Work your prioritized daily task list in Workplans as an agent, or oversee team workload, distribute unassigned items, and review Team Performance as a manager.
Before you start
Before you use Workplans:
Workplans must already be enabled for your account (see How to set up Workplans)
Agents: open Communication Center → Workplan
Managers: open Workplans in the left navigation
Definitions
These terms appear when you use Workplans:
Term | Meaning |
Workplan item | One unit of work on your list (for example, Missed Call, New Lead, Scheduled Communication, Pulse Alert, Pulse Promise, or a manual task). |
Unassigned | Work in a shared pool that has not been given to a specific agent yet. |
Blocked | An item an agent paused and flagged (usually so a manager can help). |
Team Performance | The manager table that compares agents’ assigned, completed, overdue, and average completion time for a chosen period. |
Steps
For agents: work your daily list
Follow these steps to work your list in Workplans:
Go to Communication Center → Workplan.
Review Today’s Summary counts such as Total Items, Pending, In Progress, Overdue, and Completed Today.
Open the My Items view and work the highest-priority and overdue items first.
Select an item to open its details (customer, type, priority, due date, and related context).
Complete the related call, email, or message in Volie’s normal Communication Center workflows so the matching Workplan item can update or auto-complete when the related action is finished.
If you cannot finish an item, select Mark Blocked and add a reason so managers can see it. When the work is done, select Mark Complete if the item is still open.
For managers: oversee and distribute work
Follow these steps to oversee Workplans as a manager:
Go to Workplans in the left navigation.
Use the scoped views My Items, Team, Unassigned, Blocked, and Completed as needed.
Review Today’s Summary metrics such as Total Active, Unassigned, Overdue, Blocked, and Completed Today.
To clear the unassigned pool, open Unassigned, select items, then select Distribute Selected to assign them across available agents (or assign items one by one).
Open an item to Reassign Item, adjust details, or Unblock Item when an agent is stuck.
To add a one-off task, select Create Manual Item, complete New manual task (task name, assignee, due date and time, priority, and optional notes), then select Create task.
Scroll to Team Performance, choose Today, 7d, 30d, or Custom, and review Assigned, Completed, Completion rate, Overdue now, and Avg time. Follow up with agents flagged as Needs attention.
Tips
When you use Workplans, these tips help:
New items can appear during the day as leads, missed calls, scheduled follow-ups, and Pulse work are created—you do not need to wait until the next login to see new work.
Prefer completing the related customer contact in Communication Center so Workplan items can clear automatically when the related action finishes.
Use Unassigned and Distribute Selected early in the day so agents are not waiting on a shared backlog.
What success looks like
When you use Workplans successfully, agents see a current prioritized list under My Items, summary counts update as work is completed, and blocked items appear for managers under Blocked. Managers see distributed unassigned work land on agent lists, and Team Performance reflects assigned and completed work for the selected period. If your list looks empty or stale after new work should have appeared, refresh Workplans, confirm you are on the correct view (My Items vs Team vs Unassigned), and verify Workplans is enabled for your account.
Limitations
Workplans has these verified limits:
Completing the entire customer contact from Workplans alone may not be available—use Communication Center call, email, or SMS workflows for the customer action, then return to Workplans as needed.
Workplans (the daily task board) is not the same product surface as Workplan Templates under Utilities.
Common questions
Do I need to refresh Workplans to see new items?
Workplans is designed so new items can appear during the day as related events happen (for example, missed calls or new leads). If your list looks stale, refresh the page and confirm you are viewing the correct scope (My Items, Team, or Unassigned).
Can agents reassign Workplan items to each other?
Managers can reassign items from the item details using Reassign Item. Peer handoff between agents should be treated as manager-led unless your account has been shown otherwise.
What is Team Performance in Workplans?
Team Performance is the manager table on Workplans that compares each agent’s Assigned, Completed, Completion rate, Overdue now, and Avg time for Today, 7d, 30d, or a Custom date range. Agents with overdue open work can show a Needs attention flag.
Is Workplans the same as Workplan Templates?
No. Workplans is the daily agent and manager task list. Workplan Templates under Utilities are separate onboarding checklist templates and are not the BDC daily board.
Why did a Workplan item stay open after I finished the call or message?
Workplan items are intended to update or auto-complete when the related action is completed in Volie. If an item stays open, use Mark Complete when appropriate, and note the item type and the action you finished if you need help from Volie Support.
Related articles
How to set up Workplans