The workspace toolbar is located on the top of all workspaces.

When a screen is enlarged, the icons on the workspace toolbar wrap to the next line and are left-justified in order to maintain accessibility.

Below is a list of the Toolbar icons and their descriptions:

Toolbar Icon	Description
	Click the Refresh icon to refresh the workspace being viewed. Any updates made to the workspace are displayed upon selecting this icon.
	Click the Full Screen icon to maximize the amount of space available to work a person. When selected, the icon appears active  and the Person Summary Box, Left Navigation Panel, Post Comment Box, and Top Area Screen are collapsed to provide a large viewing area for screens. Clicking the Full Screen icon again reverts these modifications. The top area screen is automatically collapsed when this icon is selected. Click on one of the tabs that display on that screen to have it re-open.
	Click the Person Verification icon to turn Person Verification on or off for the workspace. This feature is controlled by the system administrator in System Management > Areas. When this feature is active, a person verification screen displays upon opening a person workspace through a Search. This screen contains security information used to verify a person’s identity.  Person Verification only display when a workspace is opened through a Search and do not appear when working a queue. When Person Verification is on, the icon appears active and hovering over it displays a message to Turn Person Verification off.  Clicking this icon turns off the Person Verification functionality for your user. Person Verification does not display upon opening a new person workspace until the Person Verification functionality is enabled by re-clicking the icon. Configuring Security Information Within the Person Verification message, a section for Security Information appears that includes a Security Password, Security Question, and Security Answer. These fields are configured on the Person Verification Screen created by a system administrator in System Management > Screens.  When in a person workspace, the Person Verification screen can be accessed from the Screens tab on the Left Navigation panel. Once this screen is selected, it populates next to the overview tab in the workspace.                                                      The Person Verification screen consists of three fields: Field Description Security Password If editable, the security password displayed on the Person Verification message for the person in the workspace is defined here. Enter a security password within this field. Security Question Code If editable, the security question displayed on the Person Verification message for the person in the workspace is defined here. Select a Security Question to display from the options within the drop-down. The questions available within this drop-down are configured by the system administrator. Security Question Answer If editable, the security question answer displayed on the Person Verification message for the person in the workspace is defined here. Enter the answer for the security question selected from the Security Question drop-down in this field. Additional panels and/or fields may display on the Person Verification screen if configured by system administrators in System Management > Screens. It is here that system administrators also determine if these fields are required, recommended or read-only. Once all fields on the screen are complete, click Save. A success message appears to confirm that the screen saved successfully.                                 The Security Password, Security Question, and Security Answer defined on this screen now display within the Person Verification message for the person in the workspace. The Person Verification functionality is enabled by system administrators in System Management > Areas, and can also be controlled on the workspace toolbar. This message does not appear if the Person Verification icon is turned off for a user and/or the functionality in not enabled by system administrators.
	The Queue Contents icon opens the list of accounts in the queue and provides access to other accounts in the current queue. This feature is controlled by the system administrator in System Management > Areas.  The Queue Contents icon is disabled unless the person in the workspace is accessed by working a queue.
	Click the Create Repayment Plan icon to create a new repayment plan for the charged-off account in context in the workspace. The ability to use this feature is a security permission set by the system administrator. For more information on repayment plans, please reference the Repayment Plans topic of this guide.
	Click the Create New Case icon to create a new case for the person in the workspace. The ability to use this feature is a security permission set by the system administrator. For more information on cases, please reference the Cases topic in this gudie.
	The Tools drop-down provides quick links to external websites, such as the Temenos website and the websites defined by system administrators in System Management > Hyperlinks.
	The Updated icon refreshes the person workspace from the host and displays when the last update occurred. If changes are made during the refresh, an information icon appears within this notification to alert users of these changes. Hovering over the  icon displays the information that changed, as well as any errors that occurred.
	The Area drop-down identifies the area being worked, as well as other areas that are available.
	The Queue Selector drop-down displays the name of the queue being worked. Select the drop-down to see a list of all assigned queues and navigate to other queues. Selecting a queue from the drop-down opens an account in that queue. If no accounts are available in a queue, a message displays stating that no accounts are available in the selected queue and prompts to select another queue from the list.  When a queue is selected from the Queue Selector drop-down, an information icon appears and hovering over this icon displays the number of persons and accounts remaining to be worked in that queue. This feature is controlled by system administrators in System Management > Areas.    For the information icon to appear within this section of the toolbar, a queue must be selected and the Total and Remaining Accounts and/or Persons functionality must be enabled by the system administrator in System Management > Areas.
	The Get Next button allows the user to advance to the next person in the queue. This feature is controlled by the system administrator in System Management > Areas.  System administrators can configure icons to appear in a column within the Related Accounts panel to identify the accounts that must be worked before selecting Get Next. A workflow must be executed on the required account(s) in order to count them as worked and update the icon(s) within the Related Accounts panel. For more information on these icons, please see the Top Area Screen section of this topic. If Get Next is selected before the required accounts are worked, the following error message displays: While working a case queue, the Get Next button allows users to skip active tasks in a case and get the next case in the queue. When tasks are skipped, they are rescheduled to be worked the following workday, adhering to the workday schedule assigned to the task. The Get Next button is disabled unless the person is accessed by working a queue and the Get Next functionality is enabled by the system administrator.
	If another user is currently working the person in the workspace, an In Process message displays on the workspace toolbar. An information icon appears within this message to alert users that more information is available. Hovering over the icon displays the user that is also working the person. Multiple users are able to work a person, but work may be duplicated. There is a possibility that saved changes will be overwritten if another user in process saves a screen containing the fields being edited.

