I am looking for organizations that have done reporting on Epic In Baskets. Specifically volumes (received & done) and turn around times (ie: how long staff are working the messages)? We are finding that a lot of people touch the messages; some do work on it, some look at it and decide not to work it and then some mark it done but are not doing the work, they are just cleaning out the in basket pools.
We have built a QlikView application intended to provide visbility and insight into InBasket message Volumes, Cycle Time, and open message aging. What questions do you have?
The main thing I am having trouble with is getting the start and end times (turn around time/work time) for each person that touched the message chain. I am looking at Clarity table IB_RECIP_STAT_AUD. The business wants to know that Person1 worked the message for 5 minutes, then Person2 worked it for 10 minutes, then Person3 opened it and closed it without working it, then Person1 worked it again for 7 minutes, then finally Person4 closed (done) it without working it. They are trying to use this to figure out staffing. So, if a clinic get 100 messages in a day and it takes X minutes to work each message, they need Y staff per day.
