Shared WIP List / Pool Desks
WIP Lists can of two types:
- Contact events that are specific to a single user, or
- Contact events that are assigned to a Shared or Pool Desk ID
which collectors defined as belong to that desk's group are able
to access in a simultaneous, Shared WIP List.
Here are the steps to create a Shared / Pool WIP group:
- Create a Operator ID that will store the accounts for this pool.
This is often best done with something descriptive to define what
portfolio it contains, i.e. MED1 or BANK3 or NEW1 (if pool new bus
only), etc. The Operator Type can be Collector or System, Password
can be anything, User Level can be 60; no one will actually sign in
with the ID.
- For each collector in the team, enter their Operator Setup
screen and click into the Group Tab. Check the "Enable
operator group" switch ON and enter the Pool desk name into the
first field under Operator to the left of the Enable switch
(i.e. what you named the pool desk in the step above).
You do not include any other user IDs in the Group
Tab besides the actual Pool desk name. The
purpose of this step is to get the collector
access to another WIP List, NOT everybody's
individual WIP list on the team.
A collector can have access to multiple pool desks by adding
additional desk IDs to their Operator Group Tab.
- Tag your list of accounts that you wish to transfer to
the Pool desk and run a Batch Process Contact Plan to Assign
Accounts to Operator, where the target ID is the Shared / Pool
desk ID you created in the first step. Click No to untag the
list when the process completes, because there is another batch
process to follow.
- Run a Contact Plan that will insert a Review or Phone
contact event into all of the accounts on your Pool desk ID
if these are New accounts. If the desk you are building is
comprised of shelf inventory and all accounts have an In
Progress contact event already on them, you may skip this
step and proceed to the next step below. Assigning accounts
to a different Operator ID updates In Progress contacts to
the ID of the new desk you transferred it to.
- From a WIP List window, click Reload to access the Reload
Work In Progress List and use the drop-down arrow beside "Load
contacts for Operator" to select the first Operator ID of the
collectors you identified as being authorized to work the
Pooled WIP.
- Click the WIP Options button. Check the switch ON for
"Enable Shared WIP List" located at the bottom right of the
WIP Options screen.
- Click " Save as Default" to update this collector's
WIP permissions profile.
- Repeat the steps above until you have updated all the
collector WIP Option profiles that are part of this portfolio
team.
- Have all the collectors just modified sign out of Collect!,
then log back in for the permission changes to take effect.
- These Operators will now have extra WIP list access, even if
they are a User Level 60 (entry level). The collector will now
be able to toggle between WIP lists for all desks that they have
been authorized to work. They will not have access to any other
WIP Lists.
All collectors authorized for the pool can be working the WIP
List for that desk simultaneously. Time queues will pop up to
whichever collector is actively migrating to the next account
when the Time to work comes due for an account in the pool.
Collectors may see some additional popups while working in
together on a pool desk. These are normal system notifications
that the WIP is skipping the next account visible to the
collector on THEIR screen because another collector in the WIP
already went there/updated that.
It is highly recommended that pool desk WIP Options
be saved with "Always show next contact when"
checked ON. Meaning the actual desk name (i.e.
MED1). The individual collector's WIP Options
do not translate to the Pool Desk options.
Once your team has loaded up the communal WIP List, the manner
in which they work the accounts and advance to the next account
in the queue is exactly the same as working their own, individual
ID desks.
See Also
- WIP List Topics
- How to Use the WIP List
- WIP Options
- Reload Work In Progress
- Operator Group
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