Application Details Page

   WorkspacesThis topic is related to Journey Workspaces. |   Workspaces User |   v18.11 This feature was introduced in v18.11. |   Updated in v19.11 This feature was updated in v19.11.

Note

Your Workspaces portal may look different to what you see in this topic. This is because Workspaces is a highly configurable product, and this topic describes features based on the default configuration which may differ from how your Workspaces portal is configured; for example, you may see different branding or other fields. Nevertheless, the features described here work the same way in all Workspaces portals.

The Application Details page is displayed when you click a task in the item list. This page shares a common layout and a lot of common functionality across all of the Workspaces spaces, but there are some differences which are identified when discussing each of the spaces.

On the Details page, you can view information about the application and its associated tasks, and take appropriate actions to complete the tasks, thereby progressing the application through its processing life cycle. The Details page includes the following features, each of which is displayed on a separate card or in a separate card section.

  • Key information about the selected application and its tasks.
  • A set of actions that the current user can perform on the task or application at the current stage of the application's life cycle.
  • A list of applicants and products where you can select an applicant to view more details.  |  v19.11 This feature was introduced in v19.11.
  • Personal information for the selected applicant, including identity and contact details.  |   Updated in v19.11 This feature was updated in v19.11.
  • The outcomes of pre-configured background checks which provide an assessment of the selected applicant's suitability.  |   Updated in v19.11 This feature was updated in v19.11.
  • A timeline of steps that the application has been through with key application details and accompanying notes.
  • Attached documents relating to the application.
  • Optional display of custom information; for example, information that is not included in the standard cards, or that is presented differently.

Generally, each information item on the Details page has a label and a value. The label identifies the specific entity that the information relates to, and the value is the application information corresponding to the label. Sometimes, there may be multiple values for one label; for example, when data is presented in a table.

The Details page has been carefully designed to include all of the information you need to get your job done. Nevertheless, sometimes a value might be too long to fit in the space available for it; in this case, the value is truncated and an ellipsis ('...') is added to the end to indicate that you're not looking at the full value. To see the full value, point your cursor at the truncated value and a tool tip is displayed showing the full value in a tool tip.

To return to the List page, click the Back to ... link at the top of the page, or click an item in the Spaces panel.

Key Information

The Key Info card displays important application information that's handy for Workspaces staff to have at their fingertips.

As mentioned above, each information item has a label and a value. Items on the Key Info card also have an icon that provides a visual representation of the type of entity that the information is related to; for example, a unique identifier (ID), a person or a duration. The Key Info card includes between four and six items depending on the width of your browser window. The full width layout accommodates six key information items but as the width of your browser becomes smaller, items are removed progressively until only four items are displayed.

Actions

Actions can be performed from a List page or a Details page. At any time, buttons for the available actions can be found on the Details page in a group to the right of the Key Info card. Icon buttons for some actions may also be available in the item list. Note that the button labels are configurable and may not be the same as the action types.

To perform an action, click the button corresponding to the desired action. Most actions will display a brief message in the bottom right corner of the screen confirming that your desired action was successful or notifying you that something went wrong.

Applicant Information

When an applicant fills out an application, they are usually required to provide, for each applicant, personal information that serves to identify them uniquely. This personally identifiable information (PIIPersonally Identifiable Information (PII) is information about an individual that can be used to distinguish or trace an individual‘s identity, such as name, social security number, date and place of birth, mother‘s maiden name, or biometric records; and any other information that is linked to an individual.) is often used to perform background checks which are critical in successfully processing the application.

Changes have been made to the way applicant information is presented in Workspaces v19.11. Prior to Workspaces v19.11, applicant Information and background checks were displayed in two separate cards, Applicants and Background Checks, and all information for all applicants was displayed simultaneously. In Workspaces v19.11, applicant Information and background checks are now displayed for one applicant at a time, and in two separate sections of the Applicants card, Personal Info and Background Checks. These two sections are preceded by a Selected Applicant section containing the list of applicants, from which one applicant can be selected to see their information.

Applicant Information in Workspaces v19.05 and earlier releases

The Applicants card displays a brief read-only view of personal information that helps you to identify each applicant.

Personal information, which could include Personally Identifiable Information (PII) such as full name or email address, is displayed for primary and secondary applicants, with each applicant’s details shown separately. A minimum of three applicants are shown; if there are less than three applicants, those that are not applicable are shown with no data. Each applicant is identified uniquely by an Applicant Number icon which is used elsewhere on this page to connect information to a specific applicant.

Note

The number of applicants displayed is configurable. While the default configuration has three applicants, your Workspaces portal may have more (or less).

