Revision as of 18:45, 9 December 2014

1 Queue Management functions

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.

1.1 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:

1. Form name: (Name)
2. The current working Outcome is: (Outcome)
3. The current working attempt is: (Number of attempts on this outcome)
4. The earliest activity in this form is: (Date)
5. 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.

1.2 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:

1. Form name: (Name)
2. The current working Outcome is: (Outcome)
3. The current working attempt is: (Number of attempts on this outcome)
4. The earliest activity in this form is: (Date)
5. 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.

1.3 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.

1.4 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.

1.5 View contact queue

• Choose the case.
• The client record queue will be displayed.
• The following will be displayed on the screen:

1. The Sequence ID
2. The Outcome
3. Attempts
4. The number of records currently in the stack to be processed

1.6 Add to contact queue

• Choose the case.
• Add outcomes to the contact queue.
• The following will be displayed on the screen:

1. The form name
2. The Outcome
3. Attempts from
4. Attempts to
5. Attempts should always go from large to small.
6. Attempts From should always be greater or equal to Attempts To

• Add the items.

1.7 Clear contact queue

• Choose a case.
• Be sure that you want to clear the queue for this case.
• Confirm queue reset.
• Reset queue.