arolson
commented
4 years ago This will reduce workflow time, and would be more efficient than previous strategies we have used in the past such as self assigning. This would allow us to visually keep track of applications that are currently being worked on, and allow us to move onto those that need the attention.
Solution; we request a "In-Review" tag displayed next to username of DR, in all DR lists. The "In-Review" tag displays when a DR is opened by any Analyst (as in open on their monitor).
What problem is this trying to solve?
Analysts overlapping on DR reviews. Reducing impatient requests for support.
Who is the target audience?
Analyst Team & Support.
How do we define success and what metrics will we use?
Reduction of support tickets and Student/Faculty application time.
What are the other ways we could solve this problem and why is this the best one?
Assign Analysts sections of the queue which is more complex than it sounds.
How do we know if/when we're done?
AN "in-Review" tag appears next to DR, usernames on the DR lists (school, email domain, general).
Additional context
Currently Analysts are unable to concentrate on the oldest DR's efficently, we must separate the queue in sections through self assigning to prevent overlap. When assigning sections of the queue, only one Analyst can review the oldest DR's, while the other Analysts must take sections of the queue towards the newes