At the moment we use task queues to manage the workflow of a particular user:
In these task queues, we group together similar tasks that need to be completed by the user, for example, "SMS" means SMSs that we need to respond to.
In a similar way that service Tickets have SLAs, it would be good to define some SLA's for ticket queues, not just based on whether indivdual tasks are overdue, but also how many tasks are not completed within a particular queue.
An example of how this could be done is to use simple "Visual Cues" to indicate whether the rule
> Has been exceeded
> Is soon to be exceeded
> Is not exceeded
By highlighting the queue in Red (Has been exceeded), Yellow (is close to being exceeded), or green (is not yet exceeded)
The rules should include:
-> Number of overdue tasks allowed
-> Absolute number of tasks allowed
This would help teams keep on top of the different types of activities they are required to do, and not 'neglect' any part of the process for too long.