Manage Unworkable Assignments

Owned by Kristafanie Somers
Last updated: Apr 15, 2024
2 min read

How to Manage Unworkable Assignments

Leaders need to review the Unworkable inventory regularly, at least once a week. When reviewing assignments identified as unworkable, there are three 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 its original Assignment Group to be worked in the normal workflow.

  3. Required expertise - the reviewer can complete the assignment, as needed.

 

Review the Notes tool for the Unworkable note placed by the agent who marked the task as Unworkable.

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If the task was marked as Unworkable due to a knowledge gap, provide the agent with guidance and select the “Return Unworkable Assignment” option from the Other Actions menu.

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If the task was marked as Unworkable due to a suspected technical issue, attempt to work the task as normal. If the technical issue is still present, escalate to Quavo.

 

"Mark Assignment as Unworkable" Action Not Available

If the "Mark Assignment as Unworkable" action is not available, the user should pend the case using the Internal Research reason. The pend duration should match how long it would take for their leader to review the assignment. It's critical that the user posts a note to the case explaining the reason for the pend that includes an explanation of the issue and how the user attempted to resolve. The user will send the case to their leader and notify them of the issue. 

The leader will review the assignment and attempt to resolve or escalate to Quavo via support ticket.