# Viewing your Request Workload

### Viewing Your Workload <a href="#viewing" id="viewing"></a>

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### 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' Calls** selected 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 your**Workflow Management Security Role**: **View Other's Requests** and **View Group's Requests** in the Requests tab; **View Other's Tasks** and **View Group's Tasks** in the Tasks tab.
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1. Select **Menu** 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. Select the type of workload items you want included in the search results.

<table><thead><tr><th width="164">Calls</th><th>Select this to view all your calls outstanding</th></tr></thead><tbody><tr><td>Tasks</td><td>Select this to view all your tasks outstanding, which are tasks that have been forwarded or assigned to you</td></tr><tr><td>Requests</td><td>Select this to view all your requests outstanding, which is requests belonging to you that need to be completed</td></tr><tr><td>Submitted</td><td>Select this to view all calls, tasks and requests (depending on your choices) that have been submitted</td></tr><tr><td>Not Submitted</td><td>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.</td></tr></tbody></table>

4. Beneath this is a choice of what status items you want to view.

<table><thead><tr><th width="198">Outstanding Items</th><th>Items on which you are working or which have been assigned to you</th></tr></thead><tbody><tr><td>Suspended Items</td><td>Items that were suspended while actioning (forwarding or deferring) the item</td></tr><tr><td>Escalated Items</td><td>Items that have exceeded your organization’s service goals</td></tr><tr><td>Delegated Items</td><td>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</td></tr></tbody></table>

5. Depending on your choices, the following further filters are displayed lower down the explorer pane. Select as necessary.

<table data-header-hidden><thead><tr><th width="202"></th><th></th></tr></thead><tbody><tr><td>Your Items</td><td><p>Items assigned to you</p><p>This is displayed for <strong>Outstanding</strong> Items and <strong>Suspended</strong> Items.</p></td></tr><tr><td>Forward to You</td><td><p>Items forwarded to you</p><p>This is displayed for <strong>Outstanding</strong> Items and <strong>Suspended</strong> Items.</p></td></tr><tr><td>Forward to Your Group</td><td><p>Items forwarded to your group</p><p>This is displayed for <strong>Outstanding</strong> Items and <strong>Suspended</strong> Items.</p></td></tr><tr><td>Forward Internally</td><td><p>Items forwarded internally</p><p>This is displayed for <strong>Outstanding</strong> Items and <strong>Suspended</strong> Items.</p></td></tr><tr><td>Resolution Breach</td><td><p>Items for which the agreed timescale for resolution has been breached</p><p>This is displayed for <strong>Escalated</strong> Items.</p></td></tr><tr><td>First Call Back Breach</td><td><p>Items for which the agreed timescale for resolution has been breached</p><p>This is displayed for <strong>Escalated</strong> Items.</p></td></tr><tr><td>Response Breach</td><td><p>Items for which the agreed timescale for resolution has been breached</p><p>This is displayed for <strong>Escalated</strong> Items.</p></td></tr><tr><td>Resolution</td><td><p>Items awaiting resolution</p><p>This is displayed for <strong>Escalated</strong> Items.</p></td></tr><tr><td>First Call Back</td><td><p>Items awaiting First Call Back</p><p>This is displayed for <strong>Escalated</strong> Items.</p></td></tr><tr><td>Response</td><td><p>Items awaiting response</p><p>This is displayed for <strong>Escalated</strong> Items.</p></td></tr><tr><td>Action</td><td><p>Items awaiting action</p><p>This is displayed for <strong>Escalated</strong> Items.</p></td></tr><tr><td>Action Breach</td><td><p>Items for which the agreed timescale for action has been breached</p><p>This is displayed for <strong>Escalated</strong> Items.</p></td></tr></tbody></table>

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:

<table><thead><tr><th width="216">Your Group’s Calls</th><th>all items assigned to your group</th></tr></thead><tbody><tr><td>Forum/Watched Calls</td><td>all items you are currently watching</td></tr></tbody></table>

### Viewing Another Analyst's Workload

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### Before you start

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