User Role: TE Lead and Manager

Assigned Steps / Work Queues:

Manager Review: Users will review cases and provide information needed for processing to continue.

Duplicate Check: Users will review the Duplicate work queue and confirm if the case should be processed or closed as a duplicate.

Optional Actions:

Create Case: Users can manually create a new case.

Reassign Case: Users can reassign a case from one user to another user of the same role.

Unassign Case: Users can remove a case from a user’s worklist and return it to the appropriate work queue.

Bulk Reassign/Unassign: Users can use this option to reassign or remove multiple cases from a user's worklist.

Available Reports:

Daily Receipt Summary Report: Users can view daily summaries, broken down by week beginning on Sunday and ending Saturday, by clicking the ‘Daily Receipts’ icon in the main menu.

Work Queue Inventory: Users can view the number of cases in each work queue.

Throughput Report (less than 30 days): Users can view cases that have been resolved within the last 30 days.

Throughput Report (31+ days): Users can view cases that have been resolved greater than the last 30 days.

Inventory by Status: Users can view the number of cases in each status.

Team Inventory Report: Users can view all non-resolved cases assigned to their direct reports (team).

Rejected Certifications Report: Users can view all rejected records within the last 30 days.

Inventory Aging Report: Users can view all non-resolved cases based on the date they were received in a specific age range.

Suspended Inventory Report: Users can view the non-resolved cases that are in suspense based on the date they were suspended.

Team Suspended Inventory Report: Users can view their direct reports and suspended inventory.

Reopened Case Summary Report: Users can view cases that have been reopened in the last 90 days, and the status of those cases.

Aged Records Report: Users can view the age breakdown of all cases in EFS Pega.

My Completed Cases: Users can view their completed cases.

Active Records and Certifications: Users can view the breakdown of uncontrolled and controlled records and certifications by age.