About queue results

You may want one activity to trigger another. For example, an admissions recruiter calls an applicant who doesn’t answer. When the recruiter indicates there’s no answer, you want Campus Cafe to automatically place another another activity to remind them to call the applicant in three days. You can do this through queue results.

Required permissions

Prerequisites

• Provide people triggering the queue results with access to the initial activity tracking member.

• Create the initial activity tracking template that will spur a follow-up.

Create queue result

Queue results must be associated with a workflow or activity tracking template within the same activity tracking member. 

Configure the initial activity tracking template

You need to tell Campus Cafe which activity tracking templates may trigger a follow-up activity.

For example, you have an admissions activity tracking template called Initial Call that’s associated with applicants when they submit an application and then assigned to your admissions recruiter to complete. You want the recruiter to record the outcome of the call and, if the applicant didn't answer, want Campus Cafe to assign a reminder to the recruiter to call again in three days.

1. Go to All Users > Activity Tracking Templates.

2. In Search, enter the name of the activity that triggers another. In our example, we would enter Initial Call.

3. Next to the activity, click Edit.

4. Select Is Queueable.

5. Click Save.

Create follow-ups

As a result of the initial action, you may want just one activity as a follow-up or multiple activities.

For example, you may just want to put a reminder to call back an applicant. Or you may want to put a reminder to call back and send an email to the applicant saying you’re sorry you missed them.

Create a single follow-up

If you only need one result of the action, follow these directions.

In our example, we only need to remind the recruiter to call back the applicant who didn’t answer the phone.

1. Go to All Users > Workflow Definitions.

2. In Member select the same activity tracking member of the activity tracking template. In our example, we’d select admissions.

3. In Definition Name enter the name of the triggered activity. For example, FollowUpCall.

4. Click Add.

5. Select a Type and Category. Your selections will depend on your institution’s business processes.

6. In Description enter text for the follow-up. For example, Reminder Follow up Call to Applicant.

7. Select Is Queueable.

8. Optionally select Assign User so the follow-up is assigned to the person who triggered it. In our example, the same recruiter who reported the applicant didn’t answer the phone would be assigned to the follow-up call.

9. Click Save.

Create multiple follow ups

You may want multiple actions to trigger based on the initial response.

In our example, we’ll put a reminder to call the applicant in three days and send an email to the applicant saying we’re sorry we missed them.

1. Create the individual workflows that will comprise the follow-up actions. For example, the workflow that sets a reminder to call and the workflow that emails the applicant.

2. Go to All Users > Activity Tracking Templates.

3. In Member select the same activity tracking member of the activity tracking template. In our example, we’d select admissions.

4. In Template Name enter the name of the process that will follow. For example, we’ll collectively call our follow-up call and email Missed Call Outreach.

5. Click Add.

6. In Description enter text that illustrates the process. For example, we’ll call ours Applicant Missed Call Follow Up.

7. Unselect Auto-create WorkFlow because you already previously created the individual workflows.

8. Select Is Queueable.

9. In Work Flow Name select the first workflow to be triggered as part of the process. In our example, we’d choose FollowUpCall.

10. Click Save.

11. To add additional workflows, click Add Workflow then select the in Work Flow Name the additional workflow. Click Save.

Create queue result

1. Go to All Users > Queue Results.

2. In Member select the Activity Tracking Member to associate with the queue result

3. In Result Name enter the name of the queue result.

4. Click Add.

   • Description: Wording that appears in the reminder box on the activity when assigned.

   • Days Out: (Optional) The due date for the workflow or activity tracking template assigned will be the day it is assigned plus the number in this box.

   • Next Work Flow: The workflow to trigger when the queue result is selected. Used instead of Next Template.

   • Next Template: The activity tracking template to trigger when the queue result is selected. Used instead of Next Work Flow. Templates are available to select the day following their creation.

   • Assign to Same: Check to assign the triggered workflow or activity to the same user associated with the original activity. Use instead of Assign To Other.

   • Assign To Other: Choose a user to assign the triggered workflow or activity to. Use instead of Assign to Same.

   • Change Progress Code: (Optional) The individual associated with the triggered workflow or activity will have his or her admissions progress code changed to the specified value.

5. Click Save.

6. Go to Admin > Refresh Data Cache.

Trigger queue result

1. Go to the person’s profile.

2. Go to Person Selected > Activity Tracking.

3. Click Expand Filters to adjust the activities shown. This can help you find activities faster, especially for individuals with many activities. For example, you may wish to limit the activities shown to only ones in a certain member (category).
   Tip: Setting the Date Completed to <= 0 will show non-completed activities, setting this to >=0 will show both non-completed and completed tasks.

4. Click Submit.

5. Next to Reminder click +.

6. In To do select the follow up activity. In the example below, we’ve selected no answer, which will trigger a follow up reminder.
   
   

   Open

   

7. Optionally set a Custom Date when the follow-up activity will trigger.

8. Optionally assign the follow-up activity to a different person in Assign to Another.

9. Click Save.