RELEASE NOTES: QUALCO COLLECTIONS AND RECOVERIES

Introducing Back Office ops on a single screen

We welcome Back Office Users to Web Officer, a modern, clean UI built for efficiency, where Back Office tasks are streamlined and unified for a simpler workflow. Back Office users can now follow a different journey through new, dedicated screens, where they can view, register and manage all:

• Queries
• Arrangements
• Solutions
• Collaterals
• Real Properties

They can even set up Solution Types, Campaigns, Real Property Types, and Features.

Web Officer just got more accessible

As we constantly seek new ways to improve the user experience, we offer alternative themes to the Web Officer app with optimised colours, contrast, and text magnification. This aligns with our efforts to meet key aspects of the WCAG 2.2 permeability principles, improving readability, structure, and navigation. These enrichments make Web Officer more inclusive, usable and accessible to our Users. We also added new themes to the QCR Desktop app so you can choose the best fit for you.

Presenting an API for all Processes

Take control of the QCR Processes with the new management capabilities of QCR API. Retrieve data of Process Definitions and Process Instances, create new Instances and manage existing ones. Specifically, QCR API Consumers can now:

• Retrieve information about:
  • Processes Definition
  • Process Stages Definition
  • Processes custom fields for all related entities
    
    
• Create, update, and manage:
  • Processes
  • Subprocesses
    
    
• Manage Stages and their transitions
• View and approve pending transitions
• Manage:
  • Steps of Processes
  • Attachments of Processes
  • Linked Accounts of Processes
  • Non-CIF Customers
  • Linked Participants of Processes
  • Linked Collaterals of Processes
  • Linked Real Properties of Processes
  • Linked Arrangements of Processes
  • Linked Solutions of Processes
    
    
• View the Process Instance Timeline

Loose Dialer API integration

Need an alternative, loose approach to the native, tight and typical QCR - Dialer Integration? We have now introduced a new REST API Resource, agnostic to the system that consumes it, which feeds QCR Agents with Customers or Cases. API Consumers can now control which Customer or Case is delivered to which Agent.

More API Enhancements

We added to the API collection:

• More querying parameters for Transactions and Debt Items and additional fields for payer information.
• The field Address Location in Customer Addresses.
• More querying parameters are needed to identify the customer better when requesting customer information.

Enhancements for SoR

Debt Items

• New filters were added to easily find Open and Permanently closed Debt Items.
• The onboarding Charges file is extended to include Debt Item fields.
• For the Claim/Demand option, a new field is added to mark a Debt Element as Interest to allow Interest postings when in Claim view.

Criteria Library 

We added new criteria to the Criteria Library to facilitate segmentation. In particular:

• An "NPL" flag on the Case level to identify Non-Performing Loans.
• A new advanced criterion to identify the Driver Customer's Cases inside a Process instance. 

Invoicing and Remittance 

We improved invoicing and remittance operations, so you can now:

• Calculate multiple invoice and remittance instructions at the client or portfolio level.
• Generate remittance headers through daily remittance operations or generate remittance headers through invoice headers.
• Generate outward remittance headers when the servicer needs to pay out funds to the Client.
• Generate inward remittance headers when the servicer requests back funds from the Client.
• Perform the above operations for Portfolio groups.

We also added new frequencies to invoicing and remittance scheduling.

Finally, we enhanced the invoice merging functionality. You can now group Debt Items into one Debt under specific conditions, even when the 'New Invoices' option at the Client/Portfolio level is 'Split' or 'Merge'.

More Enhancements

Migration & Integration 

We enhanced the migration files to include the Arrangement Category field. Also, when onboarding new Process Instances, you can load new Processes and their Custom Properties during the same import operation.

UX enhancements 

No more unintentional persistent Customer locks! When a tab or browser closes in Web Officer, the system automatically unlocks the Customer, which is being actively managed.

Analytics 

We moved the existing Process of Analytics from the pre-login phase to the after-login phase so that login is available after the stage database is populated. Also, we added the Activity Code of the Last RPC (Right Person Contact) to Case Statistics so that the information about the Date and Officer is available to Analytics and retrievable for reports.

Other 

• Need to add longer notes to a Case, Customer, Debt Item, Vendor or Portfolio? Now, the Memo text length is unlimited.
• When sending written communication, automatically translate the process definition name, stages, and steps into the recipient's language. You can also translate Debt Element names based on the login language.
• We added new fields so that when onboarding new Legal Cases already under legal proceedings, you may:
  • Correctly map Subprocesses to the primary Process.
  • Associate the Process with a Legal Authority.

