Functionality
How do you activate "Dark Mode" for your HQueue screens?
True or false:
We have the ability to link out to our workflow's standard work in each queue.
True:
Each time you open an activity, in the top left box, you'll see the option for "Standard Work Hyperlink".
True or False:
In the "Comments" section of the activity, you can only freeform your comment.
False:
You can select a comment template if one is created for the workflow and you can also free form your comment.
When are we migrating into HQueue?
November 3rd, 2025
What section would you use to enter work completed outside of HQueue
The Manual Work Item section
True or False:
HQueue will have the same reporting page that Phoenix had.
False:
HQueue will not have the same reporting page as Phoenix. We will need to rely on our PowerBI dashboard solely to track our metrics.
Work Item
Where do the activity details populate after you open up an activity?
What is the training called that you had to take to prepare for our HQueue Migration?
HQueue for Operators
Where would your follow ups populate on the home screen?
Above the Work Queues search bar
What tab is the Work Item Search page housed under?
The Reporting tab
How do you create an email signature in HQueue?
Click on your name in the top right corner and then click the "Profile" hyperlink. From there, you can scroll down to the "Create New Signature" button.
Where can you find the email details if you're working a queue that receives emails?
You can find them in the top right box of the activity screen.
True or False:
You need to download an application to enable the connection between Outlook and HQueue.
True:
If we want HQueue to open up an Outlook window for us, we need to make sure we have the appropriate application downloaded.
If you see a red dot next to a certain queue, what does that mean?
It means we have items in the queue that have exceeded the SLA.
If you place an activity into follow up with the follow up date being a week away, when will that follow up appear on your homepage?
It will appear on your homepage within 24 hours of the follow up due date.
You now have the ability to ________ for work queues on your homepage.
Search
Why would the "Complete" button on an activity be greyed out?
If you did not fill out a required field, such as the claim# or the category fields, on the activity, the "Complete" button will grey out.
Why are we retiring Phoenix?
HQueue offers a simpler interface, better visibility into work, faster performance, and fewer maintenance issues. Retiring Phoenix also removes unsupported technology so our Solutions partners can support a more stable, secure platform.
What does it mean if you see 0 activities available in a queue but you see that 1 is assigned in the queue?
That means there is an activity that someone is actively working on.
What is replacing the activity "Category" drop downs from Phoenix?
The "Custom Fields" section in HQueue
True or False:
Once you place an item into follow up, you will no longer have the option to add comments to, sub-items, edit custom fields, etc., if you access the item again.
False:
If you access an activity that you placed into follow-up, you will still have all the same functionality that you did when it was a new activity.
True or False:
If you're working a queue that receives emails, you have the option to report that email as a Phishing email.
True:
HQueue has a "Report Phish" button that allows you to report phishing emails directly from the activity you're working.
True or False:
Once we move into HQueue, we will immediately stop using Phoenix.
False:
because only new work will flow into HQueue we will work in both systems for a very short time period (likely less then a week) to finish out remaining tasks and follow ups.
What is the maximum number of rows that you can show on your homepage?
500