Overview
Proper work management is critical to ensure cases are worked timely and within recovery timeframe. To simplify the management of specific queue volume a new dashboard tool is available which allows users to monitor work queues and provides the ability to assign users to specific volume.
The Work Management Dashboard tool provides managers a way to monitor and organize the most critical work by defined Assignment Groups. Each Assignment Group has its own dashboard which allows managers to review the overall health of the assignment group. Assignment Groups organize critical work into smaller buckets and are prioritized by which assignments should be worked first. This can include daily critical assignments, and assignments approaching regulatory or recovery deadlines. Managers have the ability to add specified assignment groups to user's operator through the admin portal. Adding assignment groups to a operator will determine what type of work a user pulls when they click “Get Next Work”. Multiple assignment groups can be assigned to an operator, setting priority on the assignments. This ensures when the operator clicks get next work, they are always pulling from the highest priority assignment groups. For more information on how to update an operators profile access the Assignment Group Management page.