Workload Reassignment

The Workload Reassignment utility allows you to reassign work (policies/lines, activities, tasks, and client accounts) from one employee to another, or reassign activities to a Work group. Only contracted policies on active accounts that have not been cancelled are updated when you perform a reassignment.

Once you access the reassignment utility, set up criteria for the reassignment and preview the reassignment to verify the work that will be reassigned before running the utility.

Important! There is no way to undo a reassignment, other than to access each reassigned item and change its owner manually. Creating a full backup of your data before running this utility is strongly recommended. Additionally, make sure to preview each reassignment before you run it.

Accessing Workload Reassignment

1. To access Utilities from the Home screen, do one of the following:
   
   • Click Utilities on the navigation panel.
   • Click Areas > Utilities on the menubar.
   • Click the down arrow next to Home on the options bar and select Utilities.

From any other area of the program, do one of the following:

• Click Areas > Utilities on the menubar.
• Click the down arrow next to Home on the options bar and select Utilities.

2. Click Reassign on the navigation panel or Areas > Reassign on the menubar.
3. Click Workload Reassignment on the navigation panel.

Define Workload Reassignment Criteria

1. To add a new reassignment, click the Add button.
2. Enter a Description.
3. To select the employee to whom you wish to reassign the workload, click the Add button under Reassign To. You will select the employee(s) whose workload you are reassigning to this person in a later step.
4. The Reassignment Detail screen displays. Indicate whether the Who/Owner is an Employee or Work group and then select an employee or work group.
   • If the Who/Owner is an employee, click the lookup button in the Reassign to field to select the employee to whom to allocate the work. If you prefer not to reassign the workload to anyone, select the Reassign to blank checkbox.
     1. The Available Employees pop-up displays. Select the Name or Employee code radio button.
     2. Enter the employee's name or lookup code in the Locate field, depending on your Locate By selection.
     3. Click the Locate button.
     4. Highlight the employee in the list and click the Finish button. The employee populates the Reassign to field.
   • If the Who/owner is a work group, select it from the Work group dropdown menu.

5. Choose one of the following options from the Reassignment type dropdown:

   • Activity: Reassign open activities from another employee or work group to the selected employee or work group.

     The following criteria are available in the Criteria Selections list:

     • Activity Code

     • Current Who/Owner: Employee

     • Current Who/Owner: Work group

     • End Date (Range)

     • Follow Up/Start Date (Range)

     • Priority

   • Activity Code: Reassign activity codes defined in Activity Code Configuration that have an owner type of Specific Person defined on the Basic Settings tab.

     The following criteria are available in the Criteria Selections list:

     • Activity Code

     • Current Who/Owner – Specific Person

   • Claim: Reassign open claims from another employee to the selected employee.

     The following criteria are available in the Criteria Selections list:

     • Account Code (Range)

     • Account Name (Range)

     • Agency

     • Branch

     • Claim Code

     • Current Employee in Role

     • Department

     • Employee in Other Roles (based on the Servicing tab of Claim Detail): This criterion is similar to Current Employee in Role, but it allows you select claims for reassignment with an additional layer of precision by specifying employees in an additional servicing role. This criterion only reassigns claims with the selected employee(s) in the servicing role selected for Current Employee in Role criterion and the selected employee(s) in the servicing role selected for this criterion. Any claim that does not meet both of these conditions will not be reassigned.

     • Issuing Company

     • Issuing State

     • Line Effective Date

     • Line Expiry Date

     • Line Service Summary Stage

     • Line Type

   • Client: Reassign servicing roles on the Account Detail screen from another employee to the selected employee.

