A prioritised list of your collection cases showing each account that needs a contact action, the next scheduled step, and the outstanding balance — used to work through daily collection activity.
Overview
The Collections Queue is the primary workspace for day-to-day collection activity. Each row is a collection case assigned to you or your team, ordered by priority, amount, and days in collection. You can search, filter, and sort the list, then act on individual cases — logging calls, recording promises, sending emails, or opening the full Case Details page. Bulk actions let you reassign or update the status of multiple cases at once. Five KPI cards at the top show a live count of cases across key categories based on your current filters.
Key Features
Feature | Description |
KPI Summary Cards | Five cards — My Cases, Promised, High Priority, Due Today, and Total Outstanding — each reflecting the current filter state. |
Search Bar | Search across case ID, customer name, and account number without changing active filters. |
Currency Toggle | Switch between Case Currency and Base Currency. |
Filters Panel | Scope the queue by Status, Priority, Assigned User, and Currency independently or in combination. |
Column Configuration | Show/hide any of the 18 available columns, reorder, resize, and pin columns. |
Sortable Columns | Click any column header to sort ascending or descending. Click a third time to remove the sort. |
Single-Case Action Toolbar | Select exactly one case to access Log Call, Send Email, and Record Promise directly from the queue. |
Bulk Actions Toolbar | Select one or more cases to access Reassign User and Update Status. |
Export | Export visible columns or all columns to Excel. Applies active search and filter state. |
Create New Case | Open the case creation form directly from the queue header. |
Sections & Fields
Field | Description |
My Cases KPI card | Total count of cases matching your current filters. |
Promised KPI card | Count of cases with status Promised — customer has committed to a payment date. |
High Priority KPI card | Count of cases with Priority set to High — requiring immediate attention. |
Due Today KPI card | Count of cases where the next action is scheduled for today. |
Total Outstanding KPI card | Sum of outstanding amounts across all cases matching your filters. |
Search field | Free-text search across case ID, customer name, and account number. |
Currency Toggle | Switches the Amount column and Total Outstanding KPI between Case Currency and Base Currency. |
Filters button | Opens the Filters sheet. Badge shows count of active filters. |
Export button | Dropdown: Export Current View (visible columns) or Export All Columns. |
Column Settings button | Opens the column configuration dialog. |
Case Number column | Unique case identifier. Click to open the full Case Details page. |
Priority column | High (red), Medium (blue), or Low (grey). Set by the collection strategy or manually overridden. |
Customer column | The customer account name this case covers. |
Currency column | The trading currency of the case. |
Amount column | Outstanding balance for the case. Respects the Currency Toggle. |
Days column | Number of days the case has been in the collections workflow. |
Last Action column | Hover the info icon to see type, description, and date of the most recent action. |
Next Action column | The next step defined by the collection strategy for this case. |
Action Due Date column | Date the next action is due. Red if overdue, amber if due today. |
Status column | Active, Promised, Escalated, On Hold, or Closed. If Promised, shows the promise due date. |
Collection Strategy column | Name of the strategy driving the case workflow. |
Stage column | Progress bar showing how far through the strategy phases the case has reached (e.g. 2/5). Hover for the phase name. |
Filters sheet — Status | Filter by Active, Promised, Escalated, On Hold, or Closed. |
Filters sheet — Priority | Filter by High, Medium, or Low priority. |
Filters sheet — Assigned User | Scope to cases assigned to a specific collector. |
Filters sheet — Currency | Multi-select to show only cases in specific currencies. |
Bulk Action toolbar | Floating bar when cases are selected. Single case: Log Call, Send Email, Record Promise, Reassign User, Update Status. Multiple cases: Reassign User and Update Status only. |
Pagination footer | Current page / total pages. Select rows per page (10, 25, 50, or 100). |
User Guide
Getting Started
Navigate to Collections > Queue. Cases must have been created either manually or automatically by a collection strategy before they appear here. If the queue is empty and you expect cases, check that collection strategies are active and that customer accounts have overdue balances assigned.
How do I filter the queue to my own cases?
Click the Filters button in the toolbar.
Open the Assigned User dropdown and select your name.
