Internal Applications Request Form

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Status Shipped
Enhancement, Defect/Bug Enhancement Request
Created by Guest
Created on Mar 28, 2023

RELATED REQUESTS

Heartland Service Center: Case Reassignment: Round Robin

As an HSC leader, managing HSC rep work capacity when I select around 50 cases in a list view, it is assigning them all to 1 person when we have 2 or 3 people in the current queue that it should round robin assign to. This is creating additional time spent for leaders to assign cases creating duplicate work and introducing a manual process prone to user error as well as removing the randomization of the work. If we were able to round robin assign the cases to the users assigned to the queues, we would be able to consistently distribute the workload, reduce the time taken to assign the work, reduce the potential for user error of over assigning work to representatives.

Impact - Which group does this impact? Other
Background Information

When reassigning cases from all the HSC list views using the bulk selected option the following is taking place.

1. The change owner option and selecting an HSC queue

2. Submit - bulk assigns all cases to one person rather than equally distributing to the queue users.

Workaround currently is doing it manually and choosing cases and choosing individual people.

Queue user Management

  • previous functionality, users were associated to specific queues and the cases would then equally assign to each user.

  • Managing queue users for each queue user

    • Assignment groups, recently viewed, using the out of office start and end date.

    • The team member was not able to use the out of office available to them to be to modify the workflow. This was by design.

      • Unable to set up non consecutive dates.

    • Scenarios for changing the out of office

      • PTO/Leave

      • Meetings/Trainings

      • Capacity Management

        • Project bandwidth

        • Number of Mids associated per case

Impact - Processes

N/A
Stakeholders - Accountable

Mike Kinney, Sandy Hozempa
Stakeholders - Consulted

Corey Blevins, Laurie Ellerbe, Aaron Robertson
Risk

This is creating additional time spent for leaders to assign cases creating duplicate work and introducing a manual process prone to user error as well as removing the randomization of the work.
Risk Frequency 4 Frequent: Once to several times a week
Opportunity

If we were able to round robin assign the cases to the users assigned to the queues, we would be able to consistently distribute the workload, reduce the time taken to assign the work, reduce the potential for user error of over assigning work to representatives
Opportunity Frequency 4 Frequent: Once to several times a week
Impact 3 Affects satisfaction to client / Serious risk avoided / Important opportunity achieved
Delivery Date May 1, 2023
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