Collections and Recovery Queues

Collection Queues allow financial institutions to organize, manage, and prioritize work based on different account and/or person attributes. They are created in System Management > Collections > Collection Queues.

The Collection Queues page contains two tabs: Collection Queues and Refresh Queues.

Collection Queues

From the Collection Queues tab, administrators can create queues, copy existing queues, edit existing queues, delete queues, and manage rules, if the rules functionality is enabled for the institution.

The Manage Rules button is not available if advanced queuing is not active in the Lifecycle Management Suite. See Advanced Queuing for more information.

The grid displayed on the Collection Queue tab contains the following columns:

Column Name	Description
Name	Name of the Collection Queue.
Description	Description of the Collection Queue.
Users	Number of users assigned to the Collection Queue.
Active	If checked, the Collection Queue is active in the Lifecycle Management Suite.
Type	Displays whether the Collection Queue is Internal, Dialer, or Third Party.
Classification	Displays whether the Collection Queue is Delinquency or Recovery.
Last Modified	Denotes when the last modification was made on the Collection Queue.
Modified By	Denotes who made the last modification on the Collection Queue.

Collection Queue Attributes

All Collection Queues include the following attributes, which are defined when creating, copying, or editing a Collection Queue:

General
Criteria
Sorting
Security

General

The General attributes allow administrators to activate the queue, as well as define the basic settings for the queue, such as name, type, and Get Next Options.

The following attributes are defined within the General tab:

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 module, recovery queues house charged-off accounts separate from delinquent accounts.

The Recovery option does not display if the Recovery module 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 (Genesys), 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 Lifecycle Management Suite’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 Lifecycle Management Suite.

If Genesys is selected, a Campaign Name drop-down appears to associate a campaign configured in Genesys (Genesys) with the queue being created. Select a campaign name from the drop-down list.

For more information on Genesys (Genesys) 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 Genesys is selected from the Dialer Name drop-down. These settings control how the Lifecycle Management Suite 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 Genesys queue. If creating a Genesys 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 Lifecycle Management Suite 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 Genesys export.	When selected, this setting tells the Lifecycle Management Suite not to export the account to Genesys (Genesys). 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 Genesys export because there is a related account in another queue.

Criteria

Within the Criteria tab, use the Criteria Builder to determine the criteria accounts need to meet in order to fall into the queue.

Refer to the Criteria Builder topic in this guide for more information.

This tab is not visible if Advanced Queuing is turned on. The criteria builder is account-specific and only used for Basic Queuing. Administrators should use business rules to define queues based on account holder and/or account attributes. For more information on determining queue criteria through rules for Advanced Queuing, see the Advanced Queuing section within this topic.

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.

The order in which accounts are presented is first determined by the Get Next option selected within the General tab, regardless of the sorting criteria defined here. When All Accounts is selected as the Get Next option, accounts with a Next Contact Time active in the database are presented to be worked first regardless of the sorting criteria. After all of the accounts with a set next contact time have been presented, the defined sorting options take place.

When Only Next Contact Accounts is selected as the Get Next option, accounts with a future contact date or time are not presented to the user even if they fall under the sorting criteria. Only accounts with a contact date or time in the past and present are presented to be worked in the queue regardless of the sorting option(s) selected.

Security

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

In addition to being assigned to the queue within this tab, the user or security group must also be granted View or Change access to the Workspace permission in order for workspaces to be opened from the queue in the Ribbon Bar. This permission is set under the Collection category of the Permissions tab in System Management > Users or System Management > Groups > Security Groups. For more information, please see the Users or Security Groups topic in this guide.

Collection Queue Actions

Administrators are able to perform the following actions within the Collection Queues tab:

Show Create a Queue

To create a Collection Queue:

Click above the grid area.
Define the General attributes.
When all General attributes are complete, navigate to the Criteria tab to determine which accounts meet the criteria to be placed in teh queue.
Once all criteria is defined, select the Sorting tab to set the priority order of how accounts get presented in the workspace.
After the priority order is set, assign users and security groups permission to the queue in the Security tab.
Upon completion of all attributes, click to add the new queue to the Lifecycle Management Suite.

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 Ribbon > Queues > Collections.

If authoring Business Rules, it is recommended to click Sync.Lookups within the Application Toolbar in Rules Manager before authoring a new rule in order to ensure the newly created Collection Queue is available within the Rules Management Application.

Show Copy a Queue

To copy a Collection Queue:

Highlight the desired queue, and click . The Copy Collections Queue screen appears.
Change the name of the queue in the General tab, and then navigate through each tab to make any other necessary changes.
When finished, click to add the new queue to the Lifecycle Management Suite.

Show Edit a Queue

To edit a queue:

Double-click the desired queue in the grid, or highlight the queue, and click .
The Edit Collections Queue screen appears.
Navigate through the tabs and make any necessary changes.
When finished, click to retain the queue settings.

Show Delete a Queue

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

To delete a queue:

Highlight the desired queue in the grid, and click .
A confirmation message appears. Click Yes to delete the queue. Click No to return to the queue page with deleting the queue.

Refresh Queues

The Refresh Queues tab allows administrators to manually refresh all collection queues within the Lifecycle Management Suite. Although Collections queues are automatically refreshed on a daily basis following the nightly batch import, administrators can also initiate a queue refresh at any time in order to instantly adapt to any necessary change in focus.

If a queue is dependant on a process or if a Profile Import is being used as the primary source of data for accounts, the Queue Refresh process should be dependent on whether the process completes.

The following columns display in the grid:

Column Name	Description
Name	Name of the Collections Queue.
Active	Denotes whether the queue is active in the Lifecycle Management Suite.
Old Accounts	Displays the number of accounts in the queue prior to the last refresh.
New Accounts	Displays the number of accounts in the queue after the last refresh.
%Change	The Percent Change between old and new accounts.
Old Persons	Displays the number of persons in the queue prior to the last refresh.
New Persons	Displays the number of persons in the queue after the last refresh.
%Change	The percent change between old and new persons.
Old Value	Displays the old value in $ in the queue prior to the last refresh.
New Value	Displays the new value in $ in the queue after the last refresh.
%Change	The percent change between old and new values.

Refresh Queue Actions

Administrators are able to perform the following actions within the Refresh Queues tab:

Show Preview Queue Refresh

Prior to performing the actual refresh, preview the refresh by clicking 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.

A notification appears showing the refresh preview has started. When the process completes, the grid refreshes showing the new information.

Show Refresh Queues

To actually run the refresh, click 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.

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.