HotOperations Portal - Operations Manager

v8.x and later

The Operations Manager uses the HotOperations portal to allocate work between teams. For the Operations Manager, the HotOperations portal includes several sub-pages.

Dashboard

The Dashboard page includes relevant charts and analytics for teams' work performance, and includes the following visuals.

Visual
Description
Operations Manager Dashboard Page
SLA Compliance
Number of cases that were completed on time, divided by the total number of cases. Displayed as a percentage.
Base and Actual Cost
Cost per case, based on the default operation setting (base), and the actual cost per case derived from the team utilization.
Team Utilization
How much effort is allocated to a team versus the team's monthly capacity. This is based on the value of the scmCaseEffort parameter.
Open Work
  1. Number of cases by due date category, based on the value of the scmCaseDueDate parameter.
    • Overdue
    • Due today
    • Due this week
    • Due this month
    • Other
  2. Number of allocated tasks versus unallocated tasks.
Work Closure Rate

Number of tasks closed every day from the beginning of the period, by category.
  • Average Closure: number of cases closed in this period divided by the number of days from the beginning of the period.
  • Closed Today: number of cases closed on that day.
  • Closed this week: number of cases closed in that week, inclusive.
Amount of Work Completed versus Overdue
For each day from the beginning of the time period, displays the number of cases that were closed on time versus tasks that were closed after the due date.
Teams Leagues Table
Displays information for each team member.
  • Name
  • SLA
  • Workload
  • Closure Rate

Work Allocation Page

Operations managers use the Work Allocation board to allocate cases between teams in real-time. To allocate work, drag-and-drop cases from the Unallocated Work panel to the necessary Team queue, or from team to team. When you drag a case to a different queue, an Impact window appears, which details the allocation impact on business outcomes, such as Cost and SLA. With these tools, Operations Managers can make informed decision on how to allocate case work between teams and people, which reduces the cost of work and improves business outcomes.

Tip: We recommend that you manage less than 25 teams on the Work Allocation page. Managing more cases might affect performance. If you need to manage more teams, use the Cases List or Tasks List.

Visual
Description
Operations Manager Work Allocation Page
SLA Compliance
Number of cases that were completed on time, divided by the total number of cases. Displayed as a percentage.
Base Cost
Cost based on the number of hours it should take to complete all cases for the month.
Predictive Cost
The predicted cost per month if teams continue to work on the current workload.
Teams Workload
The percentage that each team is utilized for case work, out of their available monthly work hours.

Tasks List Page

Operations Managers use the Tasks List page to view a list of dynamic tasks for a solution, and to allocate one or more tasks in the operation.

Click the three dot button next to a task to view available actions.

You can sort the tasks list columns:

  • Ascending: click the column once.
  • Descending: click the column twice.
  • Remove sort: click the column three times.

Cases List Page

Operations Managers can view a list of all cases and allocate those cases from the Cases List page. We recommend using the Cases List page when managing  high volumes of cases.