Prioritizing a change request

This video explains how to prioritize a change request and submit it to the next-best-action specialist (or, NBA Specialist) in 1:1 Operations Manager.

A business user submits a change request to create a new action intended to promote using credit cards for utility bill payments. The business user has provided details for the action attributes by specifying all the details for the new action.

The next task is to prioritize the change requests and assign a change request that is ready for the team lead to work on.

You can access the outstanding tasks from the list of change requests.

You can also assign peer reviewers to verify the change request. Hence you can see the two pending tasks.

As a team lead, you are responsible for two tasks in the Plan stage.

The first task is to prioritize the available change requests so that the NBA Specialists can plan their day and work on the most important tasks first.

The second task is to assign peer reviewers to verify the engagement policy defined in the Build stage.

You must first rank the change request.

By default, the rank of a new change request is 0. In the Rank field, provide a numerical value that represents the relative priority of the change request compared to others in the work pool.

Proceed to the next task.

Now assign a peer reviewer. A peer reviewer can be any operator who can verify the change request details given by the business user against the configuration made by the NBA Specialist. In this case, the peer reviewer is the business user.

You can assign a peer reviewer in the Stakeholders widget.

Complete the task.

Notice that there are new tasks that correspond to the Build stage of the change request in the To do section.

In this case, because the change request is a Create new action type, the following tasks are created: Define action details, Configure engagement policy, and Define web treatment.

The NBA Specialists are responsible for the tasks.

You have reached the end of this video. What did it show you?

         - How to prioritize a change request and assign a peer reviewer to the request as a team lead.