The agent receives a list of all worklists that contain open work items that are only assigned to this agent or to one of the agent's collection groups. The list contains a line summarizing all the work items and enforcement work items that are due for processing. Unlike work items, enforcement work items have a fixed item list assignment.

The worklists contain the following overviews and functions:

• Display details for the selected worklist

• Display progress of work items that belong to the selected worklist

• Display work items that are assigned to the agent and due for processing

• Assign additional work items to the worklist

  The agent can assign him-/herself further work items in the selected worklist that belong to their collection group but are not yet assigned to an agent for processing. The number of work items that can be assigned depends on the worklist parameters.

• Display details for the selected work item

• Display assignment history

  The system displays a list of collection groups and agents that were assigned to the selected work item.

• Display master data group notes

  The system displays the master data group notes for the work item selected in the list. Master data group notes are visible in all the work items in the master data group.

• Display work item notes

  The system displays the work item notes for the work item selected in the list. Work item notes are only visible in the work item.

• Process work items

  If a work item is in process, the system filters the following data according to the master data group to which the work item belongs:

  • Account balance

  • Document/item display

  • Chronological account balance

  • Installment plans

  • Promise to pay

  • Dunning history

  • Collection history

  • Documents

  • Inbound correspondence (Public Sector only)

  You can also assign a new contact person for the business partner to the work item or master data group. If you want to do this, the contact person must be defined in the business partner master data.

• Delete assignment

  You can delete the assignment of the work item to an agent. However, if you do this, the work item is still assigned to the collection group. You must specify a reason for the deletion.

• Change assignment

  You can change the assignment of a work item to an agent or to the collection group. You must specify a change reason.

• Assign further work items

  You can assign open work items in an agent's collection group that are not yet assigned to an agent for the selected worklist. The number of work items that can be assigned depends on the worklist parameters.

• Change work item

• Display details for the work item

• Display status history of work item

• Display assignment history of collection groups and agents for work item

• Display and change master data group notes and work item notes

• Display documents for work item

  The system displays all the FI-CA correspondence and FI-CA documents from the Document Management Service (DMS) that are linked to the work item. When you upload a DMS document, the system proposes a work item to which you can link it. In addition to the functions in the Documents component, the 'Delete Link' function is available here.

• Display work item item list

  You can display the assigned items for enforcement work items and change the status of the items (Active/Inactive).

• Action lists for work item

  The action list contains all the actions assigned to the work item, irrespective of the action status. The agent has access to the following processing functions in the list:

  • Execute action

    The agent can execute an action selected in the list. Depending on the action type, the system executes processing in SAP ECC, navigation in the Interaction Center for Financial Customer Care, or a manual action that does not result in processing. You can only execute an action if its status is Open. After execution, the status of the action changes to Executed.

  • Change action

    You can change the earliest or latest execution date for the selected open action.

  • Copy action

    You can copy a selected action. You can specify the earliest or latest execution date for the action you have copied. The action copied has the status Open.

  • Insert action

    You can add any action defined in Customizing in SAP ECC to the list of actions. You can specify the earliest or latest execution date for the new action. The status of the new action isOpen.

  • Change action status

    The agent can change the status of an action and enter a text regarding the status change.

  • Enter action notes

  • Display, upload, and link documents for work item