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My Tasks

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My Tasks

 

My Tasks displays the inbound messages that are currently assigned to you for processing.

 

Message Delivery Modes

 

Engage supports two modes for delivering messages to you, manual and automatic:

 

  • Manual—you select ("pull") messages from the work queue.
  • Automatic—messages automatically appear in (are "pushed to") your desktop. You may choose to accept or reject the message within the allotted time limit, after which, the message will be offered to another available agent.

 

In both cases, your Availability menu must be set to an online work state. The number and kind of messages you have access to depend on several factors, including:

 

  • Your channel processing rights.
  • Your skills, as defined by your site administrator.
  • The number of messages you are allowed to process within a given channel.
  • The number of messages you are currently processing in each channel.
  • The total number of messages queued for that channel.

 

Using The My Tasks Panel

Figure 6-1: My Tasks

 

  • To open the my tasks panel, click the My Tasks button in your home panel.
    • The number of tasks currently assigned to you appears on this button and on the my tasks panel tab.

  • To pin the my tasks panel in place, click the Pin button.
    • By default, the side panel floats over the main desktop content area. When the side panel is pinned, both the side panel content and the main desktop content appear side by side.

  • To see more details about a customer, hover your mouse on the search results. (See below for more information on the search results details.)
 
  • To begin processing a message, click anywhere on the message display. The customer record to which this message belongs will appear in a new tab. If more than one customer shares this message's contact information, you may have to select the correct record.
 
  • To close the my tasks panel, click the Close (X) button.

Fields, Buttons and Menus

The my tasks panel contains the following controls:

Table 6-1: My Tasks Panel Controls

Name

Description

Customer avatar

 The customer's image or avatar, if available, otherwise, the default icon will appear. Numbers appearing beneath the avatar for the parent (topmost) message represent the number of messages in that message thread.

The age of the message since first received.

Message age

Customer name

The customer's first and last name, if known, and the unique identifier for this customer record.

Customer status

Indicates the customer's status, either Active or Inactive

Message type icon

 Indicates the type of message in the thread.

Message status label

The current (or final) status of the message or call. The status of a message can be one of the following:

  • Queued—the inbound message was received.
  • Sent—the outbound message was successfully sent to the customer.
  • Scheduled—the message (or call) is scheduled to be sent at the stated date and time.
  • Draft Saved—the message is in draft form and can still be edited before being sent.
  • Assigned—the message is assigned to an agent for processing.
  • Closed—the message has been closed.

Message date

The date the message was last processed (i.e., date received for a new inbound message, date sent for an outbound message, date saved for a draft, etc.).

Message snippet

A short snippet of the beginning of the message. (Applies to text-based messages only.)

Call details

Additional details about inbound and outbound telephone calls. These details include:

  • Caller Phone—the caller ID (ANI).
  • Product Phone—for an inbound call, the number dialed by the customer (DNIS). For an outbound call, the number associated with the Outbound Campaign.
  • Campaign Name—the Contact Center Campaign that governs the call.
  • Session Id—the unique ID for this call session.
  • Interaction Id—the unique ID for the entire call interaction.
  • Call Start Time—the time the call began.
  • Call Duration—the length of the call (may include wrap up time).
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Last modified
13:18, 14 Sep 2014

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