Voters 2
Add case assignment count field to top-level BIRT CNYC
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Mark Krosse |
pls add case assignment count field to top-level BIRT CNYC report
this might be a straight-forward Engage field extract in the batch feed to BIRT
I can send you the code if needed
Use Cases & Business Value
When chapter leaders triage their chapter CNYC, they need to know [at a glance] which mentors need intervention / retraining
Innocent Mentor: a case appearing 35 days aging is sometimes a case which has bounced 2 or 3 times; and the assigned mentor is innocent of procrastination
Underperforming Mentor needing intervention: a case at 35 days aged with assignment count 1 or less, is likely the assigned mentor's performance issue with intervention necessary by chapter leadership
PITA: Currently, chapter leadership has to manually dig through Engage case data requiring permissions to distinguish between the 2 use cases
Business benefit:
clients: improved conversion rate & mentoring cycle-time
vols: improved engagement: reduced harassment of innocent mentors by chapter leadership
chapter leaders: improved productivity in reduced admin PITA effort
Activity Newest / Oldest
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Gina Currence Alago
This also needs to also be a part of the larger conversation around capacity. Assignment information, as well as case status information, and days since last session/contact are all important parts of assignment, case, and capacity. If I have 10 cases assigned to me and they are all withdrawn the same day, maybe I have capacity, but maybe I have 10 other open cases that I'm working or perhaps not working. Trending data, some clean up processes, and a wholistic view of assignments, case status, session/contact information, pause information, etc. will get us closer to understanding capacity and bottlenecks.
Mark Krosse
this can be done with an Engage custom report; but I know better not to ask given the existing permissions hairball