Get Email Notifications About Events

Tired of missing updates while working outside Web Officer? Overlooking actions on tasks you are involved in is now a thing of the past! Follow events related to your work and receive both email notifications and in-app alerts to stay up to date, whether or not Web Officer is open. 

Whenever an event occurs, you will receive a notification via: 

• Email 
• The In-App Messages page in Web Officer 
• A new card in your Dashboard
  

Currently available for Processes, this feature will soon expand to cover more events. The setup is simple and can be done directly in Web Officer. 

Assign Cases to Yourself

Enhancements for SoR

Billing & Invoicing  

1. After a partial payment reversal, the system recalculates the commission for the adjusted payment amount. 
2. Configure multiple invoice and remittance instructions for each Client, Portfolio or group of Portfolios. Define unique time periods, amounts, settlement accounts and contact information. 

Additional updates

• Apply activities to Cases via a new step in the strategies flow. 
• Custom lookup entries are now safeguarded – they cannot be edited or deleted if used in at least one process instance.
  

Dialer Enhancements 

Boost collaboration with more efficient call transfers. Agents can share Customer details across both screens during a call. 

Solutions 

We have ensured no viable solutions are missed by: 

• enhancing the Optimiser to accept all parameters aligned with your OrganiSation's policies. 
• enabling the generation of Solutions with different outcomes for Cases that already have active Arrangements. 

Set up Automated Initiation of Processes

Add New Strategies

Get Activities Configuration Overview

Leverage Enriched Analytics

We have enriched the analytics information with:

• Historical Personal Assignments 
• Last Right Person Communication per Case 
• Arrangement Last Broken Date 
• Portfolio Code in Account Collateral and Process Instance Participants 

Create exports in XML format

Use our new editor to define the XML structure, generating files with your preferred layout in a friendly and flexible manner. Choose to generate either: 

• one XML file per document (One File per Master Record), or
• a single document (One File for All Records). 

SoR Enhancements

Payments 

• We have expanded the Reversal functionality enabling you to partially reverse payments and choose how to allocate the reversal amounts to each Debt Item and Debt Element. Partial Reversals are flagged by the system so that you may check whether allocation adjustments are needed.
• Payments received through Batch Import are automatically allocated to the matched Cases. You can then manually book the amounts to the respective Debt Items and Debt Elements.
  
  

More

• You may now add relations other than the primary debtor, such as co-debtors, guarantors and others, to an existing Debt. This feature is available in both QCR Desktop and Web Officer.
• You can add a new Case to a Customer under any active Clients, regardless of which Client the rest of the Customer's Cases belong to.
• You can now migrate Customers with Cases under different Clients (QMF).
• Take advantage of the improved functionality to identify duplicates of the same Customer registered in the system.
  
• Enable automatic Customer deduplication to run the identification process when a new Customer is added.
• Identify duplicate Customers through New Matching Rules 

Arrangement Enhancements

• SEPA Direct Debit: Two product fields are included to show the reason the latest payment instruction was rejected, as well as the date and time.
• You can now choose different values, other than the default one, in the Arrangement Category, as per your business needs. 

More Enhancements

You can now:  

• View logs containing the details of Case assignments and recalls made to Debt Collection Agencies (DCAs).
• Mark specific attachments to be shared with the Customer through a Customer Portal. 

Tailor the UI to your needs

Take a tour on the API Message Bus

Empower your API Consumers to keep up with important changes in QCR data. Our new feature, the API Message Bus, enables your API Consumers to subscribe to one or more triggering events and get webhook notifications about the record change and the type of event. Notifications are supported for the following events:  

• Add Payment 
• Reverse Payment 
• Case Assignment 
• Case Recall 
• Personal Assignment 
• Personal Assignment Recall 
• Start a Process 
• Process Outsourcing
• Process Recall 
• Process Stage Transfer
  
• Subscription Suspended 
• Subscription Revoked
  
  

More events will be added soon.  

Arrangements

• Hybrid type Reduction Rules are now taken into account when calculating the Interest of Arrangements (SoR). 
• The Arrangement Instalment fee now applies only to the Instalments that exceed the defined threshold for waiving the fee, not to all Instalments, compared to previous versions (SoR). 
• The Arrangement form in Web Officer now allows you to define a Reduction Rule and Distribution Method when multiple Cases are selected (SoR).
• When creating an Arrangement, the system first checks if a Financial Assessment exists and displays it. If it doesn't, the form opens to optionally add one before continuing with the Arrangement.