     The following criteria are available in the Criteria Selections list:

     • Account Code (Range)
     • Account Name (Range)
     • Agency
     • Branch
     • Client Type (Insured, Prospect, Both)
     • Converted Date
     • Current Employee in Role
     • Employee in Other Roles (based on the Servicing tab of Client Detail): This criterion is similar to Current Employee in Role, but it allows you select clients for reassignment with an additional layer of precision by specifying employees in an additional servicing role. This criterion only reassigns clients with the selected employee(s) in the servicing role selected for Current Employee in Role criterion and the selected employee(s) in the servicing role selected for this criterion. Any client that does not meet both of these conditions will not be reassigned.
     • Entered Date
   • Company Interface Activity Defaults: Reassign Default Who/Owner displayed on the eDocs & Messages tab in Company Interface Configuration from another employee to the selected employee.

     The following criteria are available in the Criteria Selections list:

     • Current Who/Owner

     • Issuing Company

   • Default Task: Reassign the specific Who/Owner on activity codes as they display on the Tasks tab in Activity Code Configuration.

     The following criteria are available in the Criteria Selections list:

     • Activity Code
     • Current Who/Owner – Specific Person
   • Line of Business: Reassign policy servicing roles.

     The following criteria are available in the Criteria Selections list:

     • Account Code (Range)
     • Account Name (Range)
     • Agency
     • Agency First Written
     • Branch
     • Current Employee in Role
     • Date Line Entered
     • Department
     • Employee in Other Roles (based on the Servicing/Billing > Line > Servicing tab of Policy Detail): This criterion is similar to Current Employee in Role, but it allows you select lines of business for reassignment with an additional layer of precision by specifying employees in an additional servicing role. This criterion only reassigns lines of business with the selected employee(s) in the servicing role selected for Current Employee in Role criterion and the selected employee(s) in the servicing role selected for this criterion. Any line of business that does not meet both of these conditions will not be reassigned.
     • Issuing Company
     • Issuing State
     • Line Effective Date
     • Line Expiry Date
     • Line Service Summary Stage
     • Line Status
     • Line Type
     • Profit Center
   • Service: Reassign open client contract services that have specific employees in servicing roles.

     The following criteria are available in the Criteria Selections list:

     • Account Code (Range)
     • Account Name (Range)
     • Agency
     • Branch
     • Current Employee in Role
     • Department
     • Employee in Other Roles (based on the Servicing tab of Service Detail): This criterion is similar to Current Employee in Role, but it allows you select services for reassignment with an additional layer of precision by specifying employees in an additional servicing role. This criterion only reassigns services with the selected employee(s) in the servicing role selected for Current Employee in Role criterion and the selected employee(s) in the servicing role selected for this criterion. Any service that does not meet both of these conditions will not be reassigned.
     • Expiry Date
     • Inception Date
     • Profit Center
   • Task: Reassign open tasks on an activity from another employee to the selected employee.

     The following criteria are available in the Criteria Selections list:

     • Activity Code
     • Activity Who/Owner
     • Current Owner
     • Due (Range)
     • Start (Range)
   • Workflow: Reassign suspended myEpic workflows from another employee to the selected employee.

     The following criteria are available in the Criteria Selections list:

     • Account Code (Range)
     • Account Name (Range)
     • Current Owner
     • Resumed Date
     • Start Date
     • Suspend Date
     • Workflow Name
6. If you chose Claim, Client, Company Interface Activity Defaults, Line of Business, Service, or Workflow, choose a Reassignment Role.
7. To select the employee(s) whose workload is being reassigned to the employee you selected in step 4, click on a criterion in the Criteria Selections list. Depending on your selections, the person from whom you are reassigning the work may be referred to as one of the following:
• Current Owner - Specific Person
• Current Who/Owner - Specific Person
• Current Employee in Role
• Current Who/Owner
• Current Owner

8. Reassignment criteria display in the Criteria Selections list based on the Reassignment type selected above and default to None Selected or a similar value. You may click the Default to All Selected link label to default all criteria to All (rather than Selected). Since the reassignment cannot be undone, however, it is best to review each criterion and ensure that your selections are accurate.

   For each criterion, select either the Include selections or Exclude selections radio button. The Include Selections option filters items using the criteria in the Selected list. The Exclude Selections option filters items using the criteria in the Available list.

