The Work Queue feature helps you track the progress of scheduling, eLearning, coaching, and acknowledgment tasks from task creation to its completion. You can create work queue tasks, 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, and also set up automated alerts to continuously monitor and get notified about interactions for specific criteria. The Work Queue feature also enables you to generate task performance reports for Agents, Arbitrators, and Managers.
To access the Work Queue window,on the WFO tab of the LVP, click Work Queue.
The following items are covered in this section:
Alerting - Alerts can be used to notify when a particular event occurs for a task. You can set alerts for different task types and configure when whom and how the alerts are sent.
Performance Report - The performance Report lists the details of the different work queue tasks. The status of the tasks are listed. You can comment and modify the workflow for the different tasks from this report.
Work Queue Config - Access the Work Queue to get a view of all the tasks assigned to you and others as well. A list of all types of tasks such as alerting, arbitration, callback, coaching, eLearning, email, notification, scheduling, etc. is displayed here. Configure task type to set a priority and duration for task completion using this option.
Work Center - Work Center provides a consolidated single view of all the items that need attention. You can use Work Center to compose and receive internal announcements, alerts, and notifications for tasks under the work queue.
The Work Queue feature and Work Queue Performance Report are available on the WFO tab if the Work Queue add-on product is enabled. Contact your Account team to enable this feature.