Case Ledger enhancements (SoR)

Charges  

• New Data-sources related to Charges and Debt Items are now available: 
  
  

1. Charges for Case Demand 
2. Charges for Customer Demand 
3. Debt Items-Based Data Demand 
   
   

• The Charge Limits functionality is expanded with the following enrichments. You can: 
  
  

1. Apply multiple limits to a Charge Type 
2. Define limits based on the count of the applied Charges rather than their amount 
3. Perform either full or partial reversal for Charges which exceed a Charge Limit
   
   

• So far, when copying an existing Client with the clone option, the operation copied only the header fields from the source Portfolio. This functionality has been expanded to include the following dependent entities:  
  
  

1. Charge Type Overrides at the Portfolio level 
2. Arrangement Policy overrides at the Portfolio level 
   
   

• On Customer Charge Types, which generate Debt Items, you may define a Client VAT Rate during Charge Type configuration. This applies only when a Case closes with:
   

1. an outstanding Charge that is transferred from the Servicer to the Client 
2. a Client Charge that is generated to invoice the transferred amount to the Client 
   
   

Payments  

• When adding, reversing or transferring a payment in QCR Desktop apps, the date is pre-filled with the System Date as in Web Officer. 
• You can now select a specific Reduction Rule in the Alternative Reduction Rule field for direct payments at the Portfolio level. 

Commission Policy  

• You can now view and manage Commission Policies through the Case Details page in Web Officer.
• From now on, the Commission Policy assigned to a reversal payment is the same as the original payment. 

Migration & Integration  

Client and Portfolio extension fields have been added to integration and migration files.  

GDPR Enhancements

Faithful to our commitment to GDPR compliance, we have made a number of changes regarding the: 

• Right to Data Access - we have reassessed and enriched the entities and information included in standard GDPR exports. We have also streamlined the mechanism by removing data that is not relevant to the Client. 
• Right to be Forgotten - we have identified additional fields to be desensitised. 

Processes Enhancements

Localisation Enhancements

UX Enhancements

• Payment Reference is now available as a search criterion in the Case Admin and Search Collections screens (SoR). 
• We have added vertical expanders for menu groups that contain more than 6 items in Web Officer to make the selection on the Side Navigation Menu more functional. An optional setting is available on the installation level. 
• You can now send User Disposition Codes (UDC) on manual calls through the Unified Customer Screen (UCS) in Web Officer. An optional setting is available on the installation level. 
• Users can now accept or reject an Inbound Call while working with the Dialer in Web Officer. 

More Enhancements

• We have streamlined the process of creating new Clients by excluding the template Clients (SoR) from the selection list.
• You can now define Control Areas when creating a new Case and update them after the Case creation in Web Officer. 
• You can now associate multiple Authorised Parties to a Case through the Case Audit and Logs page in Web Officer.
• The customisation suite has been enriched with Client and Portfolio extension fields in the Data Model Extension form to create new criteria for expanding the available library (SoR). 
• We have extended the functionality of Advanced Criteria to support the definition of criteria for stream counters in QCR Admin.

Discover Web Officer’s Case Ledger Capabilities

Take advantage of the full functionality of events that affect a debt’s balance, with the porting of Payment and Debt Item Operations to Web Officer. 

Manage Case Payments 

Use Web Officer’s expanded payment functionalities to manage Customer payments and: 

• Add a payment to a Case 
• Add a payment as a draft and continue booking later, either manually or by applying default reduction rules. 
• Reverse an existing payment 
• Transfer an existing payment to one or more Cases, of the same or different Customer. 
• Unallocate an existing payment from a Case 
• View notes on a single payment, under the payment log. 
• Easily handle overpayments, with various options on how to allocate them, including transferring from a Debt Item to other Cases or providing a refund. 

All these features are also available when the Claim/Demand option is activated. 

Additionally, we have streamlined the following existing features: 

Payment Reversals 

The system now allows the reversal of payments that created overpayment transactions. 

Hybrid Reduction Rules

Now you can set Reduction Types when configuring Reduction Rules for Debt Items:

• Define Reduction Rules supporting both vertical and horizontal reduction of Debt Items.  
• Set the order of the Debt Items of the same Reduction Rule based on the assigned Reduction Type. 
• Claim Calculation is adjusted to support booking of payments based on Hybrid Reduction Rules.
  
