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Using Collections Window


Using Collections Window

Before you use Collections Window, you need to complete the initial settings and familiarize yourself with the main user interface. For details about the settings, see Configure the settings of Collections Window

The main user interface of Collections Window consists of these tabs.

  • Dashboard: This is the default tab when you start Collections Window. It includes the overview of accounts by status, the scatter plot of accounts by age and balance, and the list of collection agents.
  • Accounts: The list of accounts that are in collections based on the conditions you define.
  • Invoices: The list of critical invoices based on the conditions you define. The conditions for critical invoices and the conditions for in-collection accounts are independent. Critical invoices may belong to accounts that are not in collections.
  • Tasks: Displays the list of collection tasks assigned via a predefined workflow.
  • Settings: You can configure schedules, system integration and collection statuses in this tab. For more details, see Configure the settings of Collections Window.



The Dashboard tab contains three sections.

  • Status of Accounts
  • Collection Accounts Sorted by Age and Balance
  • Agents

The Status of Accounts section contains a pie chart that shows the distribution of accounts in different statuses (in good standing vs. in collections).

You can drill down the data in the pie chart. Clicking the part for In Collections will display a new pie chart that shows the distribution of accounts in collections by age.


You can customize the time periods that are used in the pie chart by clicking Edit Parameters on the top right. Both the time period names (Bucket Name) and the numbers of days are customizable.


The Collection Accounts Sorted by Age and Balance section contains a scatter plot that shows the age and balance distribution of accounts. A dot in the plot represents an account. Blue dots represent accounts that are assigned to the current user. All dots are clickable. When you hover over a dot, details including the account name, total invoice balance, and assigned agent will be displayed.

Clicking a dot opens the details page of the corresponding account. 


The Agents section displays all agents and the details about the accounts they are responsible for, including the total number of accounts, total accounts balance, and numbers of accounts in different statuses. 


Clicking the name of an agent opens a new page. The Accounts tab of the new page displays the list of accounts that this agent is assigned to.


The Metrics tab of the new page includes a pie chart for account balance distribution, a bar chart for account statuses, and a bar chart for total balance by accounts.



The Accounts tab displays the accounts in collections based on the conditions you define. You can filter the accounts by predefined categories (All Accounts, My Accounts, or Unassigned Accounts), by assigned agents, or by account statuses.


If multi-currency is enabled on your Zuora tenant, the total invoice balances will be shown in two columns, one in the home currency and the other in the account currency. The home currency is the currency you use to create financial reports. The account currency is the currency that is used by the account.

The Average Debt Age is a weighted average based on the days overdue and the amounts.

Modify conditions for accounts in collections

To modify the conditions for accounts being considered 'in collections', click EDIT CONDITIONS on the top right. In the windows that opens, modify the number of days overdue and the total invoice amount. The balance is in the home currency.


Click Update Conditions to save the conditions. The changes will take effect in the next scheduled update.

Click Update Accounts Now to update the list of accounts immediately based on the conditions entered. Changes to the conditions will not be saved.

Manage accounts in collections

Click on an account name to view the details of the account. Account information is visible to all agents.


On this page, you can perform the following operations.

  • Assign collections agents to accounts.
  • View contact details of the account.
    Click View Contact Details on the top right to view the contact details.
  • Update the collection status of this account.
    In the Account Statuses section, select a status that best represents the current status of the account. Click Update when you are done.
  • View invoice details, payments, or retry status of this account. 
    For each invoice, you can click the action icon and select Show or Show in Zuora to view the details of the invoice in Collections Window or in Zuora UI respectively.
  • Add comments or reply to comments about the account. 
    Enter comments regarding the particular account to keep other agents informed of account transactions.
    You can add or reply to comments, or mention a particular user in comments. Comments cannot be edited or deleted by design. All comments or comments of a selected account can be exported in the Notes feature. See Using the Notes Feature for details.

Assign collection agents to accounts

The collections agent for the account is displayed on the top left of the account details page. If no agents have been assigned to this account, Unassigned will be shown.


To assign a collections agent or change to another agent, complete the following steps.

  1. On the account details page, click the agent name or Unassigned
  2. On the page that opens, click the arrow to display the list of agents.
  3. Select an agent and then click Update to save the settings.



The Invoice tab display critical invoices based on the conditions you define. The conditions for critical invoices and the conditions for in-collections accounts are independent of each other. A critical invoice may belong to an account that is not in collections.


For each invoice, you can click the action icon and select Show or Show in Zuora to view the details of the invoice in Collections Window and Zuora UI respectively.

You can also view the critical invoices sorted by age and balance in the plot below the invoice list. A dot in the plot represents an invoice. Clicking a dot will open the details page of the corresponding invoice.


Collection tasks are managed in the Tasks tab.

If you have created a workflow for assigning collection tasks to agents, the approval tasks in the workflow will be populated in this section. 


To process a collection task, click Pending. The task information page opens. Click Approve or Decline to approve or decline the approval request. The workflow will proceed to the next task based on the action you perform.