Shared WIP Processor

The Shared WIP Processor improves and fosters teamwork and helps teams work more efficiently and effectively.

Collect!'s shared WIP processing makes it easy for Collectors who share WIP lists to quickly move on to the next available contact. If the WIP you are trying to access is in use, Collect! opens the next available one in the shared WIP List. This saves time and keystrokes and can greatly enhance your workers' efficiency.

This functionality is only in effect when two or more users have loaded the SAME Work In Progress List.

If you select an item in the WIP, and it is locked, Collect! automatically tries the next one.

• Timed contacts are not invoked during WIP sharing.
• Coming to the end of the list, Collect! will loop back to the beginning.
• If we are cycling through locked contacts and we hit the initial contact a second time and it is still locked, a message box is displayed and we go back to the WIP List.
• If the user clicks into a contact and it is completed, we automatically skip to the next one as if the original one was locked. The behavior is identical.
• Works with "Force feed contacts" both ON and OFF.
• Operators who are not Type COLLECTOR are alerted when an account is in use already, but they are allowed to open the account anyway.

Set Up A Shared WIP List

1. Accounts are assigned to a central Operator ID (HSE for example), or in the case of incoming email streams, the ID represents one or more email addresses (support@collectsoftware.cc or sales@collect.org for example).

2. A review event is created assigned to the central HSE operator.

3. 'Enable Shared WIP List' is switched ON in the WIP Options.

4. Operators sign on with their own ID and then load the WIP List for the shared WIP ID.

Working A Shared WIP List

1. The user loads their WIP List and may be force fed, or can manually select contact events starting from the first item in the WIP List.

2. If the contact event or debtor/ cosigner/ client referred to by the event is in use by another operator, then the system automatically skips to the next available WIP item.


Shared WIP message for Collector Operator

3. If the contact event has been marked done or has been assigned to another operator ID (from the Shared WIP ID) then it is likewise skipped.

4. When an unused account is found, then it is opened and processed by the operator as usual.

5. If the operator makes contact with the debtor, WIP can be processed, marked done or forwarded, just as usual.

If the Operator is not Type COLLECTOR, ollect! will prompt that the account is in use, but the operator is allowed on to the account anyway. This enables SYSTEM users to view accounts while they are being worked.

Shared WIP message for System Operator

Summary

The shared WIP is typically used when new accounts are loaded, whether manually, in a batch or individually via the Collect! Web Host or the Collect! XML Data Pump.

Accounts are assigned to a shared WIP List. Your users access the shared WIP simultaneously and Collect! automatically routes your Collectors to the next available unprocessed WIP contact event. System Type Operators are alerted but are allowed to open an in use account.

This system significantly reduces the number of hands a given contact event must go through before being completed. It works very well with the Operator Group feature, as well, enabling operators to load multiple shared WIP Lists.

In a software support or CRM capacity this capability allows your team to manage incoming requests much more efficiently. Users can take ownership of incoming requests based on their field of expertise, thus eliminating the passing of Questions through multiple hands.

See Also

- WIP List Topics
- Operator Group