Exception management
Create worklists on the fly and add exception items to them, so every item that needs a human gets one, tracked to resolution.
QBO Platform · Work queue management
The right task, to the right person, at the right time.
Smart work queues route tasks and exceptions to teams and people by rule. Each person clicks “Next” for the most important item, while managers see workload, productivity, and what’s at risk.
AI where you trust it. People where you need them. Your rules decide which.
Worklists are how a case’s human work gets done: as a task changes status, it moves from one worklist to the next automatically.
What it does
Rule-based assignment
Rules assign each item to a team, person, and priority from its data, and can create the worklist it belongs in if it doesn’t exist yet.
“Next” that knows what matters
Work is served in order of assignment, team priority, item priority, and due date. Snoozed items and other people’s work stay out of the way.
Work that follows status
When a task’s status changes, it closes on one worklist and opens on the next, so one task can move through intake, review, and approval.
Deadlines and escalation
Due dates measured in business time on your calendar, and escalation by status: change an item’s status and it moves to the worklist that handles it next.
Quality sampling
Sample completed work by rule for audit and route the audit items like any other task. Sticky assignment returns work to whoever handled it before.
AI agents on the team
Give an AI agent its own user account, and the same rules that assign work to people can assign it to the agent. Its AI operations run under that account, so every change it makes is recorded in its name, and audits sample its completed work like anyone else’s.
Messages in context
Email, SMS, Teams, and in-app notifications from templates; inbound email links itself to the right record, attachments included.
Building blocks
| Worklists | Routing, assignment, escalation, sampling, and exception queues |
| Messaging | Outbound and inbound email, SMS, and notifications from templates |
Integrations
SMTPSend email through your own mail servers.
Amazon SESSend high-volume email through Amazon Simple Email Service.- SendGridSend email through SendGrid.
- TwilioSend SMS text messages.
- Microsoft TeamsPost notifications to Teams channels.
- Microsoft Graph & IMAPReceive inbound email and link it, with attachments, to the right record.
More of the platform
- Process & Case ManagementThe case that orchestrates everything else.
- Documents to DecisionsIngest, generate, store, and act on documents.
- Data & InsightBring data in, score it, report on it.
- Partners & SecurityLet partners in. Show them only their part.
- AIQBO orchestrates AI — under your governance.
- Architecture & APIsOne API pattern, queues, and plugins.