Case/Task Assignment Queues Wants

• I would like to still see tasks in their individual categories and be able to sort the category by name, pol #, CM, agent, or plan.

• Ability to pull partner cases and additionals at the same time to save time-(when working approvals/close out tasks) Avoids another touch.

From: Alex Jacobson

• Option to create dashboard queue based on tagged cases (from idea above)

  • Large Case

  • Exception processing

  • Special Handling

  • SAM work

  • Agent's first case

• Option for users to be able to toggle between dashboard queues to easily move into different dashboard to support another team when needed

  • Would like this to include a full dashboard queue option including tasks that are assigned to individual users

• Ability to add/remove users from access to certain tasks (have this now, just not very efficient)

• Ability to route tasks

• Tracking of activity by task eg who routed the task including date/time, when the task generated, etc.

• A way to recognize Last requirement scenarios

• Task categories (like we have now) eg Issue, RIDs, RFUs

• Option to sort tasks by status – pending, issued etc.

• Ability to set SLAs by service level/team

• Better view of overall status (e.g. how many tasks left due today)

  • Include automatic refresh. Today we manually count tasks for our status updates

From: Lisa Edgette