During the course of the workday, it is possible to pull an assignment that cannot be worked.  This might be because the user doesn't know how to do the work or it could be a technical issue that prevents the user from completing the work.  When this happens, it disturbs the flow of work as users will continue to retrieve this unworkable assignment via Get Next Work.  To address this issue, a "Mark Assignment As Unworkable" action has been added to the system.    This action will remove the unworkable assignment from its current assignment group and assign it to the "Unworkable" assignment group.  It is critical that this assignment group is monitored by a senior person that will review these items on a daily basis.

Identifying Assignments as Unworkable

When reviewing a case with an active user assignment, a "Mark Assignment as Unworkable" action is available via the Other Actions menu.  When processed, the assignment is transferred to the "Unworkable" queue and the user can move on to the next work item by clicking Get Next Work.

Reviewing Unworkable Assignments

When reviewing assignments identified as unworkable, there are 3 possible outcomes:

1. A technical blocker is identified - a support ticket should be created so that a Quavo technician can address the issue.
2. A knowledge gap is identified - the reviewer can add context to the assignment and send it back to it's original work group to be worked in the normal workflow.
3. Required expertise - the reviewer can complete the assignment, as needed.