The Work Queue feature enables you to view information about various work queue tasks, such as:
- Acknowledgment – Lists the acknowledgment tasks.
- Arbitration – Lists agent disputes regarding scorecard results.
- Coaching – Lists coaching tasks.
- Customer Reminders – Lists reminders for customer follow-ups.
- eLearning – Indicates the assigned instructional material for training purposes.
- Scheduled Callbacks – Lists the automatically scheduled customer follow-ups.
- Scheduling – Lists agent work assignments.
- SIQ Scoring – Lists interactions that must be scored in SpeechIQ.
Click each of the Work Queue tasks to obtain a list of the items related to the selected task.
You can navigate between different Work Center items using the arrow key in the top banner. Click Work Center to go back to the main Work Center page.
The Acknowledgement, Arbitration, Coaching, Customer Reminders, eLearning, Scheduling, and SIQ Scoring tasks display information, such as Type, Priority, Due Date, Assigned To, Status, Contact ID, Subject, Created By, and Created Date.
The Scheduled Callbacks task displays information, such as Active, Contact Number, Schedule Date, Phone Number, Agent, Status, Service, Created By, and Created Date.
Info
To view only tasks assigned to you, select the My Tasks Only check box.
Viewing a Task
To view a task:
- Select the task from the list.
- Double-click the task to view more information.
- If a task has more sub-tasks, double-click the sub-task to view the information about the sub-task.