   All criteria options default in the Available list. Choosing Include selections includes all options for the selected criterion. Choosing Exclude selections excludes all options for the selected criterion. Use the up arrow and down arrow buttons to move options between the Available and Selected lists.
   Note: Use the double arrow up and double arrow down buttons to move all options.

   Set a range (either alphabetical or dates) or select [Open] to [Open]. If necessary, use the Search where options to narrow the list of results.

9. If desired, click the Exclude Inactive link label. This excludes inactive items and entities for the selected criterion. You can also change it back to Include Inactive if you wish to include inactive items and entities.
10. Once you have defined all options for the necessary criteria, click the Finish button to return to the main Workload Reassignment screen.

11. Choose a time to run the utility. Running it when no other users are in the system is recommended. The Scheduling radio button defaults to Now, but you can elect to schedule the utility to run after normal business hours so that it does not encounter locked items or accounts.

    1. Select the Schedule radio button.
    2. Choose a date.
    3. Enter a time.

    Note: There is no way to undo the reassignments other than accessing the reassigned items and manually changing the entities back to the entities originally selected. If a reassignment turns out to be incorrect and is too extensive to be corrected manually, a data restoration may be needed. To prevent data loss, you may wish to run the Workload Reassignment utility at the beginning of the day, after your system has been backed up and before any users have accessed it.

12. Click Finish when you have defined all necessary criteria for the Workload Reassignment.

Select the Delivery Options

In Delivery Options, specify who will receive a report listing the items reassigned (as well as any failures that occurred) and how the report will be delivered. The report serves as a notification that items were reassigned, and recipients can also use it to validate the reassigned items. Click the Delivery Options tab.

Your own user account information defaults in the Report Recipients section, and Print defaults as the distribution method. You can change this default or add additional recipients if necessary. If you email the report, the file is attached as a PDF.

• Edit the default recipient
  1. To change the delivery options for your own copy of the report, click the Edit button.
  2. If necessary, update the Printer selection.
  3. To deliver a printed copy of the report, click Finish.
  4. If you prefer to deliver the report via email, do the following:
  1. Delete the printer name from the Printer field.
  2. Select the Email address associated to the employee account from the dropdown menu.
  3. Click Finish to return to the Delivery Options tab.
  4. On the Delivery Options tab, enter a Subject for the email. Optionally enter a Message.
  5. Select a sender address from the From email dropdown menu.
  6. Click Finish.
  5. If you prefer to deliver the report via fax, do the following:
  1. Select the Fax # associated to the employee account from the dropdown menu.
  2. Click Finish to return to the Delivery Options tab.
  3. On the Delivery Options tab, enter a Subject for the fax. Optionally enter a Message.
  4. Optionally select a Cover Page from the dropdown menu. Click the Preview link label to view the selected cover page.
  5. Select a different Language for the cover page if necessary.

  Note: You must set up a Cover page in all desired languages in Fax Cover Page Configuration to make these languages available for selection from this dropdown menu.

  6. Click Finish.
• Add a new recipient
  1. Click the Add button.
  2. Click the lookup button in the Employee field.
  3. The Available Employees pop-up displays. Select a radio button to search for employees by Name or Employee code.
  4. Enter the employee’s name or lookup code in the Locate field (depending on your Locate By selection).
  5. Click the Locate button.
  6. Highlight the employee in the list and click Finish. The employee populates in the Employee field.
  7. Print is the default distribution method. To deliver a printed copy of the report, click Finish or Add (to add more recipients).
  8. If you want to distribute the report by email or fax instead, delete the printer name from the Printer field.
  9. If you prefer to deliver the report via email, do the following:
  1. Select the Email address associated to the employee account from the dropdown menu.
  2. Click Finish to return to the Delivery Options tab.
  3. On the Delivery Options tab, enter a Subject for the email. Optionally enter a Message.
  4. Select a sender address from the From email dropdown menu.
  5. Click Finish or Add (to add more recipients).
  10. If you prefer to deliver the report via fax, do the following:
  1. Select the Fax # associated to the employee account from the dropdown menu.
  2. Click Finish to return to the Delivery Options tab.
  3. On the Delivery Options tab, enter a Subject for the fax. Optionally enter a Message.
  4. Optionally select a Cover Page from the dropdown menu. Click the Preview link label to view the selected cover page.
  5. Select a different Language for the cover page if necessary.

