Managing tasks in the Tasks console
A case agent uses the task console to manage tasks efficiently. On the task console, you can view task statistics, search tasks based on preset filters or task statistics, and perform certain quick actions, such as sending an email, updating the status, and adding a note, without opening the task. You can use bulk task assignment and assign up to 20 tasks at once to a group or an assignee. This process eliminates the need to update each task individually, saving time and effort.
The following screenshot shows the functionalities in the task console:
Item | Description | Instruction |
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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.
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To assign tasks in bulk
A case agent can bulk assign up to 20 tasks from the task console to the assigned group and assignee. Tasks with statuses such as Closed or Cancelled, and task types such as To do or Automated, are not eligible for bulk assignment.
- In the Task console, select the tasks that you want to assign.
- Click Change Assignment.
- In the dialog box, update the Assigned Group and Assignee.
- Click Apply to save the changes.
The results display the counts of successful and failed assignments.
The following screenshot shows how tasks can be assigned by using Change Assignment:
