Daily operations
Review queue
Approve pending actions, handle staff escalations, and investigate failed or uncertain results.
Open this workspace pageThe three kinds of work
The navigation calls this Review queue; the page heading is Needs a person. Read all its sections, even if the sidebar badge is zero.
| Section | What belongs here |
|---|---|
| Actions needing attention | Failed operations and Outcome unknown results that need provider investigation. |
| Waiting for approval | Requests held for an authorized staff decision. |
| Handed over | Open escalations with a reason, target, and available context. |
The sidebar badge counts pending approvals and open handoffs, not all attention items. The queue loads when opened; revisit the page to see current work.
Approve a request
- Read the action type, displayed payload, and rule reason.
- Choose Open conversation and inspect the full transcript, identity status, and required details. The queue preview shows only a limited set of string fields.
- Confirm that the request is appropriate under your organization’s process.
- Choose Approve and run once.
- Review the returned status. Current rules, identity requirements, active-agent state, and provider availability are checked again.
- Treat Executed as a confirmed operation. Follow the status-specific guidance below if the result differs.
Decline a request
- Review the full request and confirm it should not proceed.
- Choose Decline.
- The pending request becomes Cancelled and leaves the waiting-for-approval list.
- Handle any needed communication or replacement work through your organization’s approved process.
Declining a pending action does not undo an action that already executed.
Handle an escalation
- Read the reason, target, handoff context, summary, and identity state.
- Open the conversation to review the full record.
- Carry out the required staff follow-up through your normal workflow.
- Choose Mark handled after addressing the handoff.
- Confirm that it leaves the open handoff list.
Mark handled closes the escalation record. It does not itself contact the caller, book an appointment, or prove that a transferred call was answered.
Interpret action outcomes
| Status | What to do |
|---|---|
| Awaiting approval | Review the request before choosing Approve and run or Decline. |
| Approved / Executing | The action is approved or being processed. Do not submit a duplicate while it is in progress; ask the administrator if it appears stalled. |
| Executed | The provider confirmed completion. Retain its reference for follow-up. |
| Simulated | A test result; no external system was changed. Simulations require a development/test deployment. |
| Blocked | Read the policy reason and resolve missing permissions, identity, or other prerequisites with an administrator. |
| Failed | Read the error, inspect the connection and provider, and decide the correct recovery with staff. |
| Outcome unknown | The provider may have processed the operation. Check its own records using the reference and request details before trying again. |
| Cancelled | The pending request was declined. |
An approval returns Outcome unknown
A booking request times out after approval. Open the provider calendar and compare the person, date, time, and available reference. If the appointment exists, handle it as an existing booking. If its outcome still cannot be established, involve the administrator. The current queue does not provide an automatic reconciliation or safe-retry control.