Worklists

A worklist is a queue of work items, each pointing at a record that someone needs to act on: a form to complete, a case to review, a claim with missing data. Worklists decide who works each item, in what order, and how fast it gets done. Managers can watch the whole flow and step in when needed.

• Pull, don’t push. People choose Next and QBO hands them the most important item they’re eligible for, so you don’t have to manage vacations, long lunches, or spreadsheets of assignments.
• Routing by rules. A rules matrix can set each item’s team, person, priority, and even which worklist it lands in, based on the record’s data.
• Escalation by status. When a form moves from Processor Review to Supervisor Review, its item moves from one worklist to the next automatically.
• Exception queues. Any condition you can query, or any problem a workflow or import detects, can become a worklist item. Items that no longer meet the condition drop off on their own.
• Quality sampling. Completed items can be audited by percentage, with minimums and maximums set by rules.
• Measurement. Dashboards show queued, started, skipped, completed, and cancelled items by worklist, team, and person, along with inflows and outflows over time.

Key concepts

Concept	In QBO	What it does
Worklist template	SmartWorklistTemplate	Defines a kind of work: what records it covers, default team and priority, assignment and audit matrices, and where to send the user.
Worklist	SmartWorklist	An open queue created from a template. It can be restarted or cancelled as a whole.
Work item	SmartWorklistMember	One record to work, with its team, assigned person, priority, due date, and start, skip, completion, and cancellation dates.
Team	a label of people	A group of users. Each member has a priority for the team, which sets the order in which they’re routed to teams.
Team matrix	TeamMatrixID	A matrix that assigns team, person, priority, or worklist when an item is created.
Audit matrix	AuditMatrixID	A matrix that decides what share of completed items to audit, and where the audits go.

Most worklists are fed by Forms. Each form template can have a worklist, so every new form becomes a work item and completing the form completes the item.

Choose your view

Use the buttons under the page title. End user covers getting and finishing work. Power user covers worklist templates, assignment, escalation, exception queues, and audits. Developer covers the API.

Walkthroughs that use this

• Create worklists from any source
• Build a customer outreach workflow with follow-up calls