Collections
Supervisor tools
Supervisors get a team dashboard, bulk assignment, and escalation rules that can be run on demand. Several parts of these screens are not what they appear to be; this page says which.
Written for: Collections supervisors · Collections managers · Evaluators
The Supervisor dashboard
Sidebar → Management → Supervisor
| Field or control | What it means |
|---|---|
| Total agents | Active users with the Agent role. |
| Available | Shows "Not available": agent presence (available, on a call, wrap-up, break) is not recorded. |
| Recently active | Users who logged any interaction in the last 30 minutes. It is not telephony presence. |
| Escalations | Urgent items: pending dispute-review tasks. Opens the Escalations screen. |
| Accounts In Progress | Accounts with an open assignment. |
| Payments Today / Promises Due Today | Counted from today's payments and pending promises. |
| Team Performance Leaderboard | Per agent, the number of distinct accounts with an interaction logged today, and those interactions. There is no dollars-collected figure: payments are not attributed to agents. |
| Queue Status | Accounts grouped by aging bucket. Despite the name these are not your work queues. |
The dashboard shows no predicted collection rate, efficiency score or AI recommendation - ArkCloud does not compute them.
Escalation rules
Sidebar → Patient AR → Collection Automation → Escalation Rules
An escalation rule matches accounts by conditions and lists actions to take. Creating, editing or deleting a rule needs the Admin role. Rules run only when a Supervisor or Admin presses the button to process them; no scheduled job runs them.
| Field or control | What it means |
|---|---|
| Actions that change data | Change status, Place with agency, Recall from agency, Flag for review and Request bad debt write-off. |
| Actions that do not run yet | Send letter, Send SMS, Send email, Schedule call, Assign to queue and Create task. Each one reports "This action does not run automatically yet. Nothing was sent or changed." - it is recorded as failed, listed among the errors and not counted as executed. Nothing is sent, scheduled, assigned or created. |
Call monitoring
There is no silent monitoring, whisper or barge-in. On deployments with Amazon Connect the Live Calls screen shows a notice that it does not read live data from Connect yet, with no calls and no monitoring controls. Call recording, where configured, is through Twilio rather than Amazon Connect. There are no quality scorecards and no automated compliance alerts.
Other things a supervisor will not find
Collector shift scheduling and time-off approval are not part of RCM (staff shifts live in ArkCloud Workforce, which has no time-off workflow). Requests that need a supervisor - payment approvals, disputes, complaints and other supervisor requests - can be raised, claimed and resolved on the Escalations screen (/dashboard/escalations), which is a task list rather than an approval workflow: any staff role can resolve an item. There are no gamification badges and no capacity-planning report.