Worklist Sections and Fields

Updated on 29 Dec 2023
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This article provides detailed explanations of all worklist sections and fields.

What Sections and Fields are in the Worklist?

Information Section

Field	Description
Worklist*	Worklist Name
Identifier*	Typically the same as the worklist name for easy reference.
Group	The group identifier lets you use the worklist in SQL or logic blocks. If you use the set identifier in logic, it will give you all the accounts that belong to that worklist.
Worklist Type* There is variation in the setup settings for each of these worklist types.	Pool: Designed to be worked by multiple agents at a time. Any user added to the worklist will have the ability to work accounts from this worklist. 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: The storage worklist is a place to store accounts that don't require active work or user assignments on a worklist. Review: Allow admins to make changes without updating account worked dates, which allows uninterrupted workflow.
Work Order*	Dynamic: Maintains a traditional sorting order, automatically updating based on user-defined criteria, with the primary sorting criterion being the Next Work Date. Offers a dynamic, evolving list. Static: Order remains fixed unless rebuilt; altering account values won't automatically change their position, requiring manual adjustments to the order.
Exclusive	When 'Exclusive' is enabled, it restricts an account to a designated worklist, preventing its inclusion in multiple lists. Conversely, in a 'Non-Exclusive' setup, an account gains the flexibility to feature in multiple worklists simultaneously.
Work Required	To advance to the next account, you must complete the designated account workflow actions, which can be configured under Setup > Workflow > Account Workflow Actions
Remove on Worked	Removes the account from the worklist after completion.
Work Bundle	Marks the entire bundle as worked when the primary account is processed. Please note that this functionality is exclusively accessible for User or Pool Worklist Types.
Is Supervisor	Users updating accounts from a supervisor or review type worklist will not affect the accounts last work date, or mark the account as worked even when performing an action that is specified as 'work'.
Description	Provides additional context about the worklist.
Watermark	Adds a watermark to accounts for easy identification.

Note

If the number of accounts in a worklist exceeds 5000, it is recommended to convert it into a static work order for optimal efficiency.

Rules Section

Fields	Description
Priority	Worklists can be prioritized by assigning a number to indicate their completion order. When 'Priority' is enabled, agents must complete all accounts with today's date in the nextWorkDate field before moving to other worklists. It's advisable to set priorities only when a clear need has been identified, assessed, and tested. Additionally, the same priority number cannot be assigned to two different worklists; for example, both 'New Worklist' and 'Active Worklist' cannot be assigned as priority one.
Time Range Start	Worklist will only be accessible between the times selected. If not time range is selected, it is always available.
Time Range End	Worklist will only be accessible between the times selected. If not time range is selected, it is always available.
Next Work Date Limit (Number of Days)	Specify the maximum number of days an agent can set as the next day work date for an account. Please note that static work order does not include a next work date field.
Primary Agent	Select the Primary Agent assigned to this worklist.
Work accounts outside valid call time (8AM-9PM)	If this is set to true, the user will be able to work an account in the worklist outside the valid call time.
Work accounts with a future Next Work Date	If this is set to true, the user will be able to work an account with a future Next Work Date.
Work Restricted Accounts	If this is set to true any accounts that are restricted on the worklist will be allowed to be worked.
Supervisor	Here you can specify a supervisor type worklist to be associated with a non supervisor worklist.

Users Section

Add a user(s) that will work the worklist by clicking on the “Add” button.

Image Displays Users in a Worklist

Primary Agent

Assigning a Primary Agent in a worklist is optional, but it enables specific workflow and Worklist Override settings. An agent can be primary in only one worklist, even if they work on multiple worklists. See Primary Agent for more details.

Build Options Section

Fields	Descriptions
Build Interval*	The build interval determines how often the build process is run to populate the worklist with new accounts. This should only be set at an interval if there is a specific need, otherwise it should be set to none and can be rebuilt on demand as needed.
Clear on Build	Checking this box means all accounts will be dropped from the worklist whenever a rebuild is initiated. CAUTION: having this checked will take the “Launch Day Triggers” job twice as long to build the worklist.
Selection Logic	This is where the logic block is selected or created that is used to select the accounts that will go into the worklist when it’s built. This tool should be used to select a group of accounts to build/start the worklist.
Flow Action ID	If a specific action path is needed to be applied to every account that is added to the worklist when the worklist is being built. The action path is selected here.

Sort Fields Section

It’s not required to add fields for sort options, but by doing so, the worklist can be further sorted by the order that Agents work accounts. Field sorts are applied at the time of the build. This is especially important for static worklists which can be manually modified and can be rebuilt. On rebuild, any manual changes will be lost because the field sort will be reapplied.

For Dynamic worklists Next Work Date will always be the first option in the field sort but other sort options can be arranged in any preferred order.
Static worklists can have any field sort order.

Overview Section

This section provided details related to the Accounts. Click View to display the current worklist contents in the order in which they are scheduled to work.

Image Displays Example Overview Section

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Admin User Functions

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What Sections and Fields are in the Worklist?