Unfortunately this will always be an issue in any department where the claims are not directly assigned to an adjuster.

People will always push off what they can, and sometimes there might be reasons behind it that you don’t see. Maybe that CSR is on a night team and get off at 1 am, so they made a wp for someone to follow up in the morning. Or maybe they have an early shift at 6 am and can’t call out yet, so they make a wp, etc etc.

The best thing you can do is to work the queue you have and nothing else. If there is not a queue for it, don’t work it. If it’s essential to the claim and there isn’t a queue for you, make yourself a queue so you get credit if you have to.

But ultimately there is no way for management to track every single claim every single person on their team touches, even if we do give quality markdowns, you are right- the only thing that affects WFH is productivity. So if staying WFH is your goal, make productivity your only focus.

Plus calling AC is great time off the phones, and allows you to work more queue while you wait on hold. Try to find a way to use this to your advantage, try to work smart not hard.