Working With Work Items

A work item consists of several different fields that provide information about the work being processed. The specific fields that appear on the work item depend on how your XTRAC administrator has configured XTRAC.

A work item is based on the Item Type field that identifies the type of transaction represented by the work item. The Subtype field associated with the item type further defines the type of work item transaction.

Additional information obtained from work item fields can include the following:

• Status of the work item
• Priority of the work item in a queue
• Account type, account number, and amount of the transaction
• Name, address, organization, and ID of the customer requesting the work
• Reason for the requested work (cause and/or subcause)
• How a work request was received, such as by phone or email (communication type)
• Name, address, phone number, organization, and account number of additional parties associated with the transaction, such as a bank or the executor of an estate
• Instructions for the next operator and pointers to attached notes, documents, and so forth

Click the following links to learn how to:

• Create a work item
• Split a work item
• Transfer a work item
• Copy a work item
• Add notes to a work item
• Add customer communications to a work item
• Link to other items