Click Create above the grid area.

General

The New Collection Queue screen appears displaying the following fields:

Field	Description
Name	Enter a name for the queue. This is a required field.
Description	If necessary, provide a description. This gives other administrators more information about the queue.
Classification	Select Delinquency or Recovery from the drop-down. If using the Recovery Solution, recovery queues house charged-off accounts separate from delinquent accounts.  The Recovery option does not display if the Recovery solution is not active.
Type	Select Dialer Queue, Internal Queue or Third Party Queue from the drop-down. This controls other settings that may appear and may need to be specified on the General tab for the specific queue type. Reference the following table for an overview of each queue type:   Queue Type Description Dialer Queue A queue that uses dialer functionality, such as Genesys (SoundBite), to contact account holders. The accounts within this queue are sent to a dialer with the dialer export. This option does not appear if dialer functionality is not enabled. Internal Queue A queue used internally at the financial institution. An Internal Queue is built using criteria to filter accounts and is then assigned to be worked by specific collectors. Third Party Queue A queue set up as a repository for accounts to be worked by a Third Party. The accounts within this queue are sent to a specified third party company using the Framework’s export functionality. If the SWBC AP Account Services connector is active, the SWBC AP Account Services Queue option is available within this drop-down to create a queue to be used with the connector’s functionality.
Performance Group	If a specific Performance Group is working this queue, select the group from the drop-down. Performance Groups are configured in System Management > Groups > Performance Groups and allow administrators to evaluate groups of users with similar capabilities. Data regarding calls, contacts and promises are calculated and tracked for the performance group.
Active checkbox	Click the Active checkbox to make the queue active. To deactivate a queue, clear the checkbox. If a queue is deactivated, a queue refresh must be run to reassign accounts that are still in the queue.
Third Party Company	This drop-down list only appears when Third Party Queue is selected as the queue type. Select a third party company to associate with the queue being created.   The companies listed within this drop-down are created and managed in System Management > Address Book > Companies.
Dialer Name	This drop down only appears when Dialer Queue is selected from the Type drop-down. Select the name of the Dialer that is configured in the Framework. If SoundBite is selected, a Campaign Name drop-down appears to associate a campaign configured in Genesys (SoundBite) with the queue being created. Select a campaign name from the drop-down list. For more information on Genesys (SoundBite) campaigns, please see the Genesys connector guide.
Get Next Option	Select All Accounts or Only Next Contact Accounts from the drop-down. This controls the behavior of the Get Next button in the workspace for users working the queue. "All Accounts" pulls from the list of all accounts in the queue when Get Next is clicked. "Only Next Contact Accounts" pulls from a list of accounts that have a next contact date and time greater than or equal to the current date and time when Get Next is clicked.
Dialer Settings	This section only appears when Dialer Queue is selected from the Type drop-down. It also appears when SoundBite is selected from the Dialer Name drop-down. These settings control how the Framework handles related accounts in other queues, thus preventing or allowing multiple contact attempts to the borrower. Both parameters cannot be set at the same time and both parameters are only available for selection for a SoundBite queue. If creating a SoundBite queue, the setting defaults to the second parameter. The Dialer settings are as follows:   Dialer Setting Description If an account in this queue has a related account in another queue, exclude the account in the other queue from Get Next. When selected, this setting tells the Framework that the Dialer is responsible for making the contact attempt to the borrower. If a borrower has a credit card (which is in this Dialer queue) and an auto loan (which is in a non-dialer queue for delinquent autos), the auto loan is not presented to the user working the auto queue with Get Next. If an account in this queue has a related account in any internal queue, exclude the account in this queue from the SoundBite export. When selected, this setting tells the Framework not to export the account to Genesys (SoundBite). If a borrower has a credit card (which is in this Dialer queue) and an auto loan (which is in a non-dialer queue for delinquent autos), the auto loan is presented to the user working the auto queue. A note is automatically added to the credit card indicating that it was excluded from the SoundBite export because there is a related account in another queue.

Criteria

On the Criteria tab, use the Criteria Builder to set criteria in which accounts need to meet in order to fall into the queue. Refer to the Criteria Builder topic for more information.

Sorting

On the Sorting tab, determine the priority order of how accounts get presented to an end-user when they are working a queue. If more than one account has the same value for the field defined in Sorting Option 1, the field defined in Sorting Option 2 is evaluated for prioritization.

For example, a collection queue's sorting option 1 is set to use Days DQ in descending order and sorting option 2 field is set to Delinquent Amount in descending order. During queue assignment, hundreds of accounts are assigned with a Days DQ value of 60. Since the Days DQ value is the same for all of these accounts, sorting option 2: Delinquent Amount is used to determine the priority order. When the end-user clicks the Get Next button, an account 60 days delinquent with the greatest delinquent amount is opened and worked.

Security

On the Security tab, determine which Users and/or Groups have access to the new queue.

Click Save or Save and Close to save the new queue and return to the Collections Queues page. Click Cancel to return without saving.

Once saved, the new queue populates on the Collections Queues page and for the users/groups assigned to the queue. The queue can be accessed from the Framework Ribbon > Queues > Collections.

• Click to highlight the queue.
• Click Copy. The Copy Collections Queue screen appears.
• Navigate through the tabs and make any necessary changes.
• When finished, click Save or Save and Close to save the new queue and return to the Collections Queue page. Click Cancel to return without saving.

• Click to highlight a Queue.
• Click Edit. The Edit Collections Queue screen appears.
• Navigate through the tabs and make any necessary changes.
• When finished, click Save or Save and Close to save the queue and return to the Collections Queue page. Click Cancel to return without saving.

• Click to highlight a Queue.
• Click Delete.
• A confirmation message appears. Click Yes to delete the queue. Click No to return to the queue page without deleting.

Queues that have accounts assigned to them or are assigned an an Assignment or Distribution workflow step cannot be deleted.

Prior to performing the actual refresh, preview the refresh by clicking Preview above the grid area.            

The Receive Notification Upon Completion window appears. This screen allows administrators to enter email addresses, separated by semi-colons, to receive a notification when the preview process is complete. Enter in desired email address or leave it blank and click OK. Clicking Cancel cancels the Preview.

A notification appears showing the refresh preview has started.  

    

When the process completes, the grid refreshes showing the new information.

To actually run the refresh, click Refresh above the grid on the Refresh Queues tab.            

The Receive Notification Upon Completion window appears. This screen allows administrators to enter email addresses, separated by semi-colons, to receive a notification when the refresh process is complete. Click OK. Enter in desired email address or leave it blank and click OK. Clicking Cancel cancels the refresh.

A notification appears showing that the queue refresh has started.

When the refresh is complete, the grid refreshes showing the new information. The timestamp of the last refresh displays above the grid area.