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Tasks

The 'Tasks' feature will allow you to work on the queues without having to click on a ticket. It will also support agents working on the same queue while avoiding overlaps.

As you know, we can create tasks either manually (link article) or automatically (link article). Now let's say you'd like to work on a specific queue. Here's what you can do:

  1. To access, click on Account>Tasks.

  1. You'll find two tabs:

   a. Account queue.

   b. Workflow active steps.

Account queue​

In 'Account queue' you'll find:

  1. The 'Actions' dropdown that will allow you to either resolve or reassign a task you've previously selected by clicking on the checkbox.

  1. The 'Start tasks' button (usage explained later on)

  1. Different filters that will allow you to narrow your search as described below.

Filters​

On top right, the buttons will allow you to choose which tasks you'd like to see on screen.

  1. Overdue
  2. Due today
  3. Upcoming
  4. No due date.

The selected option will appear in blue.

Please note that by clicking on this selected option again you'll undo your selection which means you'll see on screen every existing task within the system.

Just below you'll find different filters to choose from:

  1. Group
  2. Queue
  3. Status
  4. Debtor/Account/claim
  5. Created by
  6. Resolved by
  7. Due date
  8. Tags
  9. Note

Groups, Queues, Created by, Resolved by and Tags will work as follows (please note we're using the filter 'queue' in the description below. The process will be the same for all the filters listed in this paragraph)

  1. Click on the dropdown. From here you'll be able to:
    1. Use the search box to type the name of the queue or
    2. Select a specific queue or
    3. Select all the queues.
    4. Click on the 'filter' button to filter or
    5. Click 'clear' to undo.

Status, Due date and Notes will show a dropdown, date and text respectively.

After filtering, click on the 'Start tasks' button so the tasks that match the filtering will appear in your personal queue.

Other​

At the bottom of the page you'll find:

Viewing options

Navigation buttons (arrows) to move forward and back.

Workflow Active Steps​

You'll find here information about active steps of a workflow such as:

  1. Step (Step order within a specific workflow)
  2. Description
  3. Participants
  4. Status
  5. Group Name
  6. Assigned to

Example​

Let's use an example to describe the whole process:

Jo (Agent) is taking a few days off so you'll have to take over his tasks. This is the process you'd follow:

  1. Select the appropriate filter, in this case 'Assigned to'>Jo
  2. Once you're done filtering, select 'Start Tasks'.
  3. The tasks will appear now in your personal queue.
  4. You'll see the remaining tasks in the top left.
  5. In the top right there are 3 buttons that will allow you to:
    1. Skip task
    2. See task details
    3. Resolve task