View Your Consolidated Workload
ASM provides a consolidated view of all of the work assigned to you, your group(s), and open items reassigned and not picked up.
Last updated
ASM provides a consolidated view of all of the work assigned to you, your group(s), and open items reassigned and not picked up.
Last updated
In ASM, analysts can search for calls, requests, and tasks ad-hoc. See "Searching for Items," and "Viewing Outstanding Requests" in the global search. However, using the workload view provides a consolidated overview of all their work, making it easier to manage and prioritize incidents and requests. This approach saves time and reduces the chance of overlooking important tasks by listing all pending items in one place.
Pin the tab to have your workload load automatically each time you log in.
To pin the workload tab:
Click Menu > View > Workload.
Click the Pin Icon at the far right of the tab
Pinning the tab ensures analysts get a head start on their tasks daily without needing to navigate through the menus again.
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.
Select Menu and then View.
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.
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 | If 'Requests' is ticked, select this to view all requests that have been submitted |
Not Submitted | If 'Requests' is ticked, select this to view all requests that are in a draft state and have not been submitted yet. |
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 |
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. |
As you check the boxes in the Explorer pane, the results pane will update to display the details.
If you select Escalated items, for example, the following further filters are displayed lower down. Select as necessary.
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. |
As you check the boxes in the Explorer pane, the results pane will update to display the details.
Select an item and then select the action icon in the toolbar to edit its details, or the Eye (view) to review it.
| Your Group’s Calls | all items assigned to your group |
|---|---|
Forum/Watched Calls | all items you are currently watching |
