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.
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.
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.
Forum/Watched Calls
all items you are currently watching
