Minding Your Q`s and T`s

Minding Your Qs and Ts:
Workload Management with Queues and Task
Work Support Strategies 2014 Leadership
March 24, 2014
North Carolina
Department of
Health & Human Services
Tracy Hicks
Cúram Configuration
Analyst Lead
Cúram Vendor Support
Maury Girard
IBM Cúram Business Analyst
Slide 2
• Understanding the concept of tasks and work
• Understanding the supervisors workspace.
• Understanding the management of workload of the
• Understanding the management of tasks assigned
to the work queues.
Slide 3
Understanding Tasks
• Tasks vs. Notifications
Tasks have an associated action of work
– Notifications do not have an action
• Available Tasks
– All tasks that are available to a user to perform work
– Tasks associated directly to the user, their organization unit, or
their subscribed work queues
• Assigned Tasks
– A subset of ‘Available Tasks’ associated only to the user
• Reserved Tasks
– Available tasks that the user has taken ownership to work
Slide 4
• Available Tasks page
– All tasks that are available to a user to work. These are
tasks associated directly to the user, their organization
unit, or their subscribed work queues.
• My Tasks page (assigned and reserved)
– My Open Tasks
• List of tasks that the user has reserved
• List of tasks the user is actively working
– My Deferred Task
• A list of open tasks the user is holding for future completion
– Assigned Tasks
• A sub-set of ‘Available Tasks’ associated only to the user
• These tasks are not available for any other user to work
Slide 5
Understanding Tasks Assignment
• Reallocate Task
– The task is re-assigned to the initial assignment/ starting
• Forward Task
– Tasks reserved by a user may be forwarded to another
user, organization unit or work queue
• Deferred Tasks
– Reserved tasks that are not required to be worked until a
later date may be deferred
• Redirecting the User’s Tasks
– Future task assignments will be redirected to another user
– Currently reserve tasks are not impacted and should be
forwarded or reallocated
Slide 6
Supervisor’s Home Page (PODs)
• My Tasks
– A snapshot of user tasks from the My Tasks list page
• Work Queues
– Work queues to which the user is subscribed
• My Work Queues
– The work queues a supervisor is responsible for
• Assigned Workload
– A supervisor’s view of users who report to them and their
current assigned workload totals
• My Organization Units
– A supervisor’s view of tasks for each organization unit to
which they are assigned
Slide 7
My Tasks Pod
• The purpose of the My Tasks Pod is to allow
workers to view selected work.
• The My Tasks Pod contains a subset of the entire
list of tasks that the supervisor is assigned to work.
• The entire list is found on the My Tasks page on
the Inbox tab.
• The Inbox is were all users should manage their
task work.
• The pod displays the total number of tasks in the
Slide 8
Work Queues Pod
• The purpose of the Work Queues Pod is to display
the list of work queues to which the user is
• From this pod, a worker may perform the Get Next
Task function to retrieve the next task from the
• The Work Queues link takes the user to the My
Work Queues page in the user’s Inbox section.
Slide 9
My Work Queues Pod
• The purpose of the My Work Queues pod is to
provided supervisors a view into the work queues
they are responsible for managing.
• The view into the work queues allows supervisors to
compare tasks that are not reserved by the team
against the number of team members who may
reserve tasks.
• The work queue name is hyperlinked and will take
the user directly to the specific work queue tab.
• A filter allows a view of user subscribed queues or
organizational subscribed queues.
Slide 10
Assigned Workload Pod
• The purpose of the Assigned Workload Pod is to
provide supervisors with a list of users who are
currently reporting to them.
• The supervisor should review this pod and identify
any users missing from their assigned workload.
• The Assigned Workload Pod drives the reports.
• The users list in the pod links directly to the user
Slide 11
Assigned Workload Pod (continued)
• The assigned total in the workload includes:
Integrated cases
Product delivery cases
Service Plans (Outcome Plans)
• The My Users link navigates to the full list page for
all the of the users and displays a picture of all
open cases, reserved tasks, and assigned tasks.
Slide 12
My Organization Units Pod
My Organization Unit pod displays the
organization unit that the supervisor is assigned to
along with all users and their open tasks.
• The My Organization Unit is a hyperlink that
navigates to the organization unit.
• From this page, users may toggle down to view a
list of the organization unit details page:
– Assigned Workload
– Email Address
– Telephone Number
Slide 13
The Supervisor Workspace
• Understanding work queues and tasks starts with
understanding the supervisor’s workspace.
• The supervisor workspace is designed to help
supervisors monitor and manage the work
assigned to their users and work queues.
• Although the supervisor may perform casework,
the primary role of the supervisor in NC FAST is to
manage work.
Slide 14
Four Workspaces Available
User Workspace
Case Workspace
Organizational Unit Workspace
Work Queue Workspace
Slide 15
User Workspace
User Workspace
• All eligibility users have a workspace.
• The workspace enables the supervisor to oversee
the work of a user and manage the user's tasks.
The User Workspace has nine tabs:
Case Approvals
Evidence Approvals
Work Queues
Working Patterns
Slide 16
User Workspace Home Tab
The Home Tab displays:
– the user work queue subscriptions
– the assigned organizational unit membership
• From the list of work queues the supervisor may
link to view each work queue work space.
• The supervisor, if the administrator of the work
queue, may unsubscribe the user from the
• From the list of organization units the supervisor
may link to view each organizational unit work
Slide 17
User Workspace Home Tab (continued)
From the Home Tab, the supervisor may view tasks
due for the user within a week or view tasks due
within the next month.
The action menu allows the supervisor to:
• Subscribe the user to a work queue (must be the
work queue administrator)
• Reassign Cases
• Update New Skills and New Working Patterns if
Slide 18
Work Queue Workspace
• Home Tab indicates all users subscribed to the
work queue.
• Assigned Tasks tab lists all the tasks that are
available to be assigned.
• Reserved Task tab lists all tasks that have been
reserved or pulled from the work queue by a user.
• The tasks in the Assigned Task tab and the tasks
in the Reserved Task tab equal the total tasks in
the work queue.
Slide 19
Managing Assigned Tasks in the Queue
• Tasks not already reserved by a worker are
displayed in a list on the Work Queue Assigned
Tasks page.
• The tasks in the queue may be viewed and
reserved to a user.
• The tasks may be reserved for users who report
directly to their supervisor or the tasks may be
reserved for other users within the eligibility unit(s).
Slide 20
Managing Assigned Tasks (continued)
• Multiple tasks may be reserved for a
user using the reserve task functionality
with multi-select.
• Tasks may be reserved for users who
report to a particular supervisor.
• Tasks may be reserved to any user in
the eligibility units by performing a
search for the user.
Slide 21
Managing Reserved Tasks
• The Reserved Tasks tab displays a bar chart of the
users who have reserved tasks from the queue
• For each user, the graph displays two bars
– An orange bar showing the number of reserved open
– A green bar showing the number of reserved deferred
• The supervisor may click on each bar to display
the list of tasks for that bar, at the bottom of the
• From the list of tasks, the supervisor may toggle to
display the task detail, or perform the following
actions for the task:
– Forward, Reallocate, Reserve For, Un-reserve, Defer,
Restart, Add Comment, Close Task
Slide 22
Slide 23

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