Cssm Workload Monitor Tool
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CSSM Workload Monitor • Categorize emails: (Easy, Medium, Hard) • Outlook Macro collects all items on Mailboxes and exports database to Excel • Organize and Count cases by Category, Flag and CSSM agent • Represent statics Graphically on a bar colored Chart. • Sharepoint 2010 posts Chart on team’s Sharepoint accesible at any time with 1- click. • Updated hourly giving live workload status visibility. o This tool is intended to allow all team members and leads to monitor the CSSM Team’s overall live Workload status, providing the ability of balancing the amount of requests on each queue and distribute or delegate it among the team members more efficiently. o The Outlook’s macro will run automatically and the resultant report will feed and update the charts and post it on the Share point every hour.
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Transcript of Cssm Workload Monitor Tool
CSSM Workload Monitor
• Categorize emails: (Easy, Medium, Hard)
• Outlook Macro collects all items on Mailboxes and exports database to Excel
• Organize and Count cases by Category, Flag and CSSM agent
• Represent statics Graphically on a bar colored Chart.
• Sharepoint 2010 posts Chart on team’s Sharepoint accesible at any time with 1-click.
• Updated hourly giving live workload status visibility.
o This tool is intended to allow all team members and leads to monitor the CSSM Team’s overall live Workload status, providing the ability of balancing the amount of requests on each queue and distribute or delegate it among the team members more efficiently.
o The Outlook’s macro will run automatically and the resultant report will feed and update the charts and post it on the Share point every hour.
CSSM Workload Monitor
Volume Complexity Attendance
Emails
CSSM Workload Monitor
Emails
Current Proposed Categorization
Green Category: 1 hour or less Overall completion time- The request can be easily completed by the CSSM team and do not depends on any other team for completion.
Yellow Category: 1 hour to 1 day for Overall completion time- The request will demand a considerable amount of time but will be attended and completed within same day
Red Category: May take more than 1 day to complete- The request involves different activities and depends on different teams for completion or approval, the request may not be completed within the same day.
Use of Flags
All emails marked with a “Follow-up Flag” next to the Category color will have the status of “BEING WORKED” and will show on the report as Follow-up
Flow Chart
Developed Code
Implemented Code in Outlook
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xcel
Uploads to SharePoint
Link
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Results
CSSM
• Equal workload volumes• Faster email turn-around
time• Better work quality• Overview of workload from
CSSM team
Metrics
• Insight on willingness to help from each team member
• Volume of emails answered• Volume of green/yellow/red
requests received• Measurement of turn-
around time
Questions?
