HotOperations Portal - Team Leader

v8.x and later

The Team Leader uses the HotOperations portal to allocate tasks for their team. For the Team Leader, the HotOperations portal includes several sub-pages.

Dashboard

The Dashboard page includes relevant charts and analytics for the work performance of the Team Leader's team, and includes the following visuals.

Visual
Description
Team Leader Dashboard Page
SLA Compliance
Number of tasks that were completed on time, divided by the total number of tasks allocated to the team. Displayed as a percentage.
Cost
Cost per case. The cost of the team from the beginning of the time period divided by the total number of tasks  allocated to the team.
Team Utilization
How much effort is allocated to an employee versus the employee's capacity for the period. By default, the employee capacity is eight hours a day.
Open Work
  1. Number of tasks by due date category.
    • Overdue
    • Due today
    • Due this week
    • Due this month
    • Other
  2. Number of allocated assigned 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 tasks the team closed in this period divided by the number of days.
  • Closed Today: number of tasks the team closed on that day.
  • Closed this week: number of tasks the team 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 tasks that the team closed on time versus tasks that the team closed after the due date.
Teams Leagues Table
Displays information for each team member.
  • Name
  • SLA
  • Workload
  • Closure Rate

Work Assignment Page

Team Leaders use the Work Assignment board to assign tasks to teams and team members in real-time. The dashboard includes predictive analytics, which provide the Team Leader with details about the impact of assignment. To allocate work, drag-and-drop cases from the Unassigned Work panel to the necessary Team queue or Employee queue. 

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

Team Leaders use the Tasks List page to view a list of dynamic tasks for a solution that is allocated to the team. If the Team Leader has multiple teams, the board displays the Team Leader's team first. The Team Leader can assign one or more tasks to team members by role or by member name. The Team Leader can also return work to the queue that team members already fetched.

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.

About this Article
  • Created: 03/29/2017 5:31 am EDT
  • Last updated: 07/10/2017 7:10 am EDT
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