The specific information items displayed and their arrangement in this card are configured by a Workspaces developer and cannot be changed by a Workspaces user.

tails The Background Checks card displays a read-only view of the results of various checks or verifications relating to the applicants. Examples of checks and verifications that might appear here include identity verification and risk rating.

The background checks are displayed in groups, showing the name of each background check and the corresponding results. Separate results are shown for each applicant. A minimum of three applicants are shown; if there are less than three applicants, those that are not applicable are shown with no data. Applicant Number cons are used to identify the applicant that each background check relates to.

Note

The number of applicants displayed is configurable. While the default configuration has three applicants, your Workspaces portal may have more (or less).

The result of each background check is reinforced through the use of color. Journey Workspaces supports a set of standard colors that can be associated with various results or states. Here are the available colors and some suggestions for how they might be used.

  • Green, Light Green – Indicate positive results.
  • Red, Black – Indicate negative results.
  • Blue – Used for neutral states.
  • Orange – Represent intermediate or other states.

Some background checks have additional information associated with them which can be useful to understand how the result was determined. The availability of additional information is indicated by a Detail Link to the right of the result; click the link to view the additional information.

The Background Checks card is highly configurable. The specific background checks displayed on this card are configured by a Journey platform developer and cannot be changed by a Workspaces user.

Applicant Information in Workspaces v19.11

All information pertaining to the applicants is combined into a single Applicants card. In the default configuration, the Applicants card uses the same layout in all spaces, consisting of three sections:

As mentioned above, the Selected Applicant section serves two purposes. In addition to displaying key applicant-related information, you can select an applicant from this section to display their information in the Personal Info and Background Checks sections.

In the default configuration, the key applicant-related information shown for each applicant includes:

  • A Selected indicator (radio button) showing which applicant is currently selected.
  • A Status indicator (red disc) showing whether any of the background checks require attention when processing the application.
  • Applicant identity information (Name, Email).
  • Finally, on the right-hand side there's a column for each product in the application.

The product columns correspond to the products in the application that were selected by the applicant, and the values in these columns indicate how each applicant relates to each product in the application; for example, whether an applicant is the primary applicant, a joint applicant, or even a guarantor.

The first four columns in the Selected Applicant table are fixed (in the default configuration), with only Name and Email being applicant information. Status is a system-generated value based on the results of the applicant's background checks, and Selected reflects a choice made by a Workspaces user. In contrast, the number and names of the product columns may vary from one application to the next as they are determined by selections made by the applicants when completing their application. Similarly, the values displayed in the product columns are also application specific, as they correspond to selections made by the applicants when completing the application.

Immediately beneath the Selected Applicant section is the Personal Info section. This section, as the name suggests, displays personal information (PIIPersonally Identifiable Information (PII) is information about an individual that can be used to distinguish or trace an individual‘s identity, such as name, social security number, date and place of birth, mother‘s maiden name, or biometric records; and any other information that is linked to an individual.) relating to the currently selected applicant. Prior to Workspaces v19.11, the personal information for all applicants was displayed simultaneously in a tabular view. In Workspaces v19.11, personal information is displayed in a grid layout for just one selected applicant. This change was made to improve the user experience when dealing with applications that include multiple applicants and/or multiple products.

tails The Background Checks section displays a read-only view of the results of various checks or verifications relating to the selected applicant. Examples of checks and verifications that might appear here include identity verification and risk rating.

The background checks are displayed in groups, showing the name of each background check and the corresponding results. Those for which results are not available are shown with no data.

The result of each background check is reinforced through the use of color. Journey Workspaces supports a set of standard colors that can be associated with various results or states. Here are the available colors and some suggestions for how they might be used.

  • Green, Light Green – Indicate positive results.
  • Red, Black – Indicate negative results.
  • Blue – Used for neutral states.
  • Orange – Represent intermediate or other states.

The Background Checks section includes a legend identifying the primary colors (blue, green, red, orange) and their indication.

Some background checks have additional information associated with them which can be useful to understand how the result was determined. The availability of additional information is indicated by a Detail Link to the right of the result; click the link to view the additional information.

The Background Checks section is highly configurable. The specific background checks displayed are configured by a Journey platform developer and cannot be changed by a Workspaces user.

Application Timeline

The Application Timeline card displays information about important tasks or steps in the application's timeline with accompanying notes. The step that is currently in progress is shown at the top of the timeline card followed by the previously completed steps in a separate section listed in order of creation with the oldest tasks at the bottom.