The Person Summary Panel is designed to provide a quick, high-level overview of a person. The information that appears within this panel is system-defined and includes home address, the home, work, and mobile phone numbers related to the record for the person-in-context, email address, social security number (SSN), and date of birth. The address that displays within the Person Summary panel is the Default Home address identified in the database for that person.

When the real-time refresh process runs, the Person Summary panel is automatically updated to display the most up to date information from the core for the person.

The content in the Person Summary Panel is driven by the person record selected to access the workspace. A person may include multiple person records such as joint checking accounts, third party mortgages, and third party credit cards that are grouped by SSN under a single Person Master record. This may cause a variation in the name displayed, as well as the home address. If a person record does not have a home address, any address associated to the person master record may be displayed. By default, the system populates the most recent address record for the person in the Person Summary Panel. If that record has a blank value for Address 1 in the database, the system automatically populates the next most recent address that includes a value for Address 1.

The phone numbers displayed in the Person Summary panel are related to the record for the person-in-context. 

System administrators have the ability to determine whether phone numbers related to closed accounts appear in the Other Phones window as defined in the Collection Settings tab of the Collection page in System Management. If the parameter is set to false by the system administrator, any phone numbers related to closed accounts for the PersonMasterID are excluded from the list that appears in the Other Phones window. If the parameter is set to true, the list includes all phone numbers for the PersonMasterID, including the numbers associated with any closed accounts.  Additionally, users may be able to call an account holder by clicking on the phone numbers in the Person Summary Panel, based on a configuration made in System Management. For more information on this setting, please see the Collection Settings section of the Collection topic in the Administrator Guide.

The Person Summary Panel does not display duplicate phone numbers of the same Type. For example, if a Home phone number and Mobile phone number share the same Phone Number, both the Home and Mobile phone numbers display. However, if two Home Phone Numbers are entered with the same Phone Number, only one Home phone number displays.

Administrators can also configure additional data to appear in the Person Summary by assigning Presentation rules to this area of the workspace. If rules are assigned to this area, a message displays within the panel to notify that rules are executing:

The additional data configured through rules appears below the current system-defined information once the workspace has completely loaded.

When data is updated within the Person Summary panel during the real-time refresh process, any Presentation rules assigned to the area automatically re-run to display the most up to date information for the person.