  

 Debt Items 

 Debt Items refer to individual claims that together make up the Debt. A Debt may consist of one or more Debt Items. Although Debt Items can be added through the File Connector or the API, it is now possible to add a Debt Item using Web Officer too. Additionally, the following operations have been added: 

• Manually adding a Debt Item to a Case Claim. 
• Editing the details of a Debt Item. 
• Cloning an existing Debt Item. 
• Adding and editing Debt Item Memos. 

Written Communication Refactoring

 The Written Communication module is used to manage all aspects of content creation and communication with Customers or other stakeholders. You can use this tool to generate thousands of written communications using multiple channels such as letters, SMS, Emails, etc. We have refactored this module to provide you with:  

• Faster results by selecting your template’s fields using dynamic data-sources. Content Templates and Output Configuration, using these dynamic data-sources (not available for the Omnichannel module). 
• New field transformation functions, including field transformation via custom C# code. 
• Templates linked to the new dynamic data-sources, enabling you to generate large volumes. Existing Templates can still be used for lower volumes. 

SSoR enhancements

Billing, Invoicing & Accounting 

• Take advantage of the new billing features to
  1. Schedule monthly Client billings.
  2. Initialise or change the billing scheduling through the Client screen.

• You can now include the Header VAT Rate applicable to the Client when creating an invoice. 
• We have unified the “Activate Clearing” option across all different charge entry methods, preventing human errors and reducing handling time. 

More 

• When adding a new Case for a Customer with existing Cases from purchased Portfolios, you can select the Client and Portfolio to associate the Case with. 
• The Portfolio Matrix screen now supports more records under a Case property, which are now displayed as different tabs. You can now select more values under the same property for the attributes that define the assignment of a Case to a Portfolio. A step has also been added to the Add Case screen so you can input those values. 
• The system automatically associates Cases with Portfolios that are subject to different compensation policies. 

UX enhancements

• For Customers with multiple Cases under different Arrangement plans, the Arrangement Tile displays the Arrangement details of the selected Case. 
• In the Arrangement form, the Working button is displayed only in the User’s State Model Responsibility area. 
• You can select the User’s team from the User screen. 
• All Debt Element balances are available in the Case Admin and Collection Screens export. 
• When an address is set as invalid, thus cannot be set as Primary, the system automatically sets a different address as Primary based on defined conditions. 

Migration & Integration

API 

• New API GET points are available for Processes: 
• ProcessInstances 
• ProcessInstanceParticipants 
• ProcessInstanceSteps 
• ProcessDefinitionCustomFields
  
  

File Connector 

Historical Charges Migration 

When migrating charges from a legacy system to QCR, the structure and processing rules of a file and the corresponding generated transactions must be defined. To facilitate the matching process between the systems: 

• The migration file now includes all the data required for a proper charge registration. This helps avoid mismatches when interpreting the received records and the current charge type configuration. 
• Warnings are generated when the current charge type configuration is inconsistent with the rest of the data. 
• You can now add transactions of Type “Manual Entry – Adjustment” via integration. 
• The QUALCO Migration File (QMF) has been enriched with additional fields. 
  
  

 Charges Migration 

To ensure that Cases are migrated to the correct data structure, QCR supports the migration of: 

• charges as Debt Items 
• charge remaining balance 
• interest on fees and outlays 
• charges with different VAT rate 
• correct limitation date calculation 
  
  

Exports 

• You can now group all charge registration debt items into a single amount and add it to the oldest debt item in the DCA Export file. This will link all the transactions and charges related to these debt items to the oldest one as well.
  
  

Other 

• The Debts file now includes a set of properties to associate a Case with specific policies, instead of using a Portfolio’s complete properties. Cases are now automatically associated with the compensation, interest, and charges policies relevant to them according to the terms contractually agreed with the Client. 
• In the Debts business file, the product (PRD_S_ID) and subproduct (SPRD_S_ID) fields are now mandatory.  

