls Outstanding displays all calls requiring your attention.
On the Calls Outstanding screen you can:
- Show or hide filter options
- 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 view
Before you start
To view calls, IPK Analyst must be selected in the Options tab of your IPK Management Security Role.
Access the Calls Outstanding window from the My Options menu by hovering over View, and selecting Calls Outstanding.
Calls that require your attention are displayed in the browse table.
The window is made up of two sections:
- The Toolbar contains options for filtering the results and performing actions on the records
- The Toolbar lists the call records and allows actions to be performed using the context sensitive menu
The Toolbar
Functions available from the toolbar on the Calls Outstanding window:
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Use to refresh the results | ||||||||||
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Select to open the Column Configuration window to Calls Outstanding in Nano displayed in the browse table. Available in table layout only |
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Select to expand the Filter section and change the filter options:
Only submitted calls are displayed, there is no toggle to show calls that are pending submission by users. |
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Select to hide the Filter section | ||||||||||
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Changes the table layout to a Kanban layout | ||||||||||
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Changes the Kanban layout to a table layout | ||||||||||
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Use to forward the selected call(s) to an analyst or group. Opens the Forward window. Available after selecting one more items in the table layout, for analysts with Bulk Forward enabled in their IPK Management Role. |
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Use to close the selected call(s). Opens the Close window. Available after selecting one more items in the table layout, for analysts with Bulk Close enabled in their IPK Management Role. |
The Browse Table
The browse table contains the calls requiring your attention, which can be displayed in one of two formats:
- Table layout displays call records in rows with columns displaying details for each record. The table can be ordered by any visible column. To change the columns displayed in the browse table, select from the toolbar and Configure the Columns.
- Kanban layout displays call records as cards with a subset of details visible on the card. The records are organized into columns representing the call Status. To change the status of a record, drag it to a different status column.
Statuses that are displayed in Kanban layout have the Parent Status setting enabled in System Admin.
View the details of a call by double-clicking the call record. The call details window opens in a new tab within Nano.
Perform actions on one or more calls by selecting the call record(s) and right-clicking to open the context-sensitive menu.
- Action opens the call(s) in 'action' mode.
- Review opens the call(s) in 'review' mode.
- Add Note opens the Add Note window. Complete the details to add a note to the call.
- Forward opens the Forward window. Complete the details to forward the call(s) to an analyst or group.
- Close opens the Close window. Complete the details to close the call(s).
- Email opens the Email window. Complete the details to send an email from the call.
- Report saves the call details to PDF. The PDF is saved or opened dependent on the browser settings.
Multiple records can be selected using CTRL + mouse click.