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Agent Tasks

If your instance of NEONNOW has tasks enabled, you may receive Tasks as an inbound interaction, either from customers or some internal workflow.

Receiving Inbound Tasks​

An inbound Task will appear as a standard inbound contact notification per below. The Queue, Task Name and any 'Attached Data' will all be displayed as per below:

screenshot

Once the interaction is answered, the connected screen appears. Standard interaction controls apply. Accordion controls can be expanded to view:

  • Description - a description may be included with the task
  • Wrap Up Code - Wrap up code can be selected during active task
  • Wrap Up Notes - Wrap up notes can be entered during active task
  • Attached Data - if shown, this meta-data will provide further contextual data about the customer/task

From active task, the following next steps can be actioned:

  • Transfer to directory contact - i.e. transfer to another agent
  • Transfer to another queue - transfer to another queue in the contact centre
  • Complete the interaction and begin ACW
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Creating Tasks​

Tasks can be originated from the agent softphone.

To create a new Task, either select the 'Create New' plus button on the top left of NEONNOW, or select 'Create a Task' on the landing page.

The screenshot below shows the task creation screen. Enter the following information:

  • Name - a meaningful name/title for the task
  • Description (optional) - a description of the task
  • References (optional) - hyperlinks that are relevant to the task - such a internal or external websites
  • Where - select either the queue or agent that the task should be delivered to
  • When (optional) - select a date/time for the task to be delivered into queue - please be aware, this will be in your local timezone
screenshot

Transferring Tasks​

Transferring all active interactions is carried out in the same way. Please refer to Softphone Transfers

Wrap Codes & Notes​

Entering a wrap code is an optional step, which applies to all interaction types. Please refer to ACW Wrap Codes