Case Worklog

Overview

Located under Data Capture tab in the ControliQ main menu the Case Worklog allows you to capture the work you complete each day. It allows you to record effort against specific cases and capture the other activities you complete such as meetings or training that might not directly relate to a case.

Set Work Location

Allows you to set your working location, either Office or Remote.

If Work Location is a mandatory function for the workgroup you are capturing data for you will need to select a working location before you can capture any core or diverted work. Once set the work location can not be amended via the Case Worklog.

Flexitime / Overtime

Allows you to capture when your working day is different to your contracted hours through use of Flexitime or Overtime.

Calendar Function

By default, your Case Worklog will open for the current day. You can change the date you are viewing or capturing data for using the backward and forwards arrows or by clicking on the date to open the calendar function.

Interval

Use the HRS and MINS buttons to change between hours and minute's view.

Staff Complement

Displays your contracted working hours for the date you have selected. .

Time Logged

Displays how much work you have logged for the date selected..

Time Balance

Displays how much work you have left to log to account for your full working day.

A negative value indicates you have not yet accounted for all of your time.

A positive value indicates you have captured more work that working hours.

Activities

Clicking one these 4 tabs will allow you to capture time against the tasks and activities link to them for the team you are currently working for.

 

If you are accessing the Case Worklog using a manager account, it will display a drop-down menu for you to select one of your team members and then display the local time of that team member based on the time zone selected during setup.

 

When capturing your time in the Case Worklog you have 2 options you can either set the start and end time of each task and activity when you complete it or use the In Progress function to time how long you spent on each task or activity.

 

You can enter the Start and end time of the activity when you have completed it by updating these fields. By default, the Start time will be set to the end time of the last activity and the end time will be set to the current time. These can be edited by overtyping the default value with the correct time.

Once you have made your selections click Save. The entry will then appear in your Worklog.

 

The In Progress option allows you to select a task or activity to complete and then time how long you spend working on it.

Once you click on the Start button the task or activity will appear in your worklog

 

Selecting the button in your worklog will prompt the End This Activity dialogue box to appear.

Please Note! You will not be able to start another task or activity until you have ended the current In Progress activity.

 

 

 

 

To capture information about the core work you are completing click on the Core tab and select the case that the work relates to.

You can refine the cases that are displayed using a number of options:

Search

Enter a full or partial case ID to refine the list of displayed cases.

Click the X button to clear your search

Filters

Allows you to refine the list of displayed cases based on case attributes such as Category and Type or SLA.

Display Cases

Allows you to refine the list of displayed cases based on ownership

  • Assigned cases will display cases assigned to you.

  • Owned by Workgroup will display cases owned by the workgroup you have selected in the hierarchy selector.

  • Assigned to Workgroup Users will display cases assigned to any team member linked to the Workgroup you have selected in the hierarchy selector.

  • All Workgroups will display cases owned by all the Workgroups that you have permission to access.

By SLA Date

Filtering by SLA Date will display the cases in order of their due date (SLA) with those due soonest appearing first, as well as sort cases by oldest or newest first.

Pinning

Pin cases lets you select the specific cases you want displayed. Find the cases that you would like displayed and then pin them using the icon, once pinned the pin icon will display as solid blue.

You can then refine the list of cases displayed by clicking the View Pinned Cases button .

Pinned cases will remain pinned until you de-select the feature by clicking on the icon.

Once you have refined the list of cases to be displayed you can see an overview of the case details for each case that appears in the list.

 

Once you have found the case you will be working on to capture effort against it select the button. This allows you to capture information relating to the task you are completing, the time you started and ended this activity and the volumes you processed for each specific case.

Please Note! If the button appears grey this is because the case is owned by a different workgroup and you must select that workgroup in the hierarchy selector to capture effort against this case. Placing your cursor over the button will confirm the workgroup you need to select.

 

This will display the Core Tasks dialogue box where you can capture your information.

Stage

This reflects the case stage that the core task you are about to complete relates to. By default, this will be set to the current case stage, but you can edit it if the work you are completing relates to an earlier or later stage.

If the team you are working for do not utilise the Stages function this field can remain blank

Core Task

Select the relevant core task from the drop-down menu. This list will only display tasks that relate to the type of cases you are working on.

Units

Select the number of this task that you are planning to complete. This can be amended later if you process more or less than you thought you would.

Start Time

By default, the Start Time will display as the end time of the last activity you logged. If this is your first activity of the day you will need to set this time manually to the time you began your shift.

End Time

By default, End Time will display as the current time based on the time zone allocated to you during setup.

Duration

You can also change the Duration. This will amend the End Time of the activity based on the Start Time and the number of minutes you enter in Duration.

In Progress

The In Progress option allows you to select a core task to complete and then time how long you spend working on it.

Tags

If the workgroup are utilising Task Tags you can add a Task Tag to the core task here. The drop-down menu will display any Task Tags linked to the selected core task.

If the In Progress feature is being used Task Tags will need to be added once the task is complete via the Edit option.

Cancel / Save

Selecting Cancel will remove the selections you have made and close the dialogue box.

Selecting Save will save your selections and the task will appear in your worklog.

 

Once you have made your selections click Save. The entry will then appear in your Worklog

 

 

To capture information about the Diverted activities you are working on select the Diverted tab and click the + button next to the Diverted header.

This will open the Diverted dialogue box where you can capture information about the Diverted activities you have worked on.

Diverted Task

Select the relevant diverted task from the drop-down menu. This list will only display tasks that are linked to the workgroup you are currently capturing work for.

Start Time

By default, the Start Time will display as the end time of the last activity you logged. If this is your first activity of the day you will need to set this time manually to the time you began your shift.

End Time

By default, End Time will display as the current time based on the time zone allocated to you during setup.

