Advanced Task Management Views and Interfaces by Role

The Advanced Task Management interface is tailored to each role, with different features and pages available depending on each role. Keep reading to explore each interface within Advanced Task Management, and how each permission role is able to access and edit each page.

For more information on Advanced Task Management roles and permissions, please visit: Roles and Permissions.

Overview and Navigation

Admin Navigation

When accessing Advanced Task Management in Neodeluxe as an Admin, users will see the pages Dashboard, Queues, and Tasks in the side navigation under Task Manager. Admins also have access to the Advanced Task Management Setup section in the Admin page to configure settings.

Supervisor Navigation

When accessing Advanced Task Management in Neodeluxe as a Supervisor role, users will see Dashboard, Queues, and Tasks in the side navigation under Task Manager.

Task Resolver Navigation

When accessing Advanced Task Management in Neodeluxe as an Supervisor role, Supervisors will see only the page Tasks in the side navigation under Task Manager.

Dashboard

Admin and Supervisor Dashboard View

Users with Admin and Supervisor permissions can access a comprehensive dashboard displaying task management metrics and performance insights for tasks, queues, and users. 

Queues & Tasks Metrics

In this dashboard, users can filter data reports by queue name or date ranges to view metrics including:

• • Total queues
  • Regular vs. escalation queues
  • Auto-assignment vs. manual assignment
  • Criteria triggered vs. task triggered
  • Queue priority breakdowns
  • Average tasks created per day
  • Total tasks
  • Resolved tasks
  • Unresolved tasks
  • Assigned tasks
  • Unassigned tasks
  • Average resolving time
  • Snoozed tasks
  • Average snooze time
  • Escalated tasks and their average resolving time
  • Task priority breakdowns

Additionally, the Tasks and Queues dashboard displays chart data based on day, week, or month for:

• Task Creation
• Task Metrics: Resolved, snoozed, and escalated

User Metrics

In this dashboard, users can view data and reporting for Advanced Task Management including:

• Overall user statistics
  • Total active users
  • Online users
  • Offline users
  • Online users without an assigned task
    • View the online users without a task and their respective downtimes
• Task Metrics filtered by one or multiple users and date including:
  • Tasks resolved
  • Average tasks completed per day
  • Average task resolution time
  • Change in task resolution (Month-over-month)
  • Change in task resolution (Week-over-week)
  • Change in task resolution (Day-over-day)
  • Chart data for Task Assignment Resolution over the last 10 days, weeks, or months of the date range
• Top performers vs low performer viewed by days, weeks, or months including:
  • User name
  • Tasks resolved and change in performance
  • Overdue tasks and change in performance
  • Snoozed tasks and change in performance
• Detailed current status of users' work including:
  • User name
  • Current task's project
  • Current task queue
  • Current task summary
  • Time in the task
  • Tasks completed today
  • Ability to export current status details as CSV, Excel, or Print

Task Resolver Dashboard View

Task Resolvers do not have access to the reporting dashboard.

Queues

Admin Queues View

In the Queues page, users with Admin roles can fully manage a list of all the existing Queues including the following details for each Queue:

• Queue Name
• Priority
• Queue Type
• Task Type
• Creation Date
• Is Active
• Status
• Tasks Created
• Labels

Users can tick the Show Inactive Queues checkbox to display the inactive queues in the list. Additionally, displayed information can be filtered using details like queue name, priority, labels, or date range.

Supervisor Queues View

In the Queues page, Supervisor roles can view a list of all the existing Queues and their details, but do not have the ability to edit or create them. When clicking on an existing queue, the user will access the details in view-only mode.

Task Resolver Queues View

Task Resolvers do not have access to the Queues page.

Tasks

Admin Tasks View

In the Tasks page, users with Admin roles can view and manage a list of all the existing Queues and related task details for each Queue:

• Queue name
• Project name
• Task status
• Escalation task
• Priority
• Due date
• Assigned user
• User status
• Times re-enqueued

Admins also have full access to editing existing tasks including manually assigning, re-assigning, snoozing, adding notes, or resolving.

Supervisor Tasks View

In the Tasks page, users with Supervisor roles can view and manage a list of all the existing Queues and related task details for each Queue, similar to the Admin permission. They also have limited access to editing existing tasks including manually assigning, snoozing, adding notes, or resolving.

Task Resolver Tasks View

In the Tasks page, users with Task Resolver roles can view and manage a list of the task queues assigned to themselves and related task details for each Queue. They also have the ability to snooze, resolve, or add notes to their tasks.

Advanced Task Manager Setup

Admins are the only roles with access to the Advanced Task Manager Setup. Supervisors and Task Resolvers will not see this page. In the Admin menu, Admins can access the Advanced Task Manager Setup page to manage the settings for Assignment Configuration, Labels, and Resolution Codes.

Assignment Configuration

Define automatic assignment rules By User Request or By defined period of time.

Labels

The Labels page allows Admins to create and manage labels including:

• Custom Labels: Create new labels, and edit, activate, or inactivate existing labels.

• Filevine Roles Labels: Admins can sync roles from Filevine, view the list of synced roles, and activate or deactivate the roles.
  NOTE: The synchronized roles will always include two Filevine roles for each: the Role Name and Role Name (1st), with the latter representing the primary position.

Resolution Codes

The Resolution Codes page allows Admins to configure resolution categories and groups.

• Resolution Codes: In this tab, Admins can create resolution codes and view existing resolution codes including: 
  • Name
  • Description
  • Category
  • Group
  • Is Active
  • Actions (Edit, activate, or deactivate existing codes)

• Resolution Codes Groups: In this tab, Admins can create new resolution code groups and view existing resolution code groups including: 
  • Name
  • Description
  • Is Active
  • Actions (Edit, activate, or deactivate existing codes)

Processes

The Processes page allows Admins to create processes for queues, and manage existing processes. The list displays the following information:

• Name
• Description
• Linked Queues
• Is Active
• Actions (Edit)