Automatic record assignment

To facilitate the smooth running of the intake process, records requiring manual intervention can be assigned automatically to intake processors, upon request. This is for them to easily see what they need to work on next, either at the start of their day or when their current task is complete.

Intake processors can open the top priority record from the records already assigned to them; if no record is assigned, they can request one by clicking the Open Next Record in the top right corner of the Intake Worklist.

Note:

The Open Next Record button is only displayed if auto-assignment is enabled in configuration.

Intake processors can also begin working on a record in the Intake Worklist or Intake Monitor. Once they have finished working on their record, the system automatically prompts them to begin working on the next available record or return to either the Intake Worklist or the Intake Monitor, depending on where they have originally begun working on the record .

While it is typically the responsibility of workflow managers to assign records to users or groups of users, they no longer have to triage and assign intake records individually or through a third-party tool, providing a significant increase in workflow efficiency and processing turnaround.

Note:

Workflow managers can still manually assign records. For more information, see Manage assignments as a workflow manager.

When it comes to automatic record assignment, the system prioritizes the records that are already assigned to a user. If the user has no records assigned, the system checks for records assigned to the group the user is part of. If the user group have no assigned records, the system automatically selects an unassigned record from the Intake Worklist using the following criteria:

• Seriousness: the primary criterion used by the Oracle Safety One Intake system.
• Intake date: the secondary criterion used by the Oracle Safety One Intake system, ensuring that the record with the earliest intake date is assigned first. This ensures that the SLA is adhered to.

Workflow managers and intake processors can also opt to assign intake records to themselves. As a workflow manager, you can select Actions on in the Intake Worklist, then select Open Next Record. As an intake processor, you can select Open Next Record from the top right corner of the Intake Worklist.

Whenever users select Open Next Record and there are no records requiring user intervention, the system notifies them of this.

If a record is unassigned by an intake processor, the system will not re-assign the record to the same intake processor. Instead, the record will be assigned to a different intake processor.