When the main Language Analyst is OoO (either planned or unplanned), their back-up needs to answer all queries, including queries that are newly raised to the main LA while they are out.Moreover, they often need to do this within minutes of the query being raised to prevent delays and late deliveries.
Currently the recommended way for the back-up to take ownsership of queries and answer them is to "Revoke" all outstanding queries assigned to the main LA.However, if the back-up LA is not informed by the system of the fact that new queries have been raised, how do they know that there is anything for them to revoke?
Alternatively, the translators should assign the query to the back-up when raising the query. But translators are often not aware the lead LA is out, or they might forget (they are managing dozens of projects at the same time, afterall), so this does not work either.
For now the way we cope is for translators inform PJM/back-up LA via email that they have raised a query in the system, and what the query relates to, so the back-up can go into the system to answer the query (and send an email to all languages, as the system can’t do this)
Also, back-up LAs logs into the system once or twice a day to try and find any unanswered queries, but this is far from fail-proof and often causes unwanted delays
Finally, main LAs have started to set up a rule in Outlook to forward smartquery email to their back-up, but this is not a SmartQuery solution either.
Any tips on how to make this work in the system would be appreciated!
BTW: while I mention L:anguage Analysts specifically, I assume Leads/PJMs, etc have exactly the same issue