Follow-up priority queue

Purpose

Convert scattered promises and stale CRM records into a finite work queue. Each row explains why the follow-up belongs at its rank and what evidence supports the urgency.

Scope

Evaluate open follow-up records within the supplied period and business rules. Calculate age and lateness, detect missing next actions, group related records, and rank the resulting work without contacting anyone.

Excluded: sending messages, changing CRM status, assigning a human owner, or forecasting revenue without source values.

Data basis

• CRM activity table with record_id, account, contact, last_touch, next_action, promised_date, stage, owner, and status.
• Opportunity or account table with value, renewal date, health, and segment.
• Follow-up policy defining service windows, stage weights, and escalation bands.
• Calendar of business days and prior queue for aging comparison.

Result

A ranked queue sheet and a short workload summary grouped by owner and urgency.

Quality criteria

• Each queue row has a unique record ID, owner, next action, due state, priority, and citation.
• Overdue status uses business-day arithmetic and the policy’s service window.
• Priority ties are resolved by the documented order of promised date, customer risk, stage, and value.
• Closed, duplicate, and blocked records remain visible with a disposition.
• No record is ranked high solely because a field is missing.

Instructions

Use explicit promised dates before inferred dates. Treat a missing owner as an exception, not an assignment opportunity. Preserve the CRM stage and status labels. Group only records sharing the same account and action thread. Apply the policy’s escalation bands and show the fields that triggered each band. Keep value-based ranking subordinate to a contractual or renewal deadline when the policy says so.

Adapt before use

• Map CRM fields and status values to the named columns.
• Define business-day calendar, service windows, and escalation bands.
• Set priority weights and tie-break order in the policy.
• Add renewal, account-health, and owner sources.