Admin Guides copy

Page tree

Introduction

Work Queue helps you track the progress of scheduling, e-Learning, coaching, and acknowledgment tasks from the task creation to its completion. You can track the assignment history of the task to check if the task was moved from one assignee's queue to another along with the communication that occurred with this transition.

Viewing the Work Queue

To view all the tasks in queue:

  1. On the WFO tab, click Work Queue > Work Queue.
  2. You can view the following tasks in your work queue:
Task TypeAgent ActionManager Action

E-Learning Tasks

Agents sending comments/questions on the e-learning/coaching tasks assigned to them.You can address these questions (e-learning/coaching task) and re-assign the tasks to agents.
Agent Scheduling Tasks

Agents requesting swapping of shifts with other agents or requesting leave (that is, time off)

A notification or a task appears in your work queue when a shift swapping request sent by an agent is accepted by another agent, and if your approval is required. You can accept or reject the request. When you attempt to reject the request, you are prompted with a confirmation window. 

A notification or a task also appears in your work queue when an agent requests time off. You can view the schedule of the agent in the time off request work queue task. The time off request is highlighted in yellow and the time off request that leads to overlap have text in red color. If your approval is required, you can accept or reject the request.

  • If you accept the time off request by clicking Yes option, the assignments that cause overlaps (if any) are removed and the time off request is approved.

  • If you attempt to reject the time off request by clicking No option, you are prompted with a confirmation window. If you click Yes, the time off request is rejected and the time off request is removed.

  • Agents receive notification tasks in their work queue based on your actions.
  • If the agent deletes the time-off requests, the work queue notification task is available to you regarding its cancellation. If there is a pending approval work queue item, then the work queue item goes to the status of Cancelled with a reason of agent cancellation.
Arbitration TasksAgents disputing the evaluations of the calls scored by assessors.This creates an arbitration task in the arbitrators queue.

The queue displays details of the task, due date, assignee, subject, and status. You can use the Filter Tasks option to search for specific tasks to work. To work on a specific task, double-click the task.

  • No labels