Task Management - Insert Task

 
Change Type
Description
Version Number
New control
N/A
4.5.30
Enhancement
Report ID changed to Report Name
Report templates can now be run
4.5.37
Modification
Hide Button attribute functioning correctly
4.5.37
Modification
Call Task Changes:
  • Call task type name changed, from "Call" to "Task"
  • Task type attempts option removed as not valid for this task type
  • Script and Customer fields are now optional for Task type
4.5.37
Modification
Changes to Task Management toast pop in the Agent Desktop - if SLA is set to zero then no toast will pop
4.5.38
Enhancement
Compulsory fields are now highlighted (per task type)
4.5.39
 
 
Task Management - Insert Task
 
The Task Management - Insert Task control allows the script builder to assign follow up tasks to an agent at any given point in the script.  Tasks assigned to agents within a specified group will be alerted to outstanding tasks in the Agent Desktop at the bottom of the screen in the Task Management pane.
 
 
1

Field Name

1. Field Name
Give your field an appropriate name.  This is particularly important if using it in a calculation or report.  Changing a field name will not automatically update corresponding reports that use that field.
2

Auto Click

2. Auto Click
On some occasions you may wish to have a button click itself after a period of time.  The available options are: Immediatley or after 1, 2, 3, 5 or 10 seconds.
3

Hide Button

3. Hide Button
Check this box to hide the button of the control.
4

Styling

4. Styling
Change the look and feel of the control.
5

Button Text

5. Button Text
Changes the text which appears on the button
6

Advanced Properties

6. Advanced Properties
Use the Advanced Properties button to create a new task.
 
- Reference field is the Session ID which the task relates to.
 
- Task Name is the name which is assigned to the task
 
- Type relates to the types of tasks:    
 
Call
Prompt agent to do something
Email
Send an email automatically
SMS
Send an SMS automatically
Report
Send a report automatically
Note
Create a note in tbl_MQs
Repeat
Repeat a task once automatically
Page
Send a pager message automatically
 
- Call Values:
 
 
 
  • DDI: The number or phrase which is used to trigger a script run.  This should match the DDI exactly as entered in the DDI Administrator
  • Script: Name of the script generating task (optional - enter the name of the script  as you wish it to appear to the agent in the Task Management Control)
  • Customer: Customer Name (optional - as you wish it to appear to the agent in the Task Management Control)
  • GroupID: ID of the Group the task will be assigned to. 
  • Priority: Int value used to reorder the tasks in Task Manager (optional - Tasks are delivered to the agent in the order they are shown in the Advanced properties of the Task Management - Insert Task Control)
  • Attempts: Defines the maximum number of repeats for a task
  • LA: Defines SLA of task in seconds
  • Notes: Any relevant notes to be added to task
 
- Email/SMS/Pager Values:
Allows the user to define To and From Address, Subject and Message where relevant
 
- Report Values:
Define email parameters as above. Also allows user to attach a CallScripter report.
 
- Repeat:
Copies and reinserts the list of tasks.
 
- Time field allows the user to specify a particular time for a task to alert (countdown timer or specific time and date).