Action List
The Action List page displays information about work orders which must be processed by call center agents. It provides information such as the current status, work order number, priority, creation, reporting, and the time stamp of a work order, as well as details about the technician's arrival, the store number, store name, and contractor. This page is primarily used by call center agents, although it can be made available for other roles.
You can view more information about a pending work order by referring to the Action List table fields as follows:
Status
A work order can be assigned any of the following statuses:
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Alternate Contractor: A work order is created and the alternate contractor is selected but no association is made .
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Assigned: A work order is assigned and accepted by a contractor but the job has not yet started. It is also possible when the previous situation applies and when the Response SLA or Fix SLA is overdue.
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In Progress: A work order has been started, still in progress, and the Fix SLA is overdue.
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No Contactor: A work order is not associated with a default contractor and requires an assignment.
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Pend Prov Notif: A work order is created with the preferred contractor's contact e-mail / fax and has not been sent to the contractor.
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Pend: A work order is created via the Call Center, Dashboard or Kiosk.
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Pend. Accept: A work order has been assigned to the e-mail / fax preferred contractor's contact but is not yet accepted by the contractor. Additionally, the Accept SLA is overdue.
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Service Incomplete: A work order has started but the job has been paused. Also, the Fix SLA is overdue.
WO#
Selecting a specific work order number will display detailed information.
Tagged
An x displays when a work order has been escalated. The system will display the reason for escalation, the reporter's name, and whether the order has been declined.
Escalation Reason
Provides the reason for escalation and any additional information. This can be configured by the client.
Filter and Sort the Action List
You can filter and sort work order data in the Action List as follows:
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To set filters, specify a Category, Provider Type, and Tag Type. If you do not want to specify one, select Unfiltered from the drop-down menu.
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To set sort preferences, click the relevant column heading in the table to sort by the default sort order or reverse sort.
Once specified, filters and sort preferences are saved for the duration of a session. When you log back into a new session, the system defaults to its original settings which display escalated work orders first, followed by work orders with the oldest creation date and time displayed at the top of the list.
Extended Action List View
The extended version displays additional detail in the table. To view hidden fields and display the full table, you must slide the scroll bar at the bottom and to right of the screen.
Configure the Action List
Depending on the role, you can configure the Action List to display or hide the table and also extend it. If you do not have access to the screen, contact your vx Suite representative.
