1. UX One Roles User Guide
  2. UX One: Team Case Load Page

UX One: Team Case Load Page

The Team Case Load page (P17007X/W17007XD) enables users to receive alerts regarding the number of cases opened today for their service team. The page also provides analytical information about case load, and provides easy access to programs and pages that enable the service agent manager to easily act upon the data they see on the page.

To access the UX One Team Case Load page, log in to the EnterpriseOne system using the Service Agent Manager role. When you log in with this role, the system automatically displays the Service Agent Manager page. Click the Team Case Load task on the springboard to access the Team Case Load page.

This graphic illustrates the Team Case Load page:

Team Case Load Page

Watchlist Alerts

These alerts are based on EnterpriseOne programs. By default, the alerts are set up to use queries that are based on delivered demo data. Each of these queries is associated with a specific program version. To use a different query or call a different program version, you can modify these queries or create new queries that better meet your requirements. Additionally, these watchlists have been set up with specific warning and critical threshold values. You can adjust these values to meet your requirements.

This table lists and describes the watchlist alerts that are available on the Team Case Load page:

Watchlist Alert

Description

Team Cases Opened Today

This alert tells users how many cases the team opened today.

This alert is based on the Work With Case program (P17500).

When you click the alert, the system displays the Work With Case Management form. The following form layouts are available:

  • Work With Tasks

The following grid formats are available:

  • Simple

For additional information about the programs associated with these watchlist alerts, see Entering Cases in the JD Edwards EnterpriseOne Applications Customer Relationship Management for Support Implementation Guide.

Charts

These charts are based on EnterpriseOne programs. By default, the charts are set up to render using queries that are based on delivered demo data. Each of these queries is associated with a specific program version. To use a different query or call a different program version, you can modify these queries or create new queries that better meet your requirements.

This table lists and describes the charts that are available on the Team Case Load page:

Component Title

Description

Incoming Case Load Per Period (P90CG53X/W90CG53XP)

Use this chart to view the number of incoming cases per period for each assignee on your team.

This chart is based on the One View Case Management Inquiry program (P90CG530).

Additionally, you can use the drop-down menu at the top of the chart to change the data that the system displays. You can select one of these options:

  • Assignee

  • Case Type

  • Provider Group

Avg Case Load (P90CG53X/W90CG53XB)

Use this chart to view the average case load per period.

This chart is based on the One View Case Management Inquiry program (P90CG530).

Additionally, you can use the drop-down menu at the top of the chart to change the data that the system displays. You can select one of these options:

  • Assignee

  • Provider Group

Case Distribution (P90CG53X/W90CG53XE)

Use this chart to view the case distribution across your team.

This chart is based on the One View Case Management Inquiry program (P90CG530). You can select one of these options:

  • Assignee

  • Status

Overdue Open Cases by Assignee (Top 10) (P90CG53X/W90CG53XJ)

Use this chart to view the top 10 assignees, based on the number of overdue open cases they have.

This chart is based on the One View Account Balance Inquiry program (P09217).

For additional information about the programs associated with these charts, see these topics in the JD Edwards EnterpriseOne Applications One View Reporting User Guide:

Springboard Tasks

You use tasks to access EnterpriseOne programs and other UX One pages. These tasks are included in a springboard on the page.

This table lists and describes the tasks on the Team Case Load page:

Task

Description

Case Management

Use this task to access the Work With Case program (P17500, ZJDE0001).

The following form layouts are available:

  • Work With Tasks

The following grid formats are available:

  • Simple

For additional information about the programs accessed by these task, see:

  • Entering Cases in the JD Edwards EnterpriseOne Applications Customer Relationship Management for Support Implementation Guide