Each step in the timeline is displayed in a separate Step History card. Only one step is expanded at any time; clicking a step collapses the step that was open. Initially, all of the completed steps are collapsed with just the step that is in progress expanded, but any step can be expanded to view more details. While the current (In Progress) step is open, you can record information about the step by entering a note. However, notes cannot be entered for older steps that have been completed.

When a step is collapsed, the following details are shown:

  • The step name. This may be the same as the name f the queue that the task is or was sourced from, except for the oldest task whose name identifies it as the task that was created when the application was submitted.
  • The date/time that the step was created.
  • The current (In Progress) or final (Completed) result for the step.
  • The number of tasks associated with the step.

When a step is expanded, you can see the step's tasks. The top line of each task includes the following details, from left to right:

  • The name of the queue that the task is or was sourced from.
  • Who the task is or was assigned to (email address).
  • The date/time that the task was created.
  • The task ID; this is unique in your Workspaces portal.

If you point your cursor at these details, a verbose tool tip is displayed with labels identifying what each item is.

To the right of these details, the date/time that the task was last updated is displayed, and beneath them is the task name and status, followed by one or more notes. Notes are displayed in the reverse order in which they were made, with the newest notes at the top. Each note identifies the user that added the note (email address) and when the note was added (date/time) above the note's text.

You can add a new note to any task of the step that is in progress. To add a note, select a task that has the placeholder text 'Add a note', then type in your note and press Enter.

Note

The Note field is limited to 2000 characters.

Documents

The Documents card displays the list of documents that are associated with an application. These documents are often uploaded by the applicant while filling out the form, and attached to the application, but they may be provided by other means.

Each document item has a title that identifies the information in the document. Above the document title is a timestamp that identifies when the document file was uploaded and attached to the application. To the right of the timestamp are some file details, showing the document’s file type and size. Beneath the file details is a Download button that you can click to download the attached file.

While processing a task that is assigned to you, you may need to attach, or upload, additional documents to the application.

Note

You can upload documents from any space, but you can only upload documents for tasks that are assigned to you.

To upload a document on the Details page:

  • Click Upload Documents. The Upload Documents button is available only for tasks that are assigned to you.
  • Enter a document description, then click Upload Document and browse for the document file you want to upload.

  • If you want to upload another document, click Add more documents and repeat the previous step. If you want to remove a document, click the Remove Document button for the document you want to remove. If you want to upload a different file for an existing document, click the trash can button near that file, then upload another file.

  • Click Done or (Close) when you're finished adding and removing documents.

The Documents card provides a read-only view of the documents and related information. Workspaces users cannot change how the document list appears, nor can they modify or remove the attached documents.

Upload Documents Example

This example shows how someone who is processing applications can upload an identity document, in this case a driver's license, to an application for an assigned task. It is assumed that you know how to find a task that is assigned to you, or how to find an unassigned task and claim it. This is important because you can only upload documents for tasks that are assigned to you.

  1. Login to Workspaces and select the Process space.
  2. Locate a task assigned to you, or find and claim an unassigned task, then select the task to display the task's details.
  3. On the Details page, scroll down to reveal the Documents card in the lower right-hand corner of the page, then click Upload Documents to open the Attached Documents - Add/Remove window.
  4. Enter a description for the document that you want to upload. Note that the Upload Document button on the right is disabled until you enter something in the description field.
  5. Click Upload Document, then browse to and select the document file you want to upload. A message is displayed briefly confirming that the document has been uploaded successfully.
  6. Click Done to close the Attached Documents - Add/Remove window and return to the Details page where you can now see an item in the Documents card for the document you just uploaded.

Custom Information

In addition to the information displayed on the pre-defined cards, other important information can be displayed in custom cards. Two formats are supported: a standard custom card to display a set of single-value data and a list custom card that can display lists or tabular data.

A standard custom card is configured to display a set of data items and a single value for each data item. By contrast, the list custom card displays data in a tabular format with each column representing a different data item and each row being a related set of values. A link button may be displayed for any data item; clicking the link displays more information about the data item in a pop-up window.

Custom cards are configured by a Workspaces developer. They provide a read-only view of the information presented. A Workspaces user has no control over the way these cards appear and cannot modify the displayed data.

No Data scenario

Sometimes, data may not be available in Workspaces for one or more information items. This could be because the expected data does not exist (for example, has not been collected) or because a technical issue prevents Workspaces from being able to obtain the data.

Whenever expected data is not available, Workspaces indicates this by displaying a dash ‘– ‘ instead of the data value, reinforced by the use of grey color for elements such as the bar on the left of each item of information.