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Handling Tasks

Every escalated contact reaches you as a task: a call, a chat, or another kind of task. You accept it from an incoming card, work it in the task view, and finish with after-contact work. You can hold more than one task at a time, up to the limit your administrator sets for each channel, and switch between them in the Conversations list.

Before You Start​

Accepting or Rejecting a Contact​

A new contact appears as a card on top of the workspace. The card shows the type of contact, Incoming call, Incoming conversation or Incoming task, and the contact's name or phone number. When neither is known, it shows Unknown contact. Your ringtone plays while a card is waiting, unless you've turned it off.

  • Select Accept to take the contact. The card shows Connecting, then the task opens. For a call, the audio connects through your headset.
  • Select Reject to turn it down. The card closes, and your organisation's routing decides where the contact goes next.

If you don't respond, the card closes on its own after a while. Several cards can be waiting at once.

To skip the card and take every contact straight away, turn on Auto-accept incoming tasks in Preferences.

If the ringtone doesn't play

Browsers block sound on a page until someone has clicked or typed on it. After you sign in, select anywhere in the workspace once so the ringtone can play for the first contact.

The Conversations List​

Conversations lists every task you're handling, with a count at the top. Use All, Voice, Chat and Tasks to filter the list. Each entry shows the contact's name or number and the time the task was assigned to you. Select an entry to open it in the task view.

The Task View​

The top of the task view shows the contact's name and phone number, with a status line underneath. The controls for the task sit below that, followed by the tabs:

  • Snapshot: the conversation for a chat, the description for a task, or a reminder that the call is in progress for a call.
  • Customer details: the customer profile that came with the task. Customer since, Birthday, Email and Address show a dash when that detail wasn't passed on.
  • Notes: a scratchpad while you work. Anything you want kept with the task goes in the Notes field during after-contact work.

A task opens on Customer details. For a chat, select Snapshot to see the conversation and reply.

What Comes Across from the AI Agent​

A task shows the details passed on with the contact, such as their name and phone number. For a chat, Snapshot shows the messages in the conversation so far. For a call, the workspace doesn't show what the caller said to the AI agent, so confirm the reason for the call with the caller.

Handling a Call​

While a call is connected, the status line reads Talking with a timer, for example "Talking - 02:15". The timer counts from when the call was assigned to you, so it doesn't reset if you reload the page. When the task says where the call came from, the status line shows it after the word "via". A REC badge means the call is being recorded.

The call controls are:

  • Mute and Unmute. These stay unavailable, with the message "Call is not connected yet", until the audio connects.
  • End Call: hangs up and opens after-contact work.
  • Wrap Up: opens after-contact work without hanging up.

If the caller hangs up first, the workspace opens after-contact work for you.

End the call before wrapping up

Selecting Wrap Up during a call replaces the call controls with the wrap-up panel, and the call stays connected. Use End Call instead. It hangs up and opens the wrap-up panel in one step.

Handling a Chat​

  1. Select Snapshot. The conversation shows each message with the sender's name, or Customer when there isn't one.
  2. Type a reply in Message and select Send.
  3. When the conversation is finished, select Wrap Up to start after-contact work.

The Message field stays unavailable until the conversation has loaded. A new conversation with nothing in it shows No messages yet.

Handling Other Tasks​

Tasks that aren't calls or chats are listed under Tasks. Snapshot shows the task's description, or No description provided. when it has none.

  • Select Complete Task to close the task straight away, without a wrap-up code or notes.
  • Select Wrap Up to close it with a wrap-up code and notes.

Troubleshooting​

No Contacts Are Arriving​

  • Check your status shows a green dot. See Setting Your Status.
  • Check you're in the right environment. Contacts only arrive from the environment open in your header.
  • If you're already handling as many calls or chats as you're allowed, new ones go to someone else until you finish one.

If all of these look right, ask your administrator to check that human escalation is turned on for the environment.

You Can't Hear the Caller, or They Can't Hear You​

Open Preferences and check Speaker and Microphone are set to your headset. Check the browser is allowed to use your microphone.

The Message Field Stays Unavailable​

The conversation hasn't loaded. Wait a moment. If it doesn't load, reload the page. The chat stays in your Conversations list.