Daily staff routine

Start your shift #

1. Sign in and check the organization name. Open Overview / Patient access to see recent activity and waiting approvals or handoffs.
2. Open Review queue even if its badge is zero: failed and uncertain actions are also listed on that page.
3. Investigate uncertain provider outcomes before submitting a replacement request.
4. Review waiting approvals against the complete conversation and required details.
5. Handle staff handoffs through your normal operating process; mark them handled after the work has actually been addressed.
6. If you administer routing, update manual staff availability in Routing & staff and save the controls.

Review the quality of conversations #

1. Use Conversations to filter the relevant channel or agent.
2. Open a conversation and compare the caller request, gathered details, decision trace, and action status.
3. Look for repeated missing information, incorrect approved answers, and unnecessary handovers.
4. If you have review permissions, record the observed result in Intelligence.
5. Share the evidence with an administrator who can change rules, knowledge, or provider setup. Record feedback alone does not apply those changes.

Before ending the shift #

• Confirm who takes over monitoring the Review queue; a named destination is not proof that someone accepted the work.
• Leave uncertain external results with clear provider evidence and a responsible follow-up person.
• Set staff destinations unavailable when they should stop receiving new handoffs, then save.
• Review any channel pause or agent change with the next staff team.
• Sign out on shared devices.

Choose a monitoring cadence that fits your service commitments. This application does not automatically schedule shifts or synchronize live staff presence.