Use QCR API 24/7, without interruptions

Work Processor in QCR API

In this version of QCR, whenever a Customer submits a request, this is managed within a dedicated queuing system called the Work Processor. This ensures that updates and inserts are seamlessly processed, even during EoD service or when a User locks a Customer record. As a result, API Consumers no longer need to implement a retry mechanism, and they receive rapid notifications upon request completion. This 24/7 service guarantees:

• Easier Implementation
• Cleaner Architecture
• Data Integrity
• Increased Scalability
• Improved User Experience

Explore more new API features

• Access new API resources to consume Real Properties and Case Collaterals info.
• Get information about Customer Balance through the new Claim Calculation Service.
• Discover the Case Resource enriched with the Case Payment Reference field.

Manage Fees and Expenses

The Charges module is of great importance to the Debt Collection process. It provides your Organisation with the necessary tools to systemically monitor all costs associated with the treatment of Debts, whether they arise from third -party services or 'day-to-day operations.

Managing the charging process can be complex, involving various technicalities such as determining the fee value and limits, monitoring the progress of repayments, handling VAT, and identifying the responsible entity for unpaid costs. These aspects are often governed by national regulations or contractual clauses with clients, which require a debt collection system with advanced configuration capabilities. However, it's important not to compromise the user experience or hinder the efficiency of Agents.

In response to this challenge and leveraging its robust infrastructure, QCR now enables Web Officer Users to:

• Apply fees to the Customer, manually or automatically, in the context of specific processes: collection fees, letter fees, penalties, arrangement setup fees and more.
• Monitor outlays, such as legal expenses, or address research costs.
• Charge the Client in advance or as compensation for expenses incurred on their behalf.

Written Communication

The letters and digital messages generated now provide a new field called Remaining Charge Amount. This feature is available in the following detail data sources:

• Charges for Cases
• Charges for Customers
• Aggregated Charges for Cases
• Arrangements Aggregated Charges for Cases
• Arrangements Charges for Cases

This field can be used as a filter for detailed data sources or as a sorting option. Additionally, you can use the new Type attribute to categorise your Written Communication templates.

Web Officer

Easily view the Original Balance of a Debt Item with just one click. This option is located on the Case Details page, on the Debt Items view.

Additionally, you can now explore the new options available in the UI Configuration tools, such as:

• Changing a data grid's page size
• Displaying or hiding the Row Number column of a data grid
• Making the first column wider in a data grid
• Adjusting the Style for labels used in a form

To avoid losing unsaved changes when navigating away from a form, the Web Officer will now notify you with a warning. This feature is especially useful when changing data in a form and navigating away without saving first.

SSoR only

• We have made some important changes to the configuration of Debt Reduction Rules. The clearing option restrictions have been removed, giving you more flexibility with your arrangements.
• You can suspend all interest policies when activating an arrangement and restore them when the arrangement is cancelled. However, if an arrangement is in place, any interest policies automatically defined by the application of charges will also be suspended.
• We have also streamlined the date-handling process for unallocated payments. You can now:
  • Use the system date as the value date
  • Retain the original value date when transferring a payment
• Additionally, you can reverse a payment allocated to the Dummy Account with the system date as the value date.

File Connector

You can now:

• Use a new import file for Custom Properties of Processes
• Set the Reduction Rule for a Payment in the Transaction file

Find the help you need right where you are

Contextual Help in Web Officer

We understand the importance of an uninterrupted workflow, even when you need to check the documentation. Our new Contextual Help feature scans the tools you use and provides relevant articles to assist you in just one click. This makes finding the help you need much easier, allowing you to quickly return to the task at hand.

Assess the financial status of SMEs

SME Financial Assessments in Web Officer

The expanded functionality of QCR's SME Financial Assessment is now available in Web Officer. With this new feature, you can easily gather all the necessary data to conduct a thorough Financial Assessment using the extended toolbox of the Small/Medium Enterprise Pack. You can then use the Financial Assessment to calculate and offer viable restructuring solutions to your customers. The toolbox has been developed by building on the existing infrastructure of affordability assessments and restructuring proposals. It has been deepened and adapted to the specific needs of our clients. With this new feature, you can:

• Register the past cash and forecasted flow information of your Customer up to 5 years in the future.
• Complete surveys designed to evaluate the viability and willingness of the business to cooperate
• Use detailed balance sheet information to evaluate the current and projected financial situation of your Customer.

Save precious testing time with Time Travel

Spending extended periods validating your business scenarios is now a thing of the past. The new Time Travel functionality allows you to execute the End-of-Day batch process for multiple system dates, either in the past or future, following a forward-looking logic. Depending on the size of your Portfolio, validation can now take as little as a few hours to a few days at most.

Easily adjust a Debt Item's balance

Need to adjust the balance of a Debt Item in Web Officer? Use Manual Entry (Balance) to have the system calculate the required transactions to rectify the balance. Alternatively, you can use Manual Entry (Transaction) to specify the transactions yourself. This feature is part of the System of Records (SoR) module in the QCR system. It is designed for organisations that engage in collections and recovery operations for debts that have either been purchased or assigned for management by an independent originator.

Web Officer

We have updated the Case Details Page under the Claim tab in the Unified Customer Screen. A new set of filters has been added under the Charges tab. Also, on the same page:

• When the Claim/ Demand option is activated on the installation level, you can now view balances either on Claim or Demand views. More updates on the Claim/ Demand feature will be available in the next release!
• Furthermore, under the Info tab, Portfolio tab, and Additional Info area, we have added extra reduction rules, which include:

• Direct Payment Reduction Rule
• Claim View Reduction Rule

Written Communication

The following points summarise the features and improvements in our Written Communication feature:

• You can add in Calculated fields a diversity of field types (Enhanced Text, Numeric, Date) and use them in Written Communication (WC) templates.
• You can apply basic formatting on Enhanced Text field types.
• Added "Partially Generated" status to identify WC failures.
• You can use Transformation functions on text fields to insert space characters every four characters of the input string or as a thousand separator.
• The "Last Installment Amount" statistic is now available in the WC data sources.

SSoR only

• In this update, we introduced "Accounts Receivable" bank account for Clients, which will represent the bank account for Client payments to the Servicer.
• We have also enhanced the allocation algorithms that match and allocate a bank payment. The references of the Transaction File are now compared to the Case payment reference field (CASE_PAYMENT_REFERENCE).
• Additionally, you can now set the Claim View reduction rule per Portfolio.
• We have removed constraints when modifying debt-level redaction rules and enabled setting up overrides of Charge Types and Interest Policies on Portfolios of Template Clients. These overrides are inherited to Portfolios of the Actual Clients created based on the Template Client.
• Finally, you can change the rate of a Variable Interest Type of a Past Date and request to recalculate existing Interest Accruals.

Analytics

As a configuration option in QCR, a "Daily Increment" analytics feature has been added to keep Analytics updated when there are three or more consecutive non-working days.

Migration & Integration

The following changes have been made:

• The Debt Items file has been modified to accommodate the increase of the DEBT_ITEM_GENERIC_TEXT_1 field.
• In the Transactions file, the Debt Item code is no longer mandatory.
• A new feature has been added that allows the exclusion of Debt items created by a charge registration from DCA Export files. Their amounts, as well as their Transactions and Charges, can now be included in the oldest Debt Item. This option is controlled by a System Preference.

More

• UI data sources now display the "Last Installment Amount" statistic
• The Activity Form allows setting future date Reminders.

Contact your customers with 2-way digital messaging

• Introducing the Omnichannel Service: Reaching out to some of your customers through traditional means like one-way written communication and phone calls can be challenging. Now, Conversations between Agents and Customers are as simple as using a messaging app! Reach your customers through their preferred channels, including WhatsApp, Viber, Messenger and two-way SMS, using the Omnichannel Service to steer them toward the most efficient Case resolution. The Omnichannel service features:
• Conversations: Find your Conversations in one place. Review Conversation statistics such as Time to First Reply, Time to Next Replies and Time to End a Conversation.
• ·Rich User Experience: Transfer, Move to Queue, jump to a customer or Case, and End a Conversation through an intuitive chat window designed for efficiency. Chat with your Customers using an intelligent component that stays active when navigating any screen. The Chat Window keeps all Conversation operations handy. View messages history, transfer a Conversation to another Agent, and move it to another Omnichannel Queue. End a Conversation by selecting Activities that describe the outcome of the communication. Find Waiting for Conversations in a handy To-Do list.
• Message Templates: Configure different message templates to more accurately communicate with your Customers through WhatsApp, Viber, Messenger and two-way SMS. Merge static with dynamic content. Set up both batch sending and single messages.
• Outbound Batch Messages: Create Outbound Omnichannel Campaigns using the WC module. Segment your customer base according to data collected by the Omnichannel service.
  
  

• Outbound Single Messages: Start Omnichannel Conversations through Web Officer.
• Inbound Messages: Use chatbots for automated replies. Match unknown senders with QCR Customer entries.
• Omnichannel Teams: Choose your preferred working model. Use dedicated Omnichannel Agents, Dialer Agents or a combination of both, to handle Conversations.
• Omnichannel Queues: Use different Omnichannel Queues to categorise and prioritise your Conversations.
  
