Tasks that have been assigned to you or one of your assigned task groups are displayed in the My Tasks module. This is a “management center” where tasks can be annotated, reassigned, completed, etc.
Using the tabs in the upper-left corner of the window, you can view active, pending, and completed tasks (pending tasks are those with a start date greater than the current system date). The task’s type, subscriber account, name, phone, due date and last activity are displayed, while the column at the far right indicates the task priority. If the last activity was generated by an alert, exclamation points will appear around the activity (e.g. “!Reassign!”).
Under the Active and Pending tabs, you can toggle the View field to display tasks assigned to you (an individual user) or your task group. Only tasks for groups set up for full access are displayed; if the group is set up for random access, the tasks will not appear here (see Task Group for more information). Task modifications and new tasks assigned to the user or group are displayed in real time.
Note: Manual tasks are not added here; they must be added for the individual subscriber in Customer Service or the individual route in Route Service. See Adding a Manual Task for more information.
The following sections describe the options that can be used to update and display task information.
You can add notes to tasks when pertinent; for example “left voice mail with subscriber”. This is useful for review purposes, or when more than one person is working on a task.
Double-click on a task from the My Tasks list, so that task details appear in the lower part of the window.
Enter a note reason code (only activity codes defined for notes will be valid). In the Comments field, enter the note text.
Click OK to add the note to the task.
Tasks belonging to individual users can be reassigned to a group using the Reassign option. Note that the tasks may be assigned only to a task group to which the user belongs, not another user; only supervisors can assign tasks to users.
Fields are displayed in the Reassign To area in the lower part of the window. Specify the group to which the task should be reassigned, and select a reassign reason (only activity codes defined for reassignment will be valid). You can also enter comments that pertain to the reassignment.
Click OK to reassign the task.
Tasks can be escalated if needed (for example, the subscriber may ask to speak with the manager). When escalated, tasks will automatically be reassigned to the Escalate To user or group specified in task configuration.
Fields are displayed in the Escalate area in the lower part of the window. Specify the escalate reason (only activity codes defined for escalation will be valid). You can also enter comments that pertain to the escalation.
Click OK to escalate the task.
When a task has been resolved, it can be flagged as completed. Completed tasks will be displayed only on the Completed tab in the My Tasks module.
Fields are displayed in the Complete area in the lower part of the window. Specify the complete reason (only activity codes defined for completion will be valid). You can also enter comments that pertain to the task.
Click OK to complete the task.
The My Task module contains some handy options related to task viewing and navigation.
The All Tasks module is designed for supervisors, allowing them to reassign tasks to users, change priorities and due dates, and delete tasks. This is similar to the My Tasks module discussed above. All tasks assigned to the group(s) you supervise will be displayed.
Many of the My Tasks options are available in All Tasks. The Reassign Task option is the same, except that the supervisor can assign the task to a specific user as well as a group. Other options are available only in All Tasks, as described below.
Click the Add Note To This Task button () to display the Task Activity window.
When viewing tasks assigned to a task group (the View field set to “Group Tasks”), the Own button () will be active. Clicking this button will reassign the selected task(s) from the task group to you, an individual user. The task will then be displayed when you view “My Tasks” rather than “Group Tasks”.
Task groups can be set up to have “random” user access, meaning that tasks assigned to the group will not be displayed when the View field is set to “Group Tasks” (see Task Group). Instead, group tasks can be owned only by retrieving them one at time at random. Click the Random Group Task button () to retrieve a task. The task will then be assigned to you and appear in your active task list. Note that this option is available only when viewing “My Tasks”, not “Group Tasks”, and only if one of your assigned groups is set up for random access.
Select one or more tasks and click the Reassign button ().
Select one or more tasks and click the Escalate button ().
Select one or more tasks and click the Complete button ().
Click the Show Task Details button () to display details about the selected task, including creation and contact information, in the lower part of the window. You can also show task details by double-clicking on the task.
Click the Refresh button () to display all assigned tasks. This is typically used only with the Clear feature, as new and updated tasks will appear instantaneously.
Click the Clear button () to clear the list of displayed tasks. These tasks will still be assigned to the user/group, but will not be displayed in the task list. Only new or updated tasks will display in the list. This may be useful, for example, if the user has already taken action on all existing tasks and only wishes to view new/modified tasks. Click the Refresh button to redisplay all assigned tasks.
Click the Customer Service Detail button () to display the subscriber, occupant or address related to the task in Customer Service. This option is only available if My Tasks is accessed from Customer Service.
Click the Switch to Customer Service button () to quit the My Task module and return to Customer Service, if you accessed My Task from there, or click the Exit button () to return to the main Task Setup window.
If you accessed My Tasks from Route Service, the Route Service () and Account Inquiry () buttons will be available instead; clicking these buttons will exit to those modules.
A supervisor can change the activation date for one or more tasks by clicking the Change Start Date button (). Start Date Change fields will be displayed in the lower portion of the window. Enter the new start date, a change reason, and comments if applicable, and click OK to make the change.
A task’s due date can also be changed, by clicking the Change Due Date button (). This is similar to changing the start date.
are assigned a priority when they are created. The supervisor can reprioritize the task(s) by clicking the Change Priority button (). Enter the new priority, a change reason, and comments if applicable in the Priority Change fields that are displayed.
If tasks were generated in error, they can be deleted from the system. Select the task to delete and click the Delete Task button (). You will be prompted to continue with the deletion; click Yes to delete the tasks.
This section guides the user through the menu options that are available under the Tasks menu.
