Engage Digital | Intro to Tasks view

As discussed in Navigation and layout for Agent, the Inbox and Tasks view are the two operational modes that agents and supervisors can use to manage interactions from all digital channels and social media platforms. Here, we will discuss the specific elements of the Tasks view that you can use to perform tasks.
 
The Tasks view is one of the operational modes that agents can use to respond to customer messages from different channels and social media platforms. 
 
The Tasks view is signified by a checkmark inside a box icon, located in your left navigation bar. Under Tasks view, you can access your messages via the left panel, which contains the mailbox folders for messages sorted out in three different folders according to their workflow status: Ongoing, Deferred, and History
 
The main difference between Inbox and Tasks view is how messages are grouped together in mailbox folders and routed to agents. While some elements of the Inbox and Tasks view may differ, please note that one similarity between them is that an agent can use some of the same message action items in Tasks view that are also available in Inbox view. The message action items that are available for you depends on how your admin configured your access. 

Mailbox folders

The mailbox folders in Tasks view are categorized according to the workflow status of tasks nested in three different mailbox folders. These mailbox folders can be accessed via the left panel in the Tasks view. 
 
Unlike in Inbox view, where mailbox folders can be customized and grouped according to your preference, the Tasks view mailbox folders are grouped according to the workflow status of the message. To learn more about using the Inbox view, visit Intro to Inbox view
 
The Tasks view is helpful when you want to toggle between messages according to their workflow status so you know what to prioritize. 
 
While in the Tasks view, you can navigate between the different mailbox folders by clicking on one of the tabs at the top of the left pane. You can access the following folders:
  • Ongoing: Where an agent will receive incoming tasks and toggle between ongoing real-time tasks
  • Deferred: Where deferred messages go if an agent chooses to respond at a later date
  • History: Where completed messages are stored
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