  

• User Assignment Methods: Allocate Conversations to your Agents using Round Robin, Self-Selection or Least Busy methods.
• Customer Holistic View: Easily access the Customer's entire communication history through the Customer Profile, including Conversations, Communication Attempts, Activities, Metrics such as Waiting time, Time to reply, etc. and preferred and banned Communication Channels.
• Supervisor View: Control the operations of the Omnichannel Service by checking the Customer's Waiting Time and adjusting the capacity of your Omnichannel Teams. View open and closed Conversations by Status (Waiting, Assigned, Engaged, Wrap-up, Ended Today) and search Conversations using various criteria. Pick a Conversation and read the message's timeline.
• Notifications: Be notified about new messages in the Conversations you are handling, and new Conversations assigned to you. Push Notifications will inform you even when your internet browser is minimised.

Elevate the User Experience with the Dialer

Start and receive calls through Web Officer

The successful QCR Dialer service is now available in Web Officer. This integration with major third-party Dialers provides valuable features that allow agents to place and receive calls efficiently.

Regardless of which team Agents belong to, Dialers can handle outbound and inbound calls. All dialling modes are supported, including preview, automatic, progressive, and predictive dialling. With this integration, there is a bidirectional interaction with Dialer Systems.

This includes an overnight feed of Customers' phone numbers for dialling, the automatic launch of the Customer's screen when communication is made and the ability to perform standard telephony tasks from within the application.

Start using Web Officer in your Call Centre

After successfully implementing Web Officer for Legal and Amicable Officers, we have expanded its capabilities by adding many features for Call Centre Agents. Along with the Dialer theme, Web Officer is ready to completely replace the QCR Agent Desktop app. You’ll find the same robust functionality you are used to, with an improved design that is easier to navigate and use. Find out what is new in Web Officer:

Manage Cases through GetNext and Worklist GetNext

Your Call Center Agents can now use these screens to manually request their next Customer to communicate and work on assigned lists. This method of resolving Cases in an industrialised manner boosts Agents' efficiency and allows them to focus on their customers.

Some of the features you can enjoy while using the system:

• Work on a pre-populated list of Cases generated by Strategy Call Steps or work on a Case Segment. Click "Next", and the system will bring you a Case based on a sophisticated ordering rule setup.
• Use the GetNext feature to work on an ad-hoc generated Worklist of Cases.
• Mark the outcome by adding Activities or filling out items in a checklist.

Add Customers and Cases

• To manually add a Customer or Case, you only need to provide the minimum required information.
• After that, you can add as much detail as you want through the Customer and Case pages.
• You can register new customers (SSoR) and customer groups (SSoR and SBank) and make changes to the existing ones. Similarly, you can create a new Case and modify the details of the existing ones (SSoR).
  
  

Search for Customer Contacts and Phones

We have introduced new search modes that make finding the information you require easier and faster.

Verify your Customer's identity

Use the Customer Confirmation form to ensure compliance with Data Protection regulations by performing identity checks whenever in contact with a customer while logging all process details for future audits.

Manage all Customer information on the Customer Page  

• The Customer Profile page has been updated with new information:
• Under the Basics tab, you can find the following: Extensions, Events, Bank Account (SSoR), Behavioral Data, Streams (you can view, change status, disconnect)
• The Requests tab allows you to view, add, and edit Request and Request Attachments. On the Risk tab, you can find D3E Predictions and Scoring.
• The Other Products tab (SBank) has also been added.
• You can now register and manage customer instructions through the Customer Profile page. To enable the automatic generation of payment requests on the instalment due dates (SSoR), you can associate a Direct Debit or Credit Card to the Arrangement plan.
• Furthermore, new information has been added to the Audit and Logs page. You can now find Decision Engine and Archived Cases (SBank) on this page.

