Viewing your Request Workload

Depending on the permissions assigned to your security role, you can view outstanding calls, requests, and tasks for yourself, a colleague, or a group.

Viewing Your Workload

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 yourWorkflow 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.

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.

Calls	Select this to view all your calls outstanding
Tasks	Select this to view all your tasks outstanding, which are tasks that have been forwarded or assigned to you
Requests	Select this to view all your requests outstanding, which is requests belonging to you that need to be completed
Submitted	Select this to view all calls, tasks and requests (depending on your choices) that have been submitted
Not Submitted	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.

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

Outstanding Items	Items on which you are working or which have been assigned to you
Suspended Items	Items that were suspended while actioning (forwarding or deferring) the item
Escalated Items	Items that have exceeded your organization’s service goals
Delegated Items	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

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

Your Items	Items assigned to you This is displayed for Outstanding Items and Suspended Items.
Forward to You	Items forwarded to you This is displayed for Outstanding Items and Suspended Items.
Forward to Your Group	Items forwarded to your group This is displayed for Outstanding Items and Suspended Items.
Forward Internally	Items forwarded internally This is displayed for Outstanding Items and Suspended Items.
Resolution Breach	Items for which the agreed timescale for resolution has been breached This is displayed for Escalated Items.
First Call Back Breach	Items for which the agreed timescale for resolution has been breached This is displayed for Escalated Items.
Response Breach	Items for which the agreed timescale for resolution has been breached This is displayed for Escalated Items.
Resolution	Items awaiting resolution This is displayed for Escalated Items.
First Call Back	Items awaiting First Call Back This is displayed for Escalated Items.
Response	Items awaiting response This is displayed for Escalated Items.
Action	Items awaiting action This is displayed for Escalated Items.
Action Breach	Items for which the agreed timescale for action has been breached This is displayed for Escalated Items.

1. As you check the boxes in the Explorer pane, the results pane will update to display the details.

2. Select an item and then select in the toolbar to edit its details, or to review it.

There are several views on this window:

Your Group’s Calls	all items assigned to your group
Forum/Watched Calls	all items you are currently watching

Viewing Another Analyst's Workload

Before you start

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

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.