Table of Contents
Work Items and Assignments
Learn how work items are assigned, completed, tracked, and shared with external contacts from Control Center.
Open Control CenterWhat Is a Work Item?
A work item is any task that needs a response or a decision, such as an open quality event, a signal that needs review, or a due action item. Work items live in Control Center and can be assigned to a team member or left unassigned for anyone to pick up.
- Work items show up in the Team Queue for everyone on the account and in My Queue for the person assigned.
- Each work item has a status you can change as work progresses.
- Completed work items move to a separate Completed view so the active queues stay focused.
Team Queue and My Queue
The Work Queue tab in Control Center shows two views: the Team Queue (everything open for the account) and My Queue (items assigned to you).
- Team Queue: shows all open work items, including unassigned ones. Owners can assign items from here.
- My Queue: shows only the work items assigned to you, so you can focus on what you own.
- Use the "Show unassigned only" switch to quickly find work items nobody has claimed yet.
Assigning Work Items
From the Team Queue, an account Owner can assign any work item to a team member. Changing or reassigning one item only affects that item - other assignments on the same work item are not revoked.
Responding to and Completing Work
Open a work item to see its details and change its status as you make progress. When a work item is finished, mark it complete - it will move out of the active queues into the Completed view automatically.
External Tasks
Some work items can be assigned to people outside your company, such as a supplier contact. External assignees receive a one-click link so they can respond without creating an account.
Completed Items and History
Switch to the Completed view to see everything that has been finished, including who completed it and when. Use the Details link on any item to open its full record.
Deep Links to Work Items
Work item notifications and emails include a direct link that opens Control Center with that item highlighted, so you can jump straight to what needs your attention.
Tips
- Check the unassigned badge regularly - work items with no owner can be easy to miss.
- Use My Queue as your personal to-do list for the day.
- Completed items are not deleted - they remain available in the Completed view for reference.