To optimize your collectors' efficiency, organize the information presented in Collector's Work Queue to match the operational data level at which your collectors work with customers: customer, account, bill to location, or delinquency. When you use the Advanced Collections Setup Checklist to configure your system, the work queue nodes are automatically set to reflect your operational data level, your collections method, and other collections settings.
The nodes available for each operational data level are:
Strategy Work Node: Displays all the strategy work items assigned to the collector, including customer information, and work item summary information.
Broken Promises Node: Displays broken promises assigned to the collector. Even though promises are taken at the transaction level, you can display them grouped by customer, bill to location, or account.
Delinquent Node: Displays delinquent customers, accounts, bill to locations, or transactions assigned to the collector.
You can also display a Task Node to list broken promise and dunning callbacks, approvals, meetings, problem resolutions, and other items that make up the Collector's Work Queue.
Note: You should displays nodes for only one data level, either customer, account, bill to location, or delinquency, and show all collection nodes available at that data level. Data is refreshed when you run the IEX: Populate UWQ Summary Table concurrent program. This program only populates information for the data level at which you run strategies. For more information, see: Running Concurrent Programs.
The IEX Populate UWQ Summary concurrent program is submitted only once. The program loops for each collections definition level specified on the Operation Setup task. The IEX Delinquency Management concurrent program updates the summary data based on the Collections level for that particular party.
All the nodes can be enabled based on the following profile options at the specific business level of the organization. The UWQ summary data is populated for each party based on Collections level only one node at a time.
IEU: Queue: Account View Delinquency: Set to Yes.
IEU: Queue: Account View Promises: Set to Yes.
IEU: Queue: Account View Strategies: Set to No.
Note: If you use dunning plans instead of strategies, you should hide Strategy Work Item nodes since they are related to strategies.
Note: Marketing lists are used for high volume outbound collections campaigns. If you do not want marketing lists displayed in the Collector's Work Queue, then set the AMS: Queue: Marketing Lists profile option to No.
Even though you use the Advanced Collections Setup Checklist to determine the nodes displayed in the Collector's Work Queue, you can also set theIEU: Queue Order profile option to indicate the order in which each node appears. For example, if you want to display collectors' work items organized by customer, you set the following profile options to Yes:
IEU: Queue: Customer View Delinquencies
IEU: Queue: Customer View Promises
IEU: Queue: Customer View Strategies
You could set the order they appear in UWQ as follows:
IEU: Queue Order: Customer View Delinquencies: 3
IEU: Queue Order: Customer View Promises: 2
IEU: Queue Order: Customer View Strategies: 1