A tooltip is included in the Person Summary panel to display only the last four digits of a Social Security number. The rest of the SSN is masked until the  icon next to the SSN is clicked to display the full number. When the click is released, the masked SSN displays once again. SSN masking cannot be disabled as PCI compliance dictates an SSN cannot be displayed in clear text on a screen. The ability to unmask the value of the SSN is determined by the system administrator. If a user is not granted permission to view masked fields, a tool-tip is presented to the user upon clicking the  icon to identify that permission to unmask the field is not enabled. To provide a user with the ability to unmask fields, set the View Masked Fields permission to View under the Collections category in the Permissions tab of System Management > Users, or System Management > Origination > Groups > Security Groups.

The Left Navigation Panel displays three tabs: Favorites, Screens, and Workflows. Use the filter within each tab for easy navigation to items within the lists. Simply type the name of the item that is being searched.

Tab	Description
Favorites	Contains a list of configured screens and workflows. Commonly used screens and workflows can be added to this list for easier access. The Favorites tab is configured by selecting the  icon. This tab can also be managed by selecting User Options from the User Menu in the Workspace Ribbon Bar. Selecting the  icon displays the User Options pop-up window.   Within User Options, the following actions can be performed to customize the Favorites tab of the workspace: Add a Favorite To add a screen to the Favorites tab: Click the Add drop-down in User Options, and select Screen. An Add Screen pop-up window appears. Highlight the desired screen in the list, and click . The Add Screen window closes, and the selected screen appears within the bottom grid of the User Options window.  To add a workflow to the Favorites tab: Select Workflow from the Add drop-down in User Options. An Add Workflow pop-up window appears. Highlight the desired workflow in the list, and click . The Add Workflow window closes, and the selected workflow appears within the bottom grid of the User Options window.   Upon clicking Save, the desired items appear in the Favorites tab in the workspace. Remove a Favorite To remove an item from the Favorites tab:  Highlight the item to be removed within the User Options window, and click .  The Remove button is not enabled until an item is selected within the grid. Upon clicking , the selected item deletes from the bottom grid. Once the User Options window is saved, the selected item is removed from the Favorites tab in the workspace. Configure icons or labels To change the icon that appears for a specific item within the Favorites tab:  Click on the icon to be changed within the User Options grid. A Choose Icon window appears. Select a new icon for the item from the choices displayed: Once an icon is selected, click Close to return the User Options window. The new icon appears under the Icon column the grid.  To change the name that appears for a specific screen or workflow within the Favorites tab: Click on the name of the item within the Item Label column. The field becomes editable and allows for changes to be made to the label. Once all changes have been made to the label, click outside of the Item Label field.  Upon clicking Save, the configurations made to the icons or labels appear within the Favorites tab in the workspace. Click Save when all User Option configurations have been made. A success message appears confirming that the User Option saved successfully. Selecting Save and Close retains the changes made, and returns to the workspace. Once all User Options have been saved successfully, the changes appear within the Favorites tab in the workspace.
Screens	Contains a list of available screens. These screens are configured by the system administrator in System Management > Screens. The screens that appear in this list depend on the type of account or case in context in the workspace. For each screen, icons display to identify if the Screen is Person, Account related. The icons are as follows: - Account screen  - Person Screen  - Case Screen
Workflows	Contains a list of available workflows. These workflows are configured by the system administrator in System Management > Workflow > Workflows. The workflows that appear in this list depend on the type of account or case in context in the workspace.

The Post Comment Box appears on the left navigation panel of the workspace. Comments are automatically posted to the person's workspace. Comments can be associated to specific accounts and cases ,in addition to the account holder.

Enter any text into the Post Comment text box.

To post the comment click the  icon. A Select Items pop-up window appears to associate accounts or cases to that comment.

Depending on configurations made by the system administrator, the row for a delinquent account may display in different text and/or background color than a row for an account that is current, as shown in the below example. For more information, please see the Top Area Screen section of this topic.

After selecting the accounts and/or cases, click OK to post the comment. The comment appears on the Workflow History screen.

