Working the suspense queue

The worklist is every receipt the platform is holding because it cannot tell whose it is. It spans operating entities, because the people who work this queue work all of them; the dashboard is per entity, because the ledger is.

Oldest first, always. The receipt that has been sitting longest is the one most likely to become a complaint.

Finding your own work

Three filters narrow the queue.

Filter	Use it to
Owner	See one person’s cases, or Unassigned for work nobody has picked up
Status	Separate what is open from what someone is already investigating
Search	Find a payer or a reference you have been given over the phone

Sort by Age to put the oldest at the top, or by Outstanding to deal with the largest first. Month-end usually wants age; a cash-flow question usually wants amount.

Handing work out

Select the cases with the checkboxes, choose a person, and select Assign. The whole selection moves at once, so a supervisor can hand out a morning’s work in one action.

Assigning does not resolve anything. It says who is looking, so two people do not work the same receipt.

What each row tells you

Payer and Reference are what the bank sent. If both are empty, nobody can identify this money from the statement alone, and it will need a phone call.
Purpose is what the money is being held for — an early settlement receipt is a different problem from an unidentified one.
Direction matters more than it looks. A returned debit is money going back out, not a receipt, and it is worked differently.
Age is counted from the day the money reached the bank, not from the day the case was opened. A receipt corrected back into suspense months later keeps its original age.

Select a row to open the case.

What your organisation configures

The purposes money is held under, and which bank accounts feed each one.
The age thresholds, and what happens when a receipt crosses one — a task raised, a group notified.
Who may see and work the queue.