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- Task Queue Management
- Process
- Queue assignment
Queue assignment
Move arrived work through an effective rule to a named owner and pending review.
Step by step
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Queue intake Queue Manager
Queue Manager checks the arrived queue, organization, priority, SLA due date and source record before selecting it.
- Identifies arrived work and its SLA date
- Updates Work queues, Queue tasks
-
Rule check Queue Manager
Queue Manager finds an active rule for the organization whose effective dates cover the case. An inactive person or expired rule needs correction before assignment.
- Selects an effective policy and eligible handler
- Updates Assignment rules, Organizations, People
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Assignment claim Queue Manager
The assignment workflow records the operation key and numbered steps, sets the owner and explains the choice on the queue. State history records the transition from Queued to Assigned.
- Records owner and durable trace
- Updates Work queues, Operation runs, Operation steps, State history
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Review handoff Independent Reviewer
A pending decision is raised for the selected revision, with a named Independent Reviewer.
- Creates a pending decision for the revision
- Updates Review decisions, Work queues
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Decision Independent Reviewer
Independent Reviewer checks assignment and evidence, then approves, returns or rejects with a reason and decision date.
- Records the independent outcome
- Updates Review decisions, Evidence documents
ApprovalA person approves before the work moves on.
Who does what
Roles and permissions- Queue Manager
- , Independent Reviewer, Queue Operator, Operations Analyst, Admin.
Set up Task Queue Management your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.