Resolve
Query and workflow management
Case and query management for HR and back-office: request types, branching workflow, teams, routing, reporting.
Modules
Logging
- Employee self-service
- Consultant logging on behalf
- Colleagues, external parties
Request types
- Hierarchical type tree
- Settings inherited down the tree
- Consultant instructions per type
Workflow
- Branching workflow per type
- Steps offered by state
- Full event history
Teams and routing
- Routing by type and department
- Team access rules
- Queues, priorities
Cover
- Stand-ins for absence
- Handovers of open work
- Exceptions
Reports
- Workload by team and consultant
- Handovers, exceptions
- Satisfaction surveys
Specification
| Roles | Employee, consultant, manager, administrator |
|---|---|
| Staff data | Core staff register: departments, employees, reporting lines |
| Notification per workflow event | |
| Branding | Client logo and settings |
| Audit | Every change recorded |
| Hosting | Hosted, multi-client; dedicated instance available |
| Background | Based on MyQ (FNB), Resolve (Momentum Metropolitan) and Service Desk (Nedbank) |