Why did a task turn up already assigned to me?
Unclaimed work is handed to whoever is actually on shift and free, a few times an hour, so it does not sit in the pool waiting for somebody to notice it.
Work that nobody has picked up does not just sit in the pool. Several times an hour, Peakify looks for unowned tasks and gives each one to somebody who is actually on shift and free to take it. It appears on your Workspace tab with your name on it.
Being assigned a task is not the same as having claimed it. Your timer does not start, and nothing is counted against you until you claim it yourself.
Who counts as free
To be handed work you have to be all of these:
- On shift, according to the weekly schedule your organization set for you. If nobody has set anybody's hours, everyone counts as on shift, so the feature is not dark on day one.
- Not on time off. A booked day off takes you out of the pool.
- In a status that accepts work. Available and Working do. Break, Lunch and Training do not, so stepping away stops NEW work reaching you.
- Somebody who can be picked by hand. The pool is exactly the same set of people your colleagues can choose from the assignee menu, so you can never be handed work by the computer that a human could not have handed you.
If you have never touched your status pill at all, you count as Available. Most people never open it, and treating that as "unavailable" would leave almost everybody out.
Stepping away does not take work off you
Going on Break, Lunch or Training stops new work being assigned to you. It does not take back a task you already claimed, and it does not un-assign one you were given. Lunch is not the end of your shift.
The one thing that does hand your work back is your shift actually ending, see How do I end my day in Team management?
Nothing is ever stolen from anybody
The sweep only touches work with no owner. A task somebody has already claimed or been assigned is left alone. The AI is never a candidate, because the point is to reach a person.
The shared queue is still there
Assignment is a nudge, not a fence. Anything unassigned stays in the shared queue exactly as before, and you can still claim from it yourself.
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More in Team management: your day
The other guides people read alongside this one.
- How do I find my way around Team management?
Team management (TMS) is one screen with tabs. Click TMS in your sidebar, then pick the tab for what you need.
- What is on my Team management workspace, and how do I use it?
Your workspace is a screen split into four parts: your task list, the conversation with whoever you're helping, their record, and the controls for finishing or returning a task.
- How do I claim a task from my workspace, and finish it?
Claim a task from your ranked list, work it with the timer running, then complete it with a note or send it back.
- How do I see and add to my task list in Team management?
The Tasks tab is a searchable, filterable list of every task, with a button to add a new one. To actually work a task, claim it from your workspace instead.
Did this not cover it?
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