Selecting an account or case is not required in order to post a comment. If an account or case is in context when posting a comment, that account or case is selected by default. If an account or case is not selected, the comment is posted for the person.

To collapse the Post Comment Box, click the  icon. When the Post Comment Box is empty, clicking the  icon also collapses the box.

The Overview Screen appears in the lower section of the workspace, and is used to display information on the person being worked, as well as the account or case in context.

This screen cannot be closed.

The screens that preload within the workspace load based on the person, account, and case types in context, when the workspace initially loads or is refreshed. For example, if a person record is used to access the workspace, only person screens display within the Overview screen.

The following matrix provides an overview of the screens that preload in the workspace based on the item in context:

Person	Account	Case	Screens Preloaded in Workspace
			Person
			Person Account screens matching the account type
			Person Case screens matching the case type
			Person Account screens matching the account type Case screens matching the case type

As the selected account/case in the workspace changes, the preloaded screens for that account/case type will not be loaded. Preloaded screens are only used when initially loading the workspace.

Information within some panels displayed in the Overview screen can be viewed for all accounts or only the selected account by clicking All Accounts or Selected Account within the panel.

Panels default to a selection of All Accounts.

Through some panels, screens can be accessed, and other workspaces can be opened. For example, if the overview screen is configured to include the Related Persons panel, clicking on a Person within that panel displays a new workspace for that related person in a separate tab.

Information for a Joint account holder, such as the Joint account holder's primary address, appears in the Related Persons panel when the panel is configured to appear in the Workspace Overview.

If a related person is restricted, the person is not displayed in the related persons panel. Also, any accounts associated to the restricted person do not display in the Related Accounts.

Similarly, clicking on a workflow on the Workflow History Panel opens the Workflow History screen.

When accessing screens and executing workflows for a person, account, or case, the screen or workflow tab loads next to the Overview tab as shown below:

The information displayed within the Overview screen automatically refreshes upon the selection of a new account or case in the Related Accounts or Related Cases Panel. 

In order for information within a panel on the Overview screen to update as a new account or case is selected within the top area screen, the panel must be configured to appear on the Person screen mapped to the overview tab in the workspace. Clicking a row within the Related Accounts or Related Cases panel only refreshes the information within the Overview screen.

This automatic refresh does not occur when a new screen is opened. When a new screen is opened in the workspace, the information for the selected account or case displays and does not refresh if a new account or case is chosen within the Related Panels. To change the information that displays on a new Account or Case screen, use the drop-down within the top of the Screen tab.

If the account/case in selected in the Related Account/Case panel does not match the account or case selected in the drop-down, the background of the account/case drop-down displays as red. Users are also presented with a tooltip there is an account mismatch between the item selected in the Related Account/Case panel, and the drop-down. Click the link within the tooltip to reload the screen with the account/case selected in the Related Account/Case panel.

The Overview screen can be configured by system administrators to include Person, Account, or Case panels that populate to display information regarding the specific account or case in context. 

If any address, phone or email panels are configured to appear in the Overview screen, the information in these panels cannot be edited as these panels are read-only. For more information on these panels, please see the Screens topic in this guide.

When a new account or case is selected within a related panel, the information automatically refreshes in the Overview to reflect information for the account or case in context. Depending on the configuration of the Overview screen, additional panels may display when users change the account or case in context. 

For example, when a user selects a credit card account, panels displaying transaction and payment history related to the account populate in the Overview as shown below:

The top area screen appears within the top section of the workspace, and displays all account and case information for the person in context when configured to include the Related Accounts and Related Cases Panels.

By default, the Related Accounts panel displays open accounts, sorted in ascending order by Account ID, with the oldest account listed first. Users are able to update the Related Accounts filter to display All, Open, Open Liable, Delinquent, Delinquent Liable, and Closed Accounts. Additionally, users are able to change the sorting order by clicking on a column header. Institution administrators are able to configure how the accounts in the Related Account panel are filtered, and sorted within panel's properties in System Management > Screens. If a user changes the filter or sorting within the workspace, refreshing the workspace returns the Related Accounts panel to the default view. The maximum number of accounts displayed in the panel is controlled by the Max Accounts to Load database parameter. By default, this parameter is set to 150 to display the first 150 accounts for a person in the panel. If an account is not displayed in the Related Accounts grid due to the value set in the Max Accounts to Load parameter, it must be searched for using Temenos Infinity's standard search functionality.       Please contact Temenos if it is desired to change the value of the Max Accounts to Load parameter.

