Financials - Collections Strategies and Work Items

This subject area helps analyze collection strategies, strategy assignments, and work items used by collectors in Advanced Collections. It includes strategy attributes, work item attributes, assignment details, collector ownership, status, priority, due dates, completion dates, and related customer/account context. Use this subject area to monitor active strategies, predelinquency strategies, work item backlog, completed work items, overdue work items, and collector workload. Metrics include strategy count, work item count, open work item count, completed work item count, cancelled work item count, overdue work item count, and cycle-time measures where available.

Metric	Metric Definition
Accounts with Active Strategy	Shows accounts covered by strategy — numerator for strategy coverage rate.
Active Strategy Count	Shows active strategy count — primary operational volume metric.
Average Start Delay	Average SLA adherence — positive = consistently late start.
Average Work Item Duration	Average Work Item Duration (Days) — mean execution duration across completed work items. Slice by Work Item Template/Type at report level for per-action-type breakdown.
Cancelled Strategy Count	Shows cancelled strategy count — numerator for cancellation rate KPI.
Cancelled Work Item Count	Shows cancelled work items — includes strategy-driven cancellations.
Closed Strategy Count	Shows count of naturally completed strategies (CLOSED).
Complete Work Item Count	Shows completed work items — numerator for completion rate KPI.
Escalated Work Item Count	Shows escalation count — numerator for escalation rate KPI.
On-Time Work Items	Shows on-time starts — numerator for SLA adherence rate.
Open Work Item Count	Shows open work item count — collector workload measure.
Overdue Work Item Count	Shows overdue open items — requires immediate collector attention.
Overdue Work Item Rate %	Shows overdue rate — real-time operational health indicator.
Score at Assignment — Average	Shows template-level average assignment score — tracks portfolio risk profile shift.
SLA Adherence Rate %	Shows sLA adherence — on-time start rate for completed tasks.
Strategy Cancellation Rate %	Shows cancellation rate — high % indicates frequent score-driven reassignments.
Strategy Coverage Rate %	Shows coverage rate — what fraction of delinquent accounts are being actively worked.
Strategy Cure Rate %	Shows template cure rate — which strategy template actually resolves delinquency.
Strategy Cycle Count	Shows strategy cycle count — 3+ cycles = escalation to management.
Strategy Open Duration	Shows time active — drives average strategy lifecycle KPIs.
Strategy Tasks Due In a Week	Shows tasks due in a week — forward workload planning.
Strategy Tasks Due Today	Shows tasks due today — collector's immediate priority queue.
Time Remaining on Task	Shows time remaining — negative means overdue. Key daily prioritization metric for collectors.
Total Scored Account Count	Total scored accounts — denominator for strategy coverage rate.
Total Strategy Count	Total strategy count — denominator for cancellation and closure rates.
Total Work Item Count	Total work item volume.
Work Item Completion Rate %	Shows completion rate — core measure of collector task execution.
Work Item Escalation Rate %	Shows escalation rate — high % indicates difficulty resolving through standard actions.