Duration

You can also change the Duration. This will amend the End Time of the activity based on the Start Time and the number of minutes you enter in Duration.

In Progress

The In Progress option allows you to select a diverted task to complete and then time how long you spend working on it.

Tags

If the workgroup are utilising Task Tags you can add a Task Tag to the diverted task here. The drop-down menu will display any Task Tags linked to the selected diverted task.

If the In Progress feature is being used Task Tags will need to be added once the task is complete via the Edit option.

Cancel / Save

Selecting Cancel will remove the selections you have made and close the dialogue box.

Selecting Save will save your selections and the task will appear in your worklog.

 

To capture a break, select the Break tab and click the + button next to the break header.

This will open the Break dialogue box where you can capture information about your break.

Start Time

Select the relevant diverted task from the drop-down menu. This list will only display tasks that are linked to the workgroup you are currently capturing work for.

End Time

By default, End Time will display as the current time based on the time zone allocated to you during setup.

Duration

You can also change the Duration. This will amend the End Time of the activity based on the Start Time and the number of minutes you enter in Duration.

In Progress

The In Progress option allows you to select break and then time how long you spend away from working.

Cancel / Save

Selecting Cancel will remove the selections you have made and close the dialogue box.

Selecting Save will save your selections and the task will appear in your worklog.

 

 

To capture Downtime, you must have your home team selected in the hierarchy selector, you cannot capture Downtime for a team you are loaned to. Select the Downtime tab and click the + button next to the Downtime header.

Select the Downtime Category from the drop-down menu and enter the Start and end time of your Downtime.

Downtime

Select the Downtime Category from the drop-down list. This list will display all the Downtime categories linked to your team. You can only capture Downtime against your home team.

Start Time

By default, the Start Time will display as the end time of the last activity you logged. If this is your first activity of the day you will need to set this time manually to the time you began your shift.

End Time

By default, End Time will display as the current time based on the time zone allocated to you during setup.

Duration

You can also change the Duration. This will amend the End Time of the activity based on the Start Time and the number of minutes you enter in Duration.

In Apply to Additional Days

If you are going to be away for more than 1 day you can use the Add additional days option to capture the entire period, you will be away.

Select the Apply to Additional Days check box and then enter the first and last date of your Downtime.

Please Note! The Duration will apply to the entire period of Downtime you have selected. If you do not work the same number of hours everyday you will need to manually amend the dates where your working hours are different to the Duration entered here.

Tags

If the workgroup are utilising Task Tags you can add a Task Tag to the downtime category here. The drop-down menu will display any Task Tags linked to the selected downtime category.

If the In Progress feature is being used Task Tags will need to be added once the category is complete via the Edit option.

Cancel / Save

Selecting Cancel will remove the selections you have made and close the dialogue box.

Selecting Save will save your selections and the task will appear in your worklog.

 

 

 

 

As well as capturing effort against existing cases you can also create new cases from the Case Worklog.

To create a new case, click the icon next to the Cases header.

This will prompt the new case dialogue box to open.

 

Case ID

Required Field – Enter the case reference number or ID here. This must be unique to this case.

Description

Optional Field – If enabled you can enter further case details here.

Owner

Required Field – Select the workgroup that owns the case from the drop-down menu. The Category drop-down menu will then populate with the Categories linked to the selected workgroup.

Category

Required Field – Select the Category from the drop-down menu. You will see all the Categories linked to the Workgroup you have set as the case owner.

Type

Required Field - Once you have selected the Category the Type drop-down menu will populate with the Case Types linked to the Category you have selected.

Assignee

Optional Field – You can assignee the case to a team member using this drop-down. The team members within the Workgroup selected as the owner will be displayed.

Status

Required Field – Select the current Status of the case using the drop-down menu, this should be set to Open. If you select Pending or Closed, you will need to re-open the case before effort can be booked against it.

Stage

If Stages are enabled, you will also need to select the current Stage of the case from the Stages Drop-Down menu. This will list the Stages linked to the Case Type you have selected.

SLA Start Date

Required Field – The SLA Start Date will default to the current day but can be edited using the calendar function if required.

SLA End Date

Optional Field - If SLA’s have been linked to the Type of case, you are creating you the SLA End Date will automatically populate based on the Start Date and SLA linked. You can also manually enter the date this case must be closed by to meet SLA using the calendar function.

Estimated Effort

Optional Field – If Estimated Effort is enabled this will automatically populate with the estimated effort required to complete a case of this type based on historical data. The historical date ranges used to estimate the effort will be past 30,60 or 90 days based on the value selected during setup of the Case Type.

You can also manually add a value here by typing the estimated hours to complete the case directly into the cell.

Save and add new / Save

Selecting Save and Add New will save the case you have just created and open another case creation form for you to begin creating another case.

Selecting Save will save the case you have just created and return you to the Case Worklog.

Click save and you will now be able to search for and capture effort against the case.

 

 

At the end of your working day, you should check that the data you have captured is accurate.

Start by reviewing your key metrics at the top of the Worklog.

Do the key metrics reflect your day:

  • Does your Time Logged match your Staff Complement? If not that would indicate that you have worked more or less hours than you were contracted to. Is this correct, if not you have likely forgotten to capture some of the work you have completed or have not captured it accurately.

  • Is your Time Accounted for showing 0.0? If not is there some Overtime, Flexitime or Downtime that you have forgotten to enter.

Also review your Casework Worklog timeline and check that the duration and units captured for your work are correct. If any entry is incorrect, you can amend it by clicking on the 3 dots next to the relevant task or activity and selecting edit. You will not be able to edit your data if you have an In Progress task.

 

Amending the End time of an activity will amend the Start Time of the activity after, and you will see a warning message advising you of this.