Taxwell / Process design & automation

No-call/no-show case workflow

A potential no-call/no-show could look different depending on who noticed it first. I built a shared case workflow so HR, managers, and Workforce Management could reconcile what they knew before the process moved forward.

My part

I worked with each group on what they could realistically provide, built the intake and case logic, connected the employee data and communications, and prepared the process for rollout.

Status

Tested, approved, and live. Seasonal-volume testing will happen when seasonal volume returns.

Explore the workflow

Select a step to see the logic and responsibilities.

01Three intake pathsHR, managers, and WFM report and update the same case.

Manager / leadership

What they knew about the absence, schedule exceptions, or employee contact.

Workforce Management

HR reports, contact results, and later updates.

Each group has its own Microsoft Form. Manager and WFM reports flag the matter to HR as they enter.

02Case data and identityUse existing employee data; send ambiguous matches to a person.

SharePoint case

HRIS exports, lookup formulas, and AI-assisted matching supply employee information that the submitter shouldn’t have to re-enter.

Identity unclear?

A person resolves ambiguous matches. The system does not silently attach a best guess to an employee.

Only approved information is retained. Restricted free text is filtered from submissions and replies before it is stored.

03Source reconciliationCheck manager and WFM reports against each other.

Select a report source

WFM report onlyManager report onlyBoth report it

Report receivedWFM report only

Next checkManager review

The manager checks whether the employee called, had an approved day off, or had another schedule exception. A missing login alone does not settle the case.

Report receivedManager report only

Next checkWFM confirmation

Workforce Management checks the relevant login and attendance information against the manager’s report.

Report receivedBoth report it

Next checkCorroborating reports

The reports support proceeding through the NCNS process. They still do not establish an employment decision.

04Contact and Legal reviewTrack the three-day, three-contact process with Legal review alongside it when flagged.

Contact process

Three days / three contacts

Case status and stage determine the reminders sent to the appropriate HR owner.

HR makes the contact attempt.
The result is recorded through the Form.
The case is updated for the next required action.

Parallel review, when flagged

Legal guidance

Jurisdiction formulas flag cases needing Legal input. Applicable employee-contact responsibilities remain visible while that guidance is sought.

Replies and Form updates feed back into the case

The agentic inbox records relevant information and uses the updated status to route the next communication or review. An employee response needs assessment; it is not automatically a closed case.

05Human decisionReview the record and decide how to proceed.

HR and the responsible people make the employment decision. The workflow manages information, follow-up, communications, and review.

More about the buildImplementation details and decisions.

Implementation

Intake and updates: Microsoft Forms
Case records: SharePoint
Employee data and rules: HRIS exports, lookups, and formulas
Automation: AI-assisted matching and verification, an agentic inbox, and Power Automate communications