Click Apply Filters.
Note: The My Cases KPI card updates to reflect your personal count after the filter is applied. Tip: If you always work from your own assigned cases, apply this filter at the start of each session.
How do I work through the queue?
Sort by Action Due Date ascending so overdue and today's cases appear at the top.
Click the Case Number of the first case to open the full Case Details page.
Review the customer's outstanding balance, last actions, and any open promises.
Contact the customer by phone or email.
Return to the queue and log the outcome by selecting the case checkbox to reveal the action toolbar:
Click Log Call to record what was said and the outcome.
Click Record Promise if the customer committed to a payment date and amount.
Click Send Email to send a follow-up communication directly from the queue.
Proceed to the next case.
Tip: Use the browser Back button or the breadcrumb on Case Details to return to the queue with your filters still in place.
How do I log a call against a case?
Select the checkbox on the case row to reveal the action toolbar.
Click Log Call.
Enter the call outcome, any notes, and the date.
Click Save.
Note: The Last Action column updates immediately to reflect the new call log.
How do I record a promise to pay?
Select the checkbox on the case row to reveal the action toolbar.
Click Record Promise.
Enter the promised amount, the date the customer expects to pay, and the confirmation method.
Click Save.
Note: The case status changes to Promised and the promise due date appears below the status badge in the Status column. Tip: If the customer promises a partial amount, enter just that amount — you can record a second promise for the remainder later.
How do I reassign a case to another collector?
Select the checkbox on the case row (or multiple rows for a bulk reassignment).
Click Reassign User in the floating action toolbar.
Select the new collector from the dropdown.
Add an optional note explaining the reason for reassignment.
Click Save.
Note: If you have filtered the queue to your own name, the reassigned case will disappear from your view after reassignment.
How do I update the status of multiple cases at once?
Select the checkboxes on all the case rows you want to update.
Click Update Status in the floating action toolbar.
Select the new status: Active, Promised, Escalated, On Hold, or Closed.
Add an optional note.
Click Save.
Note: Closing a case sets it to Closed status. The case will only disappear from the default queue view if you have filtered by a non-Closed status.
How do I export the queue to Excel?
Apply any filters and search terms you want reflected in the export.
Click the Export icon in the toolbar.
Select Export Current View (visible columns) or Export All Columns (includes hidden columns).
Note: The export runs server-side and applies your active filters — it is not limited to the current page.
Pro Tips
Log a call note immediately after each contact — if you are unavailable the next day, a colleague picking up the case needs to know what was last said.
Sort by Days in Collection descending once a week to surface cases that have been open the longest. Long-running cases often indicate a dispute or communication breakdown that needs escalation.
Pin the Action Due Date column to the left edge of the table so it stays visible when scrolling right through wide column configurations.
Use the Promised filter at the start of each day to check whether any promises from yesterday were kept — broken promises should be re-prioritised immediately.
FAQ
How does the queue decide which cases appear at the top? The default order is by the case's internal priority score, calculated from the collection strategy rules, the overdue amount, and the days in collection. You can override this by clicking any sortable column header.
What does the Due Today KPI card count? Cases where the Next Action Due Date is today's date. It does not include cases where the next action date is in the past (those are already overdue and shown in red).
What does the Stage progress bar mean? The progress bar shows how far through the collection strategy's defined phases this case has reached. For example, 2/5 means the case is on phase 2 of a 5-phase strategy. Hover the bar to see the phase name.
Why is a case showing a red Action Due Date? The next action for that case was due on a past date and has not been completed. Work the case as soon as possible — overdue actions increase the case's priority score.
Can I see all cases for the whole team, not just mine? Yes. Open the Filters sheet, set Assigned User to All Users (the default), and click Apply Filters.
Can I filter by more than one status at the same time? No — the Status filter in the Filters sheet is a single-select dropdown.
What happens to a case when I mark it as Closed? The case status is set to Closed and it counts toward the Closed this month metric on the Collections Dashboard. The case remains visible in the queue if you do not have a status filter active. It is not deleted.
Can I create a collection case from this page? Yes. Click Create New Case in the top-right header to open the case creation form.