  Note: You must set up a Cover page in all desired languages in Fax Cover Page Configuration to make these languages available for selection from this dropdown menu.

  11. Click Finish or Add (to add more recipients).

Preview the Workload Reassignment

There is no way to undo a reassignment, other than to access each reassigned item and change its owner manually. For this reason, previewing the reassignment to verify the changes before running it is strongly recommended.

1. Click Actions > Preview Workload Reassignment on the options bar or menubar.
2. The Print Preview screen displays. Review the report to verify the Workload Reassignment criteria.

   Click Page Setup to specify the print parameters or select a different printer for the report. Complete this window as you would for any other document.

   Change the Zoom percentage to change the size of the document on the screen for easier viewing.

   Click the Single Page View , Double Page View , and Multiple Page View buttons to specify the number of pages that should display on the screen.

   Use the First Page, Next Page, Previous Page, and Last Page buttons to scroll through the pages on the screen, or enter the desired page number in the field provided and press [Enter].

   Click the Print button to print the reassignment. The Print window displays. Print the reassignment as you would any other document.

   Click Close to exit the screen without printing the reassignment.

Run the Workload Reassignment

Before running the Workload Reassignment, make sure you have previewed it to verify the changes that will be made. You cannot undo a reassignment.

1. Click Actions > Run Workload Reassignment on the options bar or menubar.
2. When the reassignment is complete, a report listing the reassigned items (as well as any failures) is sent to any recipients designated on the Delivery Options tab.

Additional Actions

You can perform the following additional actions from the Workload Reassignment list.

• Edit a Reassignment

  You can edit a reassignment to modify its Description, Criteria Selections, or Delivery Options. If you modify criteria, preview the reassignment again before running it.

  1. Select the reassignment.
  2. Click the Edit button  to the left of the list.
  3. Revise the Description if necessary.
  4. To modify the criteria, follow the instructions in the Define Workload Reassignment Criteria section above.
  5. Click Finish.
  6. If you modified the criteria, click Actions > Preview Workload Reassignment and review the updates carefully before continuing.
• Delete a Reassignment

  You can delete a reassignment if you are sure it is no longer needed.

  1. Select the reassignment.
  2. Click the Delete button to the left of the list.
  3. You are prompted to confirm the deletion. Click Yes.
• On Demand Employee Workload Report

  The On Demand Employee Workload Report displays all items currently assigned to your employees. This report can assist you in identifying items to be reassigned.

  1. To run the report, click On Demand > Employee Workload Report on the options bar or menubar.
  2. Do one of the following:
  • Select the All radio button to view assigned work items for all employees and click Preview.
  • Select the Selected radio button to view work items assigned to a specific employee.
  1. Click the Add button.
  2. Select a radio button to locate the employee by Name or Employee Code.
  3. Enter the first few characters of the Name or Employee Code and click Locate.
  4. Select the employee and click Finish.
  5. Click Preview.
  3. The Print Preview screen displays. Review the report to verify the Workload Reassignment criteria.

  Click Page Setup to specify the print parameters or select a different printer for the report. Complete this window as you would for any other document.

  Change the Zoom percentage to change the size of the document on the screen for easier viewing.

  Click the Single Page View , Double Page View , and Multiple Page View buttons to specify the number of pages that should display on the screen.

  Use the First Page, Next Page, Previous Page, and Last Page buttons to scroll through the pages on the screen, or enter the desired page number in the field provided and press [Enter].

  Click the Print button to print the reassignment. The Print window displays. Print the reassignment as you would any other document.

  Click Close to exit the screen without printing the reassignment.