Manage all Case information on the Case Page

• New information has been added to the Case Details
• Under the Claim tab (SSoR), you will now find Charges and Billing Details for Debt Items.
• A new Debt Item page has been added with five new data views: Details, Balance Breakdown, Interests, Transactions, and Memos. From here, you can:
• Send communication to a customer for a selected Debt Item
• Add, edit, and delete an Interest Type applied on a Debt Item
• View all the existing Transactions related to a Debt Item
• View the current Charges and Charge Limits configured and send communication concerning Charged Items.
• Under the Info tab, you will find Portfolio (SSoR), Client Labels (SSoR), Bucket Analysis (SBank), Extensions, and Requests (view form only).
  • The Statuses tab has been updated to include Treatment (relocated from Properties and Statuses), Host Statuses, Code of Conduct, Properties (moved from Properties and Statuses), and Case Streams (view only).
  • The Risk tab now contains D3E Predictions and Scoring, and
  • The Late NPL (Non-Performing Loan) tab now includes Litigation, Insolvency, Restructuring, and Post Default.
• Furthermore, the Audit and Logs page has been updated to include Control Area log and Branch Assignment History (SBank) under Assignments, Decision Tree Case Log, Strategy Assignments, Strategy Transitions Log, and Step Management Exclusions under Decision Engine.
• Lastly, Customers Representatives authorised to deal with the debt owner or debt Collection Agency on behalf of the Customer can now be added to SSoR.
  
  

Track your working items

To save time when searching for Cases or Customers, you can take advantage of the following features:

• Favourites, where you can save your frequent searches in all Search screens,
• Recently Viewed, where you can trace the Cases you have recently visited by a shortcut in the Cases search modes,
• Bookmarks, where you can access your Bookmarked Cases in the Cases search modes.

These features allow you to streamline your search process and find the information you need quickly and easily.

Audit Agents' activity

The Audit UI makes a log entry whenever you select a customer or a Case in Search Screens, Quick Views and Collections. As an Authorised User, configure which Customer and/or Case selections are recorded through the UI Audit Setup screen of QCR Admin.

Discover and calculate practical restructuring Customer Solutions

Creating new repayment plans for non-performing Debts is now possible in Web Officer. When you want to come to an agreement with Customers to help them settle their debts, you can easily create a Solution following specific steps in a single form. Take advantage of the Customer Solutions suite of tools to fine-tune the proposed Solution further until you come to an agreement with the Customer:

• Use the UCS to explore and calculate Solutions based on predefined Solution Types grouped under Campaigns. These Solution Types are set up in QCR Admin.
• Tune Solutions and compare them using the NPV Calculator, powered by a famous investment planning formula.
• Use the optimisation facility to apply different scenarios among the candidate Solutions of an appointed Campaign.
• Ensure the proposed Solutions are aligned with the Organisation's restructuring policy.
• Propose to your Customers a range of restructuring products.
• Discuss the terms with the Customer and fine-tune the agreed Solution for sustainable debt treatment.

Keep track of your work with the User Summary

Web Officer now has a User Summary screen that helps you easily track your work. Here are some highlights of what you can do with the User Summary screen in Web Officer:

• Review your pending, completed and overdue Tasks in various views such as calendar, table, and agenda.
• Keep track of your production, such as Activities performed, Promises taken, Arrangements created, and Omnichannel Conversations held for a single day or your desired time.
• As a supervisor, review the calendars and production of your team or department members.
• Access and manage your Bookmarks and a list of your recently viewed Cases.

Add Activities with a single click

Quick Actions

Improve the speed of entering activities using the Quick Actions drawer. While working on a Case in Web Officer, open the drawer and select from a list of often-used Activity Types without leaving the screen you are on. These Activity Types are set up in QCR Admin for each Department or Team. Furthermore, you can keep notes in a textbox in the drawer and convert them into Activity comments with a single click.

New features in Arrangements

We have added new features to help you create and manage customer repayment plans. These features include:

• Shortening the repayment plan when a customer pays more than the next instalment amount. This way, the Customer benefits from fewer instalment fees.
• Applying alternative distribution methods and reduction rules for arrangement payments.
• Allowing you to customise your arrangement reference numbers according to specific rules.

Individual Claims

It's important to monitor charges, even if they are of the same type, as they may have separate VAT or interest rates. Additionally, you may wish to accurately know the balance per Charge and not only per Debt Element. Now you can:

• Create separate Debt Items for each Customer Charge.
• Manage and monitor fees and outlays as individual Debt Items within a Debt. This feature is optional.
• Handle the claimed amount of a Charge as a separate Debt Item when the Charge affects the Case Balance. This feature does not affect how a Charge is calculated nor the relation of the Charge with the debt.
• Apply different VAT and Interest rates on Charge Types that create Debt Items.

The new feature also supports claim transfer operations, accounting operations, and billing calculations.