The Work Screen
Queues, searching, the account screen, statuses and call backs.
Clocking In
If your agency uses the time clock, click Clock In at the top of the screen before you start. Your accounts and the phone open up once you’re clocked in.
Going to lunch? Click Break, then End Break when you’re back. Click Clock Out at the end of the day.
If there’s no activity for a while (20 minutes unless your admin changed it), a Still Working? box gives you 2 minutes to answer. If nobody answers, you’re clocked out at your last activity. Being on a call counts as activity.
Nobody is clocked out at closing time. Work after it is logged as After Hours.
Queues
The buttons across the top are your work lists, each with a count:
- Call Backs: accounts with a call back date of today or earlier.
- Promises: accounts in a Promise or Payment pending status.
- New Biz: accounts in a New status.
- Work By…: pick your own list by Status, Balance range, Client, Client & portfolio, State, Time zone or Call back date, then click Start working.
- Skip batches: accounts pulled from CollectionsMax for skip tracing.
- Point Callers only see accounts assigned to them. Closers and Admins see every account.
- Accounts in the Worked Pile, debtors over your age cutoff, exported accounts, and accounts whose numbers are all in a blocked area code never show up in a queue.
Moving Through Accounts
Use the ‹ and › arrows to move through the queue. Refresh reloads it: accounts you worked today go to the back and you jump to the next one nobody has touched. When everything has been worked you’ll see All done.
If the queue says some accounts are held back, those debtors are outside calling hours right now. They come back on their own once it’s OK to call.
Searching
Type a name, file number, SSN or phone number in the search box and press Enter. Search finds every account, even ones not assigned to you. Click a result to open it.
Status and Call Backs
Change status and Call back date are at the top of every account. Both save the moment you change them, and the change is written in the account’s History.
Promise and Payment pending statuses go to the Promises queue. Paid, Closed and Stop statuses (like Bankruptcy and Deceased) take the account out of the queues.
The Rest of the Account
The buttons under the phones open each part of the account: Assets, Employer, References, Original File (the placement record, read-only), Custom fields, Payments, Dupes (linked accounts for the same debtor) and History (every change, with who and when).
Edit debtor info changes the name, SSN, date of birth or email. Every edit is logged and the original placement record is never changed.
The Monitoring Notice
The first time you open the work screen you’ll see an electronic monitoring notice explaining that sign-ins, accounts opened, notes, calls, payments and searches are recorded. Click I acknowledge this notice to continue.