Functional Changes

This section provides a list of key functions that were upgrade, changed, or removed in the Framework. Using the table below, institutions are able to understand the functional changes made throughout the Framework for this release.

Function

Action

Reason/Description

Workday Schedule

Upgraded

The functionality has been upgraded to include a workday start and end time. The workday schedules can now be assigned to task types to calculate time related information such as escalation schedules and task durations.

Administrative Settings

Upgraded

The Administrative setting page has been upgraded to include a Service Email Address as well as default Workday Start and End Times to be used in workday schedules.

Task Templates

Upgraded

This functionality has adapted to accommodate the new task infrastructure. Task Templates have been upgraded to Case Tasks and can be found in System Management > Collections > Case Tasks.

The functionality changes with Case Tasks are below:

Case tasks are no longer added to task processes through administrative configuration.
Case task are made available to users to include in active cases in the workspace. This allows tasks that are not always necessary in a specialty process to be included when they are needed.

Task Processes

Upgraded

In version 14.00 the case checklists from version 10 have been updated to task processes.

To accommodate the new task infrastructure in version 14.02, task processes have been upgraded to build processes through an interactive screen that allows Task Types to be configured within the process.

Current task processes and checklists are upgraded and available in System Management > Collections > Case Processes

Case Tasks System Screen

Upgraded

The Case Task screen has been upgraded to support the dynamic nature of the new task types.

The changes to the case task screen are:

The Dependency Detail, Notes, and Instructions tabs have been removed and replaced with a Work Task, History, and Attachments tab.
The Task Navigation Panel no longer displays all the tasks in the case. With the new dynamic nature of tasks the Task navigation panel has been reconstructed to include only the tasks that must be worked to complete the case.
The task navigation panel toolbar has also been upgraded to allow users to:
- Add additional case processes.
- Add additional tasks.
- Cancel tasks and case processes.
The look and feel of the task toolbar has been upgraded. The ability to start a task has been removed, tasks now start when they are made available in the Task Navigation Panel.

Case Types edit screen

Upgraded

To support case tasks and case processes, the Case Types edit screen has been updated. The Task Processes and Task Templates tabs have been removed and replaced with Case Processes and Case Tasks tabs.

Real Time Refresh

Changed

This function has changed to now alert when real time refresh has changed the value of fields within the workspace for that person. The option to define if a person should be refreshed from the host before the workspace loads has been removed from the Area System Management screen, as this happens automatically without user configuration. A manual refresh button, now called the Updated icon, continues to appear on the workspace toolbar to provide users with the ability to perform a manual refresh. This button has been enhanced to display an information icon alerting that a refresh was performed and hovering over this icon lists any changes that were made due to the refresh.

!Run button for Reports, Views and Dashboards

Changed

The Run button on the listing page for Reports, Views and Dashboards has been enhanced to provide options that define where the report, view or dashboard is run. Prior to this enhancement, reports and views were run in a new browser window, while dashboards were run in a new browser tab. Now, clicking !Run for reports, views or dashboards displays two options: Run in a new tab or Run in a new window.

Workspace Related Grid

Changed

This has changed to now display an entire 360 degree view of a person and all relationships. It displays every account that the person has a role on, rather than only displaying accounts on which the person has a primary role. The purpose of this change is to show the entire relationship to the financial institution. Icons have changed to reflect status and cases on the account.

Account Workspace

Changed

This concept has changed to now be more focused on the Person. The Person workspace shows the person as a whole. The tab previously showed the account number and it now displays the persons name.

Alerts

Changed

The Alerts icon no longer appears on the workspace toolbar. Users are now alerted to additional and/or important information within the workspace through the appearance of an information icon. Hovering over this icon displays additional information as it pertains to the section it appears. The following sections of the workspace may contain an information icon:

Workspace Section

Alert

Updated icon

Displays any changes made or errors that occured during a refresh from the host.

In Process Notification

Displays the user who is also working a person.

Queue Selector Section

Displays the total number of persons and accounts remaining to be worked in a queue.

In order for the Information icon to appear within this section, the feature must be enabled by system administrators in System Management > Areas.

Additionally, queue messages now appear within the Queue Information column that can be configured to appear on the Related Accounts panel and the read-only message previously seen within the Alerts icon no longer displays in the workspace. Users are now redirected away from a restricted person or account and receive a message to alert them of the restriction.

