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Life BTM Ideas Portal
Created by Janelle Rose
Created on Nov 18, 2022

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

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