Workflow Automation

Workflows

The Workflow Dashboard streamlines management of agency workflows involving large-scale resident outreach, automating repetitive tasks and ensuring consistent communication.

Location

Workflows section in the side navigation bar

Objectives

• Primary Goal: Empower administrators to efficiently engage residents based on targeted criteria
• User Benefits: Simplified sustained outreach through centralized, intuitive interface with automated processing

Key Features

1. Prepopulated Recipient Queue

   • Automatically includes all locations requiring outreach
   • Dynamic list updates based on criteria

2. Flexible List Management

   • Skip, Snooze, Close options
   • Notes and resolution tracking
   • Bulk action capabilities

3. Insightful Analytics

   • Contextual data display
   • Usage patterns (continuous flows)
   • Historical tracking

Tips and Tricks

Daily Workflow Management

• Review Staged Actions first thing each morning
• Document thoroughly in notes for team visibility
• Follow sequence unless circumstances warrant skipping
• Check Outstanding Actions for escalation needs

Workflow Sections

Navigation Areas

Section	Description	Action Required
Staged Actions	Active items requiring review	Daily review before queuing
Pending Actions	Queued items (refreshes daily)	Monitor progress
Outstanding Actions	Items needing escalation	Follow up required
Idle Events	Snoozed/skipped items	Review periodically
Resolved Events	Completed items	Reference only

Daily Process

Morning Workflow Routine

1. Review Staged Actions

   • Evaluate all events in queue
   • Check context and history
   • Make action decisions

2. Process Each Item

   • Skip, Snooze, Close, or Add Notes
   • Document external interactions
   • Consider notification sequence

3. Queue Actions

   • Click “Queue Actions” button
   • Sends notifications to remaining items
   • Clears Staged Actions queue

Action Management

Available Actions

Action	Purpose	Impact	When to Use
Skip	Bypass current notification	Moves to next in sequence	Invalid contact, known resolution
Snooze	Temporary delay	Idle until selected date	Pending investigation, scheduled work
Close	End processing	No further notifications	Issue resolved, no response needed
Resolve	Mark as addressed	Removed from workflow	Problem fixed, confirmed resolution
Notes	Document context	Internal reference	Always - document everything

Action Decision Tree

Is immediate action needed?
├── Yes → Process now
│   ├── Can contact? → Send notification
│   └── Cannot contact? → Skip
└── No → Evaluate further
    ├── Temporary delay? → Snooze
    ├── No longer relevant? → Close
    └── Issue resolved? → Resolve

Continuous Flows Program

Specialized Links

Link Type	Description	Use Case
Eye Charts	Visual consumption patterns	Identify usage anomalies
Data	Raw consumption metrics	Detailed analysis
Location	Service location details	Contact and history info

Detection Criteria

• Continuous water flow > 24 hours
• No zero readings in period
• Exceeds normal usage patterns
• Triggers automated workflow

Notes Best Practices

What to Document

• Customer contact attempts
• Field visit results
• Temporary situations
• Resolution details
• Follow-up requirements

Note Format Example

[Date] [Time] [Initials]
Action: Called customer
Result: Left voicemail
Follow-up: Will attempt again tomorrow
Details: Possible vacation, checking with neighbor

Notification Sequences

Typical Escalation Path

1. Day 1: Initial notification (text/email)
2. Day 3: Follow-up if no response
3. Day 5: Phone call attempt
4. Day 7: Door tag/field visit
5. Day 10: Escalation to supervisor

Sequence Flexibility

Adjust sequence based on:

• Severity of issue
• Customer history
• Local regulations
• Emergency situations

Workflow Analytics

Key Metrics

• Events processed daily
• Average resolution time
• Skip/snooze rates
• Outstanding event aging
• Team member activity

Performance Indicators

• Response rates by channel
• Resolution effectiveness
• Customer satisfaction
• False positive rate

Important Considerations

Outstanding Actions

Items in Outstanding Actions require immediate attention:

• Failed notifications need alternate contact methods
• Aging events need escalation
• Unresponsive customers may need field visits

Regulatory Compliance

Ensure workflow actions comply with:

• Customer notification requirements
• Privacy regulations
• Service agreement terms
• Local ordinances

Workflow Optimization

Efficiency Tips

1. Batch Similar Actions: Process all skips together
2. Use Keyboard Shortcuts: Learn quick navigation
3. Template Notes: Create standard note formats
4. Tag Patterns: Identify common scenarios
5. Team Coordination: Assign specific workflow types

Common Patterns

Pattern	Indicators	Recommended Action
Vacation	Sudden continuous use	Snooze 1-2 weeks
Leak	Gradual increase	Immediate notification
Irrigation	Seasonal pattern	Note and monitor
Commercial	Regular high use	Adjust thresholds

Integration Points

Connected Systems

• Contacts: Customer information
• Locations: Service addresses
• Broadcasts: Mass notifications
• Billing System: Usage data import

Quick Reference

Daily Checklist

□ Review Staged Actions count
□ Check Outstanding Actions aging
□ Process Staged Actions individually
□ Add detailed notes for context
□ Queue remaining actions
□ Review Pending Actions status
□ Monitor Idle Events for returns
□ Document resolutions

Keyboard Shortcuts

• S - Skip current item
• Z - Snooze dialog
• C - Close event
• R - Resolve issue
• N - Add note
• Enter - Queue actions

Related Documentation

• Continuous Flow Management
• Optimization Guide
• Reporting Guide
• Escalation Protocols

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