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=='''Queue Management'''==
In the section '''Queue Management''', the following functionality occurs:
*Set the '''current working outcome'''*Set the '''current working outcome by period'''.*'''Create''' custom contact group.*'''Reset''' contact history.*'''View''' contact queue.*'''Add to''' contact queue.*'''Clear''' contact queue.
==='''Set the current working outcome'''===
*Here you can choose the current set of records to be managed. *Choose the case
The following will be displayed on the screen:
# Form name: (Name)
# The earliest activity in this form is: (Date)
# The most recent activity in this form is: (Date)
*A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen.*In the Active Outcome section, hover the mouse over the number under first attempt.*You will see that it is a clickable link.*When you click on this number it will hand the next record in the system to the agent to complete.
==='''Set the Current working outcome by Period'''===
*Here you can choose the current set of records to be managed during a certain period of time. *Choose the dates. *Choose the case.
The following will be displayed on the screen:
# Form name: (Name)
# The current working Outcome is: (Outcome)
# The earliest activity in this form is: (Date)
# The most recent activity in this form is: (Date)
*A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen for that period of time.*In the Active Outcome section, hover the mouse over the number under first attempt.*You will see that it is a clickable link.*When you click on this number it will hand the next record in the system to the agent to complete.
==='''Create custom contact group'''===
*Select the case.*Create a name for this group in the text box.*By supplying a name, this query group can be accessed quickly in the future.*Choose the field names to be grouped from the dropdown menus, below the new group name.*This will customise the group to exactly how you would like.*Group the recipients.*The group will now be saved for future use in the system.
==='''Reset Contact History'''===
*Choose the case.*You must be sure you wish to reset the contact attempts and last status.*This action is irreversible once started. *It will also reset all custom groups you may have created.*Reset contact data.
==='''View contact queue'''===
*Choose the case.*The client record queue will be displayed.*The following will be displayed on the screen:
# The Sequence ID
# The Outcome
# Attempts
# The number of records currently in the stack to be processed
==='''Add to contact queue'''===
*Choose the case.*Add outcomes to the contact queue.*The following will be displayed on the screen:
# The form name
# The Outcome
# Attempts should always go from large to small.
# '''Attempts From''' should always be greater or equal to '''Attempts To'''
*Add the items.
==='''Clear contact queue'''===
*Choose a case.*Be sure that you want to clear the queue for this case.*Confirm queue reset.*Reset queue.
[[Category:Module Specific:Case Management]]
[[Category:Module Specific:Outbound Contact]]
[[Category:Topic:Outbound]]
