SS/G Work Manager allocates and monitors work items sent out to the users in the Back Office, Contact Centre, Medical Underwriters, Reinsurers and third party administrators.
Work Items are configured on the system using the SS/G Rules Manager. The rules define to which User Group(s) the Work Items are assigned to for resolution. Each interaction is date and time stamped and full management information is also available to monitor elapsed and effort time, providing performance statistics and the monitoring of Service Level Agreements (SLAs).
As a fully web-based system users fulfil their Work Management tasks on-line, meaning there are no external or disconnected processes being carried out. By carrying out these tasks on-line they are automatically marked as complete once the transaction has been executed, allowing any subsequent automated processing to continue immediately. Chaser Items can be configured to follow-up on any incomplete Work Item.