Tasks · Article 4 of 12

Task complexity & workload

Navigator assigns a complexity score to every task to help your team distribute work fairly. A simple invoice from a familiar supplier looks very different from a multi-line invoice with missing NDIS codes — complexity makes that difference visible, and drives automation rules that route the right tasks to the right people.

5 min read Last updated April 2026

What the score means

Complexity is a 0–100 score on each task. Higher means more work is needed to process it. Each task shows a coloured dot matching its band so the team can see at a glance how hard a task is before opening it.

Score bands

# Complexity Score
1 Easiest 0–24
2 Easy 25–49
3 Medium 50–74
4 Hard 75–99
5 Hardest 100

Tasks with no score displayed are either still being processed (Draft) or belong to a task type that doesn't have auto-calculated complexity.

How Claiming tasks are scored

For Claiming tasks (invoice tasks), Navigator calculates the score automatically based on what it's been able to pick up from the claim. Each of the factors below adds points; factors stack, so an invoice can trigger several at once.

Factor Points
No customer identified+20
No invoice reference found+20
No supplier identified+20
Invoice has 5 or more line items+20
Invoice has 20 or more line items+20
Any line item missing its NDIS item code+20
Invoice total $1,000 or more+20
Invoice total $10,000 or more+20

The score is capped at 100. Because the line-item and total factors stack, an invoice with 25 line items scores +40 for lines (hitting both 5+ and 20+), and an invoice totalling $12,000 scores +40 for the total (hitting both thresholds).

Worked example A supplier emails an invoice for $14,000 with 22 line items, and two of the line items are missing NDIS codes. The supplier and customer match existing records, and the invoice reference is on the page. Score: 20 (5+ items) + 20 (20+ items) + 20 (missing codes) + 20 (over $1,000) + 20 (over $10,000) = 100 · Hardest.

Other task types

Complexity scoring is tuned per task type. This article covers Claiming tasks in detail because that's where most day-to-day work sits, but other task types (client contact/queries, provider enquiries, etc.) have their own scoring rules, typically based on how much lookup and cross-referencing the query needs rather than the invoice-specific factors above.

If a task type doesn't have an auto-calculated score, the field shows blank — your team can set it manually if the work warrants it.

Overriding complexity manually

If the auto-calculated score doesn't reflect the real effort, any team member can override it. Open the task and update the complexity field. The system respects your value and won't recalculate automatically.

How complexity drives task routing

Administrators can configure tag assignment rules that use complexity to route work. For example:

See Automations setup guide.