Audience: Team Leaders, Supervisors
This article is for Team Leaders, Supervisors or Managers who may be receiving escalation emails from Contract Eagle. These emails are easy to spot as they have bold, red text in them. This article will look at how these emails are generated, what they mean and how to deal with them.
Sample Escalation email:
Depending on how your contracts have been set up (see below), you'll receive such an email where:
A Team member has a day-to-day role on a contract
You have a manager or supervisory role on that contract
The team member has been assigned a Task - probably as a result of a deadline approaching for that contract, eg due to expire, due to be renewed, notice has to be given. The details of the Task will be in the escalation email; and
Your team member has not claimed the Task.
Maybe your team member has seen it and they're just busy; equally, maybe they haven't seen it. Maybe they're away from the office.
Whatever the scenario, when you receive an escalation, you should take some action:
1) Acknowledge the Reminder
Click the link to acknowledge the reminder. This will prevent any further escalation if a contract has three or more roles on it. For example, a contract might have roles for: (1) your team member who hasn't claimed their Task, (2) you as their manager, and then (3) your boss…
Clicking the link in the email will prevent someone further up the chain receiving an email that you haven't acknowledged your reminder.
2) Deal with the unclaimed Task
Talk to the team member(s) to whom the Task is assigned and get them to claim it. Ultimately they will need to complete the work and mark the Task as Complete, but claiming the Task is an important first step. Now anyone looking in Contract Eagle can see who has ownership of this work.
If you know the person who should look after the Task is unavailable, you can reassign it to someone else:
Click the link in the email
click Reassign
enter the name of the user you wish to reassign the task to
click Reassign
Click here to see more on Reassigning Tasks.
Monitor upcoming Tasks on the Dashboard
If your person is unavailable, might there be other Tasks coming up for them too? How can you monitor your team’s upcoming Tasks before they arrive?
You can view the Contract Eagle Dashboard which launches each time you go into Contract Eagle, and you can tailor the Daily Dashboard email to provide a summary of your team’s Tasks. This way you can talk to your team about getting ahead of these Tasks before the system escalates them up to you.
Bulk Reassignment of Tasks
If there are several Tasks that need to be reassigned, your Contract Eagle system administrator can do a Bulk Reassignment of Tasks.
Contract Tasks may not escalate, depending on setup of contract
Finally, we mentioned above that you may receive escalation emails, depending on how your system has been set up:
When a contract is entered, the person entering it assigns the Contract Roles - in other words, they allocate the Contract Eagle users who are looking after that contract. Depending on how your organisation has set up your contract type, it may be mandatory for a person to enter a minimum of two roles - a day-to-day contract owner, and a manager or supervisor. But it may only be mandatory to for them to enter one role and the second one is optional. In this case, there will be no escalation, because there's no-one to escalate to.
Example of contract with only one role:
