Work Queue provides you the ability to view the tasks assigned to you. The queue displays Task, Due Date, Assignee, 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.
- Arbitration Tasks: Agents can dispute the evaluations of the calls scored by assessors. This creates an arbitration task in the arbitrator's queue.
- To work on a task, double-click the task. You can use the Advanced Search filter to search for specific tasks to work.