Creating and Configuring Worklists

Worklists are organized queues of accounts waiting to be worked and serve as a tool in account management workflow.

Aligning worklists with thoughtful workflow enhances efficient account management. 

This guide provides an overview of creating, managing, and optimizing worklists. Before creating a worklist, users should consider specific worklist values to tailor their setup effectively.

Worklist Types:

In ACE, there are four Worklist Types, each serving a unique purpose.

• Pool: Designed for collaboration, it allows multiple agents to work simultaneously on accounts. Anyone added to this worklist can access and handle accounts.
• User: Is intended for a primary agent, an additional user can be added to the worklist, allowing workflow continuation in case the primary agent is unavailable due to reasons like vacation or other commitments.
• Storage: Ideal for inactive accounts, providing a space to store them without active work or assignments.
• Review: Empowers admins to make changes without altering account worked dates, ensuring uninterrupted workflow.

Work Order:

 Work Order determines the presentation of accounts in a worklist.

• Dynamic: Evaluated in real-time and primarily sorted by the next work date. By default, they display accounts scheduled for work today or earlier, which haven't been worked yet.
• Static: Order remains fixed unless manually adjusted or rebuilt. Changes in account values won't alter their position, necessitating manual adjustments for reordering.

Exclusive Setting:

This setting is intended to manage whether accounts have the ability to be listed across multiple worklists or are restricted to a single worklist.

When you turn on the 'Exclusive' setting, the account assigned to this worklist will only be shown in this specific worklist. This helps maintain focus and avoids duplicated efforts by removing the account from all other worklists.

Considerations Before Creating Worklists:

Before creating a new worklist, review the configurations in existing worklists. Understanding the nuances of each worklist type and order is crucial. Evaluating specific needs and team collaboration requirements helps in making an informed choice.

Creating a Worklist:

To create a worklist, follow these steps:

1. Go to Workflow-Worklists.
2. Click "New" and enter the necessary details, including Worklist Name, Group (for SQL or logic blocks), and Worklist Type (Pool, User, Storage, or Review).
3. Define Worklist Order (Dynamic or Static) and set Exclusive if needed.
4. Specify other options like Work Required, Work Bundle, and Is Supervisor.
5. Add users who will work the worklist in the Users section.
6. Click "Save"

Refer to Worklist Sections and Fields for detailed field explanations.

Building and Testing Worklists

Building Worklists:

• Logic Blocks are utilized to populate worklists. These blocks define specific criteria for account selection.
• Testing logic blocks is essential to ensure the correct accounts are captured.
• Assigning logic blocks to worklists ensures accurate population.

Modifying Worklists and Managing Accounts:

• Worklists can be modified to suit changing requirements. Accounts can be reordered, and actions can be applied to multiple accounts simultaneously.
• At the account level, users can add or remove worklists. Exclusive worklists take precedence over others.

Managing Worklists:

• Adding Accounts: Accounts can be added manually from the Account Screen, through Logic blocks, mass manually from the Account Manager, or automatically triggered in an Action Path.
• Modifying Worklists: Use the Modify Worklist functionality for detailed control. Rearrange accounts, apply actions, and manage worklists effectively.
• Account Level Changes: Manage multiple worklists associated with an account in the Account Level Worklist Changes section. Add or remove worklists as needed.

Advanced Features:

• Worklist Types: Pool, User, Storage, and Review worklists cater to different needs, ensuring precise account management.
• Worklist Order: Choose between Dynamic (auto-sorted) and Static (manually adjustable) worklists for optimal organization.
• Building Worklists: Populate worklists using logic blocks and define build intervals for seamless updates.
• Worklist Action Path Actions: Automate worklist management using actions like adding, moving, or removing accounts.