Workload Outstanding displays, in one place, all work items requiring your attention. Depending on your Security Roles, this can include calls, request, and tasks.
On the Workload Outstanding screen you can:
- Show or hide filter options
- Filter your list of work items
- Show any combination of calls, tasks and/or 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.
Use the Calls Outstanding window to view only calls requiring your attention, and access an expanded set of functions from the Outstanding view.
Use the Requests Outstanding window to view only requests requiring your attention, and access an expanded set of functions from the Outstanding view.
Use the Tasks Outstanding window to view only tasks requiring your attention, and access an expanded set of functions from the Outstanding view.
Using the Workload view
Before you start
To view calls, IPK Analyst must be selected in the Options tab of your IPK Management Security Role.
To view requests and tasks Workflow Analyst must be selected in the Shared tab of your Workflow Management Security Role.
Access the Workload window from the My Options menu by hovering over View, and selecting Workload Outstanding.
Calls, requests, and task that require your attention are displayed in the browse table.
The window is made up of two sections:
- The Toolbar which contains options for filtering the results and performing actions on the records
- The Toolbar which lists the work item records and allows actions to be performed using the context sensitive menu
The Toolbar
Functions available from the toolbar on the Workload Outstanding window:
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Use to refresh the results | ||||||||||||||||
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Select to open the Column Configuration window to Viewing Your Workload 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 active work items are displayed, there is no toggle to show inactive, unsubmitted or unauthorised items. |
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Select to hide the Filter section | ||||||||||||||||
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Use to forward the selected work item(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 and Workflow Management Role. |
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Use to close the selected work item(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 and Workflow Management Role. |
The Browse Table
The browse table contains the work items requiring your attention in a table layout with 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.
View the details of a work item by double-clicking anywhere in the row. The details window opens in a new tab.
Perform actions on one or more work items by selecting the work item(s) in the browse table and right-clicking to open the context-sensitive menu.
- Action opens the work item(s) in 'action' mode.
- Review opens the work item(s) in 'review' mode.
- Add Note opens the Add Note window. Complete the details to add a note to the work item.
- Forward opens the Forward window. Complete the details to forward the work item to an analyst or group.
- Close opens the Close window. Complete the details to close the work item(s).
- Email opens the Email window. Complete the details to send an email from the work item.
- Report saves the work item details to PDF. The PDF is saved or opened dependent on the browser settings.
Multiple records can be selected using CTRL + mouse click.