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.

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

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.

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

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