Managing tasks in the Tasks console
As a case agent, manage tasks efficiently by using the task console. Save time and effort by using various functionalities in the task console to perform multiple actions on tasks. On the task console, you can view task statistics, search tasks based on preset filters or task statistics, perform certain quick actions like sending an email, updating the status, and adding a note without opening the task.
The following image shows the functionalities in the task console:
Item | Description | Instruction |
|---|---|
1 | Filter the listed tasks by entering or selecting values in the available filters. For example, you want to view pending tasks with Mary Mann. To view these tasks, in the Filter > Available list, select Pending in the Status list, enter Mary Mann in the Assignee field, and click Apply filters. You can also use the preset filters that are available out of the box for tasks to narrow down your search. Learn more about using preset filters to search tasks in Using-out-of-the-box-filter-presets-to-search-records. |
2 | The filter criteria applied to tasks in the grid. By default, My Open Tasks filter is applied to tasks in the grid. |
3 | View the number of open tasks assigned to you, unassigned tasks, critical tasks and SLA breached tasks in the task statistics. Also view the list of to dos that have crossed the target due date. This data helps case agents to track these to dos and notify end users to work on them.
You can filter the tasks in the grid by clicking the task statistics. |
4 | Export all the tasks displayed in the grid to .csv format. |
5 | Search for a task by entering the keywords or task ID. |
6 | Select the line of business for which you want to view tasks. If you have access to a single line of business, the line of business is selected by default. |
7 | Refresh the tasks in the grid. |
8 | Modify the visible columns, such as Category Tiers, SLM status, and External Ticket ID in the grid. |
9 | Perform row-level actions for a task, such as sending an email, assigning the task to me, adding a note, and updating the status.
|
