My work, tasks and the exception queue

Staff spend their time on exceptions; the Work menu is where those exceptions wait.

My work

Work > My work lists everything waiting for you, most pressing first. Each claim, complaint, service request and exception gets a score from 0 to 100 with its reasons: how close the deadline is, severity or triage, money at stake, fraud signals and how long it has waited. The tiles show your load, tasks due today, approvals waiting for you and exceptions for your team.

Tasks

Work > Tasks is a board with four columns: To do, Doing, Waiting and Done. Drag a card, or use its arrows. Switch between My tasks, My team and Everyone.

• New task: give it to yourself, a person, or whoever in the team has most room.
• Team load shows each member's open tasks, claims and exceptions against their capacity.
• Balance the team moves tasks not yet started from anyone over capacity, or away, to the member with most room.

Each user's capacity, absence dates and delegate are set under Settings > Users.

The exception queue

Work > Exception queue collects what automation could not finish: missed or close deadlines, failed workflows, straight-through exceptions, documents and AI results to check, and integration problems. Open the record from the item, then Resolve (say what was done) or Dismiss (say why nothing was needed). The same problem is never queued twice while open.

Service deadlines

Automation > Service levels sets how long a record may stay in some statuses, for example "decide new claims within 24 working hours". The clock counts working hours on the business calendar (working days, hours and public holidays, under Automation > Business calendars). A warning is raised at the percentage you choose, and a breach goes to the queue and to the escalation team.

Away and delegation

While someone is away, approvals waiting for them can be decided by their delegate, and no new tasks are given to them. An approval step can also escalate: if nobody decides within the hours set on the approval chain, a second team is asked as well.