Using the work queue

This feature enables users to efficiently manage accounts by integrating advanced Work Queue functionality and procedure execution directly into tracking lists and account pages. Users can select accounts to process in bulk, initiate Work Queues, and execute procedure steps directly from the account page, while maintaining seamless navigation between the account and associated worksheet lists.

This feature enhances the user experience by allowing seamless transitions between tracking lists, Work Queues, and procedure execution on account pages. It optimizes workflows, reduces manual navigation, and ensures that users have full control over their Work Queues and account procedures while maintaining necessary permissions and access controls.

Bulk Actions in Tracking Lists

  • Filtering and Sorting

    • When performing bulk actions on a tracking list (e.g., creating a Work Queue), users can apply filters and sorting to the list. This ensures that only the filtered and ordered items are considered in the bulk action.

    • For example, when creating a Work Queue, only the accounts that meet the applied filter criteria and sorting order will be included.

  • Bulk Action Functionality:

    • Users can select multiple accounts from the tracking list and perform actions such as creating a Work Queue.

    • When selecting “all items,” the bulk action will respect the active filters and the current sorting order.

Work Queue Creation and Navigation

Configure the Work Queue

In a tracking list, add an action “Create a work queue for tracking lists” and name the Work Queue. You will see “Work Queue” listed and then should select “Use bulk actions”.

Start a Work Queue

Users can initiate a Work Queue directly from a tracking list by selecting multiple accounts and clicking the “Create Work Queue” button.

The Work Queue will process accounts in the same order as they appear in the tracking list, accounting for sorting.

Account Navigation

After starting a Work Queue, the first account is opened automatically. Users can then navigate between accounts:

  • Next Account: Proceed to the next account in the queue.

  • Previous Account: Navigate back to the previous account if not on the first.

  • Navigation is seamless and maintains the order defined by the sorting in the tracking list.

Work Queue Persistence

  • The Work Queue remains active until the user either:

    • Closes the browser, or

    • Explicitly ends the queue by returning to the tracking list and selecting “End Work Queue.”

  • An active Work Queue can be resumed using the Resume Work Queue button, which reopens the last processed account.

Procedure Step Execution from Account Pages

  • Permission Control:

    • Users without the CAN_PROCESS_WORKSPACE_ITEMS permission will not see the execute buttons for procedure steps, ensuring that only authorized users can perform these actions.

  • Enable processing from Account Page

    • Go to change the layout of the account page

    • Look for the ‘last actions of the collector for account’ widget and click options. In the pop-up that opens enable the permission indicated below.

  • Execute Procedure Steps:

    • Users can now execute active procedure steps directly from the account page, eliminating the need to go through the worksheet list.

    • Procedure step actions are displayed in an enhanced widget, which shows:

      • Procedure Name: The name of the current procedure.

      • Previous Step: The last executed step in the procedure.

      • Current Step: The step currently awaiting execution.

      • Planned Action: The next steps in the procedure.

      • Execute Button: A button to execute the current step (e.g., “Send Reminder,” “Process Phonecall,” “Outsource”).

      • Warnings: If the step cannot be executed due to warnings (e.g., incomplete previous steps), the button is disabled with an explanatory tooltip.

  • Contextual Button Actions:

    • Based on the type of procedure step, the execute button may trigger different workflows:

      • Reminder Action: Options to preview or edit the reminder before sending.

      • Telephone Action: Opens a form to log the phone call, similar to worksheet behavior.

      • Warning Action: Can trigger mailbox selection if multiple eligible mailboxes exist.

      • Outsource Action: Allows selection of an outsourcing code via pop-up.

      • External Step: Executes directly without additional input.

  • Worksheet Synchronization:

    • When a procedure step is executed from the account page, the action is reflected in the corresponding worksheet list, ensuring that both views (account page and worksheet) remain in sync.

  • Navigating to Worksheet Lists:

    • Easy Navigation from Account Page:

      • If an account has an active procedure step, users can easily navigate from the account page to the corresponding worksheet list.

      • The text “(scheduled today)” in the account page is now clickable, redirecting the user to the relevant worksheet list.

      • This link is only clickable if the user has access to the worksheet list (e.g., the account is part of the user’s portfolio).