"Allow Get Next without working a workflow" drop-down on the Area Configuration Screen

Changed

This setting on the Area Configuration Screen has been enhanced to specify the accounts to be worked prior to selecting Get Next. Previously, system administrators only defined whether accounts should or should not be worked prior to selecting Get Next. Now, this setting appears on the Area Configuration Screen as "Which accounts must be worked before allowing Get Next" and allows administrators to determine whether all accounts in the current queue, all accounts in any queue or no accounts have to be worked prior to selecting the Get Next button on the workspace toolbar.

Restricted Account screen

Changed

The Restricted Account screen no longer requires configuration. Prior to this enhancement, the screen that displayed when a user tried to access a restricted account was configured through a drop-down on the Area Configuration Screen. Now, the Restricted Account screen is system-defined and this drop-down no longer displays.

Solutions Tab on the Workflows Configuration screen

Changed

The Valid Contact and Busy Signal settings have been removed from the Solutions Tab on the Workflow Configuration screen. Changes made to the Contact Method Workflow Step now determine both the valid contact status and busy signal result.

Case Workspace

Removed

The Case Workspace has been removed from the Framework. Cases are now worked directly within the Person Workspace through case-related panels. The screen in the top area of the workspace can be configured to include a Related Cases panel that shows all cases related to a person. Additional case-related panels can also be configured to appear in the person workspace for specific case types. All functionality that was available within the Case Workspace is now even more accessible, such as access to hyperlinks in the Tools drop-down and the ability to create a case through the Create Case icon directly on the workspace toolbar.

Contact Methods

Removed

Obsolete contact methods for the Contact Method workflow step, such as Email, Letter and Instant Message have been removed to support Person Centric functionality. The Contact Method workflow step has been enhanced to include all phone numbers for every person related to an account or case and is not limited to only five phone numbers as it was in past versions.

Standard/Premium Workspace Options

Removed

The concept of separate Standard and Premium workspaces has gone away and the Workspace Options section on the Look and Feel tab in System Management> Administrative Settings has been removed. Every institution is now provided with a Standard Person workspace that contains all Premium options. The Person workspace can be customized to meet each institution's unique business needs.

Case Types tab on the Area Configuration Screen

Removed

The Case Types tab on the Area Configuration Screen has been removed. In prior versions, this tab controlled what case types were available for a user when creating a case in the workspace. Now, all case types are available to every area and do not require configuration.

Refresh configuration on the Area Configuration Screen

Removed

Real Time Refresh options are no longer controlled from the Area Configuration Screen. Prior to this enhancement, system administrators had to manually designate if accounts should be refreshed from the host before they displayed in the workspace and if a host refresh button displayed on the workspace toolbar. Now, Real Time Refresh is system defined and the Updated icon automatically appears on every person workspace to perform a manual refresh.

Workspace tab on the Area Configuration Screen

Removed

The Workspace tab on the Area Configuration Screen has been removed. In prior versions, the look and feel of the workspace was controlled on this tab. Now, configuration of the Person workspace occurs through drop-down options on the General tab of the Area System Management screen.

Dashboards, Views and Reports tab on the Area Configuration Screen

Removed

The Dashboards, Views, and Reports tabs have been removed from the Area Configuration Screen. In prior versions, these items had to be assigned to Areas. In version 14, these tabs no longer display on the Area Configuration Screen since area configuration is no longer required.

Create Non-Person Case

Removed

The ability to create a Non-Person Case has been removed from the Framework ribbon bar due to limited practical application within financial institutions.

Screen Preview

Removed

The ability to preview screens created within the Framework Screen designer has been removed to support the new screens architecture. Screens now offer more flexible customization and provide a 360 degree view of a persons relationship with the institution through configurable panels and 1-to-1 fields.

Account Relationship Screen

Removed

The Account Relationship Screen has been removed. The new person-centric design of the Framework and the vast person-centric configuration capabilities of the workspace allow for account relationships to be easily seen from the workspace.

"How should Coborrowers and Borrowers be linked in the Related Grid" setting in Administrative Settings

Removed

This setting in System Management > Administrative Settings > Other has been removed and replaced with the Overview Related Persons panel that can be added to a screen in a workspace. The Overview Related Persons panel displays all of a persons related accounts and opens the workspaces of these accounts with a single click.

Quick Search

Removed

The Quick Search option has been removed. The fields included on the Quick Search (Account Number, SSN and Soundbite ID) have been added to the Basic Search option.