When the real-time refresh process runs, data within the Related Accounts grid is automatically updated to display the most up to date information from the core for the person.

For these panels to display, system administrators must configure a Person screen to include the Related Accounts and Related Cases panels and map it to the top area of the workspace in System Management > Areas. The fields that display within each panel are configured by the system administrator in System Management > Screens.

One of the columns that can be configured to display within the Related Accounts panel is Queue Information. Queue information alerts users to important queue messages by displaying a queue indicator icon within the column. 

Hovering over the icon displays the following information about the account:

Icon	Description	Tooltip
Empty Box	The account is not in a queue.	No message displays.
	The account is in the current queue.	This account is in the queue being worked.
	The account is in the current queue and must be worked before selecting Get Next.	This account is in the queue being worked and must be worked before getting next.
	The account is in a different queue.	This account is in the [name of queue] queue.
	The account is in a different queue and must be worked before selecting Get Next.	This account is in the [name of queue] queue and must be worked before getting next.

The functionality of the Queue Information  icon and  icon is determined by the Get Next setting configured by the system administrator in System Management > Areas. If no accounts are required to be worked before selecting Get Next, then these icons do not appear.

As queues are changed, the icons update to reflect the queue that is currently being worked. For example, in the screenshot below, the  icon appears for account 101277 and identifies that the account is in the 16-30 days DQ queue:

Working the 16-30 days DQ queue updates the Queue Information column to display the  icon identifying that the account is in the queue being worked.

If an icon includes a pencil, such as the  icon and  icon, then a workflow must be run on the account before Get Next can be selected.

If the workflow run on the account is configured by the system administrator to Deactivate Account in Queue, the account is removed from the queue upon completion of the workflow, and the Queue Indicator icon for the account is also removed from the Related Accounts panel after the workspace is refreshed.

In addition to the Queue Indicator Icons, the following icons can also be configured to appear within a column in the Related Accounts panel, providing immediate access to important account information for the person in context as they are hovered over in the workspace:

Icon	Description	Tooltip
	The account is delinquent. Depending on configurations made by the system administrator, the row for a delinquent account may display in different text and/or background color than a row for an account that is current. In the following example, the Related Accounts panel has been configured to display a different background color and text for delinquent accounts: When a delinquent account is selected within the panel, the account displays as an active account with a yellow background, and not the background color configured for DQ Accounts. Any style set for the text, such as font size and color, is applied to each value for the delinquent account, but the row does not display the background color until a different account is selected within the grid. The background color and text displayed for delinquent accounts is determined by the style configured for the DQ Account Style parameter in the General tab of the Panel Configuration window for the Related Accounts panel. For more information, please see the General section under Panels in the Screens topic of the Administrator guide.	This account is delinquent.
	The account is associated with one or more open cases.	Case Number(s) and Case Type(s).

Selecting any account or case within the panel highlights the row, and refreshes the contents that pertain to the selected account or case in the workspace Overview.

Right-clicking on a row in the Related Accounts/Cases panel provides users the option to reload the workspace with the account/case in context.

If any address, phone or email panels are configured in the top area screen, the information in these panels cannot be edited as these panels are read-only.

Use the drop-down in the top right-hand corner of the Related Accounts panel to determine if All Accounts, Open, Open Liable, Delinquent, Delinquent Liable, or Closed accounts display within the panel.

This drop-down defaults to Open Accounts.

A person is liable on an account if their Role Type on the account is set to Liable as configured by a system administrator in System Management > Role Types.

The top area screen is collapsible by clicking on one of the tabs that display on the screen.