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Liquid Latitude Help
Queue Levels
Queue levels manage workflow to ensure the most efficient routing and working of accounts. Every account in Latitude has a queue level. Queue levels change based on account activity or condition. Queue logic doesn't force a queue level change when business logic prevents it. For example, when a user creates a promise payment arrangement on the account, Latitude assigns queue level 820 (future promise). When the credit bureau returns a requested credit report for the account. The queue level remains at 820 instead of changing to 200 (returned with credit report) because the business logic has priority.
Queue level code management
Users with the System Codes and Settings Permission can add, modify, and delete queue level codes. The system reserves queue levels 425-499, 600-699, and 700-799 to allow you to create queues for accounts that require special attention. Though allowed, we don't recommend the following actions without consulting with Latitude by Genesys Support:
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Modifying the descriptions for system- and user-defined queue levels.
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Modifying the "should queue" setting for system- and user-defined queue levels.
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Deleting system- and user-defined queue levels.
Queue level assignment
Automated queue level assignment is based on account activity and condition. When certain events occur or conditions exist on an account, Latitude or Custodian changes the queue level accordingly. For example, when a user sets a follow-up date on an account or a supervisor dismisses an account from the Supervisor queue. Users can move accounts manually to Custom, Clerical, or Supervisor queues. For a list of queue levels and their description, see Queue Level Codes.
Latitude updates some account queue levels immediately while others update during Custodian processing. Your organization can change the queue levels on accounts as needed using Custodian, WorkFlow, Job Manager, Exchange, or an SSIS package. For more information about Custodian; WorkFlow; Job Manager; or Exchange, see the corresponding documentation. If you need assistance, contact Latitude by Genesys Support.
Work queues
There are four work queues in Latitude that are available based on your permissions. Each queue contains accounts assigned to a specific queue level. For more information about working accounts in queues, see Work Queues.
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Collector queue: Contains accounts assigned to a queue level that is less than 599.
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Custom queue: Contains accounts assigned to queue levels 425-499 that require a specific type of work (for example, skip tracing).
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Clerical queue: Contains accounts assigned to queue levels 600-699 that require clerical support (for example, verification of a direct payment).
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Supervisor queue: Contains accounts assigned to queue levels 700-799 that require supervisor support (for example, approval of a payment arrangement).
Queue level issues and challenges
Queue levels present certain issues and challenges. For example:
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Workflow: Some queue levels determine the workflow priority for presenting accounts to users in work queues. The smaller the queue level number, the higher the priority for working those accounts.
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Work queues: Some queue levels identify a group of accounts that require special processing, after-hours work, clerical support, or supervisor support.
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Immediate assignment: Latitude assigns accounts to queue levels immediately based on account activities and conditions.
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Nightly assignment: Custodian assigns accounts to queue levels during nightly processing when accounts qualify.
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Planned assignment: Your organization can change queue level assignments at any time using Custodian, WorkFlow, Job Manager, Exchange, or an SSIS package.
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User-defined assignment: Users can assign accounts to user-defined queue levels that define the Custom, Clerical, and Supervisor queues.