U17 Pop-Out Help

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Work Queue provides you the ability to view the tasks assigned to you. The queue displays Taskdetails of various tasks such as alerting, arbitration, callback, coaching, e-learning, email, notification, scheduling. The queue displays Type, Priority, Due Date, Assignee Assigned To, Status, Contact ID, Subject and Status. You can view the following tasks in your work queue:

  • E-Learning Tasks: Agents can send comments/questions on the e-learning/coaching tasks assigned to them.
    •  You can address these questions (e-learning/coaching task) and re-assign the task to them.
  • Agent Scheduling Tasks: A notification or a task appears in your work queue when a shift swap 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.

Note
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  • Agents receive notification tasks in their work queue based on your actions.

  • If agent delete 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 status of Cancelled with a reason of Agent cancelled.

  • Arbitration Tasks: Agents can dispute the evaluations of the calls scored by assessors. This creates an arbitration task in the arbitrator's queue.

, Created By, and Created Date. 

To filter the work queue task list

  1. On the WFO tab, click Work Queue > Work Queue.
    The Work Queue window appears.
  2. Click the Search (Image Added) icon.
  3. Enter the Date Filter Option. Choose between Due Date, Completion Date, or Created Date.
  4. Select Date Range or Custom Dates using the radio button.
    • For Date Range, choose an option using the drop-down menu.
    • For Custom Dates, enter the From and To dates.
  5. Select the values for the following filters, as required:
    • Priority – Select the priority.
    • Status – Select the status.
    • Type – Select the task type.
    • Sub Type – Select the sub type for the Type filter, selected above.
  6. Click Apply. The report displays the information for the fields selected.
  7. To view only tasks assigned to you, select My Tasks Only check box.

To view a work queue task

  1. Select the task from the list.
  2. Double-click the task to view more details.
  3. If a task has more sub-tasks, double-click the sub-task to view details of the sub-task.

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