SLA & Workload

Permissions Required

Operations Adoption and Staff Workload require the ops.workload permission. SLA Scorecard requires the ops.sla permission. If you don't see these pages in the sidebar under Management, ask your administrator to grant access.

Operations Adoption

The Operations Adoption view helps managers see whether the portal is being used as an operating system, not just whether people logged in.

It includes:

• active staff by day and person, based on audit activity, task status changes, time entries, and running timers
• task completion and status-change counts by person
• open, overdue, blocked, waiting, and in-progress workload by person
• stuck tasks by assignee, client, category, and compliance step
• weekly tasks created versus completed
• time-entry hygiene exceptions for missing time, active timers over 8/12/24 hours, and long completed entries

Use this view to find workflow bottlenecks, missing time-tracking habits, and adoption gaps. Do not use it as a disciplinary scorecard, payroll basis, or client-facing hours report.

SLA Scorecard

The SLA Scorecard (under Management in the sidebar) shows completion rates by client — how many of each client's monthly compliance tasks were completed on time.

The scorecard displays:

• Client name and their assigned services
• On-time completion rate for the current month (percentage)
• Tasks completed vs total tasks
• Color-coded indicators: green = on track, yellow = at risk, red = overdue

Use this view to identify clients whose filings are falling behind so you can prioritize accordingly.

Staff Workload

The Staff Workload view (under Management in the sidebar) shows how tasks are distributed across the team. Each staff member's row displays:

• Total assigned tasks
• Tasks by status (pending, in progress, completed, overdue)
• Percentage of their capacity utilized

This helps managers spot when someone is overloaded and redistribute tasks as needed.

Overdue Tracking

Overdue tasks are flagged automatically when their due date passes without a completed status. They appear:

• In red on the SLA Scorecard
• In the Overdue filter on the Tasks page
• On the affected staff member's workload row

WARNING

Overdue tasks affect the SLA scorecard for both the client and the assigned staff member. Resolve or escalate overdue items promptly.