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Open a Collector Queue
Use the Open Collector Queue dialog box to view accounts assigned to the Collector queue and open the queue in the Work Form. If you have the appropriate permissions, you can work accounts assigned to other desks in the Collector queue. The system sorts the accounts by the date added to the queue.
To open a Collector queue
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In the Main Menu window, click Work or press Alt + W. The Work Form appears. The Work Form appears.
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From the Search menu, click Collector Queue. The Open Collector Queue dialog box appears.
Desk: Allows you to open the work queue for another desk. This option is available if you have permission to work other collector desks.
Customer: Allows you to open the work queue for specific customers. This option is available if you have permission to work other collector desks.
Queue Date: Date a user or the system assigned the account to the queue.
Red queue dates indicate accounts that are past the due date for working them. These accounts are ones where the collector is behind in the queue.
Black queue dates indicate accounts scheduled for work today.
Blue queue dates indicate accounts scheduled for work in the future.
Accounts: Number of accounts in the queue for the associated queue date.
Balance: Balance of all accounts in the queue for the associated queue date.
Worked: Number of times someone worked the accounts in the queue for the associated queue date.
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To display the work queue for another desk, do the following:
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In the Open Collector Queue dialog box, at the end of the Desk box, click Browse. The Select Desks dialog box appears.
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To limit the list to a specific desk type, in the Desk Type list box, click the desk type.
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To search from the beginning of the list, in the Find box, type your search criteria and click the
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To search forward in the list, select a desk in the list, in the Find box, type your search criteria, and then click the
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To search backward in the list, select a desk in the list, in the Find box, type your search criteria, and then click the
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Click the desk to open and then click Open. The Select Desks dialog box closes and the selected desk displays in the Desk box in the Open Collector Queue dialog box.
Tip: If you have permission to work multiple desks and you want to select multiple sequential desks, press and hold the Shift key and click the first and last sequential desk. To select multiple non-sequential desks, press and hold the Ctrl key and click each individual desk.
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To display the work queue for specific customers, do the following:
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In the Open Collector Queue dialog box, at the end of the Desk box, click Browse. The Select Customers dialog box appears.
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To limit the list to a specific custom group, in the Custom Group list box, click the custom group.
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To search from the beginning of the list, in the Find box, type your search criteria and click the
icon. -
To search forward in the list, select a customer in the list, in the Find box, type your search criteria, and then click the
icon. -
To search backward in the list, select a customer in the list, in the Find box, type your search criteria, and then click the
icon. -
Click the customers to display in the work queue and then click Open. The Select Customers dialog box closes and the number of selected customers displays in the Customer box in the Open Collector Queue dialog box.
Tip: To select multiple sequential customers, press and hold the Shift key and click the first and last sequential customer. To select multiple non-sequential customers, press and hold the Ctrl key and click each individual customer.
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In the Open Collector Queue dialog box, do one of the following:
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To work all accounts in the Open Collector Queue dialog box in the order listed, in the Queue Date column, click All Accounts and then click OK.
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To work accounts in a specific queue level (within a date), click the plus sign (+) next to the queue date, click the queue level, and then click OK. The Open Collector Queue dialog box closes and the first account in the queue displays in the Work Form.
Note: If you set a follow-up time of day, you can also select the time of day within the queue level (for example, morning). The number of accounts in the Collector queue appears in the status bar at the bottom of the Work Form.