As we discussed in Intro to Tasks view
, the Tasks view allows you to check what to prioritize since your messages are grouped together according to their workflow status. Tasks are routed to agents based on how they are configured in the admin interface and according to agent competencies and level of urgency.
When a new task is received, it will first route to the Ongoing folder, and at that point the agent will get an alert that there’s a new task. When the agent accepts the task by clicking on the chat, the message thread will pop up in the middle panel.
Keep in mind that accepting incoming tasks in a timely manner is important. Your administrator may set a time limit for accepting tasks via the admin interface and any missed task will affect agent productivity. If set by your administrator, the notification for an awaiting task will no longer be visible once an awaiting task times out.
If there are inactive messages in the Ongoing folder, you will be alerted with a pop-up that the task has been inactive. You can declutter the Ongoing folder by choosing to defer that task at a later time, transfer it to another agent more capable of solving the task, or completing the task.
You can also use your message action items to perform tasks. It’s important to be familiar with these action items so you can respond to customers and categorize their messages efficiently. Let’s discuss the message action items available for you in Tasks view.