User Work Queues

Once users have been setup, you can build a query around the cases they need to action daily. When the user logs in each day, from the Case Manager they can build their daily work queues and work each case sequentially.

Once all your Templates and Action Wizards are created, together with any related charge codes, operators can build their work queues to attain a list of all matters to action, then sequentially view them and quickly action them by running the required Action Wizard or Template; meaning the system does most of the groundwork for them.

Tools > Workflow Setup > Work Queues

Work Queues are pre-stored queries designed to retrieve and output lists of debts within the Case Manager, My Lists page. Any list built there queues the results into the table and these results can be processed sequentially by the operator.

Work Queues are assigned to users/operators and can be built by the user when selecting the work flow list from the Case Manager, My Lists Page, My Queues tab and then clicking “Build Queue”.

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Creating a new Work Queue

A work queue code must be unique. Enter your new work queue code in the "Code" field, or select from the drop-down list.

IMPORTANT: The code should not contain any spaces or characters other than letters or numbers; except a full stop.

Describe the work queue in the field labeled “Description”. This is what the users will see in the work flow list when in Case Manager, “My Lists” page and “My Queues” tab.

Use the Query table to build your query statement. This statement is used for the database to gather the data for the queue and should read like a typical English sentence. Select your options from the drop-down lists and insert your values in the “Criteria Value” column.

The criteria connection column is how each row of the query connects to the previous. As such, the first row can only be “with” or “without”.

The criteria field is the name of the field to be queried.

The criteria operator is used in the query to determine if the criteria field is either:-

  • equal to
  • not equal to
  • greater than
  • less than
  • greater than or equal to
  • less than or equal to

the criteria value. See the below screenshot for a simple example.

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IMPORTANT: To capture the value of the current system date, enter @DATE as the criteria value.

 

Tip: To capture the value of the current system date plus two days, enter @DATE+2 as the criteria value.

To sort the results of the work queue query, choose the sort field and nominate ascending or descending. Secondary sort is achieved by adding a second row and choosing the sort field and sort order. For each additional sort, simply add and define another row. See the example below.

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Click “Save” to save.

IMPORTANT: The queue must be added to the user profile(s) of the operator(s) you require to use it. See User Group Maintenance and User Maintenance in this user guide for details of how to add work queues.