Temenos Lifecycle Management Suite - Collection Product Guide
Advanced Queuing
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In order to assign and author rules for Advanced Queuing, the ability to author Business Rules must be enabled for your institution. For more information about how to enable this functionality, please contact your Temenos Customer Care Representative. |
Advanced Queuing leverages business rules to enable administrators to write simple or complex criteria using account and/or account holder attributes. This criteria helps organize and assign accounts and persons to a collections queue. This method of queuing provides the ability to not only queue individual accounts, but also the person and all of their eligible, non-queued accounts as well. With Advanced Queuing, administrators can define Queuing Rules to determine Queue Eligibility and automatically assign a person and all of their accounts to specific queues as rule conditions are met.
To activate Advanced Queuing, navigate to System Management >Modules > Collection and select Advanced Queuing within the Queue Settings tab.
When Advanced Queuing is active, a Manage Rules button appears on the Collection Queues page to open Rules Manager and configure Queuing Rules.
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The following areas are not available within System Management when Advanced Queuing is active:
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When Advanced Queuing is activated in the Lifecycle Management Suite, the method of queuing proceeds as follows:
In order for a person to be available for Advanced Queuing, the person must hold a primary role on at least one delinquent account. Before Queuing Rules are executed for a person, the system gathers all persons who are primary on at least one delinquent account to apply the rules.
Eligibility runs on each account under the person. By default, all accounts are eligible for queuing. Through this rule, certain conditions can be built to mark an account as not eligible and narrow down queuing results.
After Queue Eligibility is determined, Account Assignment rules are then executed on each account individually. This allows the individual account to be placed in a specific queue, which might be a different queue than the one where overall Person is placed. After this rule executes, the remaining eligible accounts then follow Person Assignment rules.
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Account Assignment rules are not required and may be left blank if queuing is to be strictly by person. |
Once all configured Account Assignment rules have been applied, Person Assignment rules then execute to assign the person and their remaining eligible accounts that were not assigned through Account Assignment rules.
Queuing Rules can be configured in Rules Manager from System Management > Collections > Rules Management, or by clicking Manage Rules on the Collection Queues page.
Selecting Manage Rules opens Rules Manager with the Queuing category pre-selected.
The Queuing category consists of the following rules that can be configured to include rule logic for Advanced Queuing:
Account Eligibility rules define the people and accounts that are eligible to be placed into a queue. When defining Queue Eligibility rules, the conditions are the rules around the person/account such as account balance or the number of days delinquent.
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The condition IsQueueEligible is true must be included when authoring Account and Person rules in order to apply the Queue Eligibility rules defined here. |
The actions are then to either set the person/account as eligible or not eligible for queuing. Use the following table to assist with configuring business rules to determine Queue Eligibility:
| Action Template | What it Does | Category Selection |
| set queue eligibility for this account |
Sets the person/account as eligible or not eligible for queuing.
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Queuing |
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More than one Queue Eligibility rule can be authored within the Account Servicing Rules Manager. If multiple Queue Eligibility rules are desired, each rule can be configured to execute within the AccountEligibity rule using the action execute rule set. For example, the AccountEligibity rule below is configured to execute two separate rules to define queue eligibility:
Rules called by the execute rule set action template must be authored under the Account or Person entity. |
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Account Assignment rules are not required and may be left blank if queuing is to be strictly by person. |
The conditions are the rules around the account, such as the account type, if it meets queue eligibility, and/or specific field information such as balance amount or days delinquent.
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To ensure this rule only pulls in accounts determined as eligible through the defined Eligibility Rules, one of the conditions set here must be IsQueueEligible is true. |
The action for this rule is to assign the account to a specific queue. Use the following table to assist with configuring business rules to determine Account Assignment:
| Action Template | What it Does | Category Selection | ||
| assign account to queue |
Assigns the account to a specific queue.
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Queuing |
To determine account assignment, the account starts at the top of the rule and once a condition is met, it is placed into that corresponding queue.
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An account cannot be assigned to more than one queue. |
Person Queuing rules determine how a person and their eligible accounts should be placed into queues. The conditions are the rules around the person or the accounts on which the person has a primary role, such as total delinquent balance, days delinquent, and whether any of the person's accounts can be queued.
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To ensure this rule only pulls in accounts determined as eligible through the Eligibility Rule as well as the accounts not previously queued through the Account Queuing Rules, the conditions IsQueueEligible is true and CanBeQueued is true must be included in the rule logic. |
The action is to assign the person to a specific queue. Use the following table to assist with configuring business rules to determine Person Assignment:
| Action Template | What it Does | Category Selections | ||
| assign person to queue |
Assigns the person to a queue.
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Queuing |
To determine person assignment, the person starts at the top of the rule and once a condition is met, the person and all of the eligible, non-queued accounts for which they hold a primary role are placed into the selected queue.
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If an account is eligible to be assigned to two different queues through both Person Assignment and Account Assignment, the account is placed in the queue defined in the Account Assignment Rule. |
The Queuing Controller is a custom, system-defined rule that controls the rule execution of Account Eligibility, Account Assignment, and Person Assignment. The execution of this rule enables the execution of the AccountEligibility, AccountQueuing, and PersonQueuing rules in sequence to place persons and accounts into Collection Queues based on the conditions set within each rule.
Since the Queuing Controller rule is a custom rule, it cannot be viewed or edited in Rules Manager. Double-clicking on the rule within the Rules grid displays the following Warning message:
To configure the rule logic for Queuing Rules, double-click a Queuing rule within the Rules Grid or select Edit to open the Edit Rule window.
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AccountEligibility, AccountQueuing and PersonQueuing rules only run when executed from the Queuing Controller rule therefore, the This rules only runs when executed from another rule checkbox within the General Tab is selected by default and cannot be configured.
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The rule logic for each Queuing Rule is defined on the Definition tab within the Edit Rule window.
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The following Load options are automatically assigned to Queuing rules by default:
These options due not appear within the Assigned Options box when configuring Load Options, but are processed within the database as Queuing Rules are executed. |
Once all tabs within the Edit Rule window are complete, click Save to save the rule. Select Save and Close to save the Queuing rule and return to the Rules Management Application screen. Click Cancel to return to the Rules Management Application screen without saving.
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Save must also be selected on the Rules Management Application screen once all changes to rule logic are complete. Clicking Save within the individual rule does not save rule logic to the Rule Application without this final save. |
Click the 
to exit Rules Manager and return to the Collection Queues page.
See Rule Authoring for more information about authoring Business Rules.
To learn more about Collection Queues, please see the Collections Queue topic within this Guide.
Reference the following example for an overview of the Advanced Queuing Process:
Tiffany is a primary account holder on the following accounts:
Since Tiffany has at least one DQ account, all of her accounts are presented for account eligibility.
After the eligibility rule runs, it determines that the deposit account is not eligible because it is not DQ.
Next, any Account Assignment rules configured are run. For this example, the only account assignment rule configured pertains to Tiffany’s mortgage, so her mortgage is moved to the mortgage account queue.
The last step in the Advanced Queuing process is to run any person queuing rules configured. This is where person centric comes into play and Tiffany is queued as a person off of her delinquency. Since Tiffany’s Auto and Credit Card accounts are over 30 days DQ, Tiffany is placed into a person queue for 31-60 days DQ along with her Auto and Credit Card accounts.
AccountEligibility
