Close a Task
Tasks should be closed as per the instructions in this article.
Close the conversation
Before being able to close a Task, you need to have the relevant Conversation closed. It means the active dialogue between yourself and the customer needs to finish first.
Subject to your local policies, you may or may not be allowed to close certain conversations yourself.
Closing a conversation does not close the corresponding task.
Read up on task states to understand what happens, and your options.
The example illustrated is a Chat task, but all tasks are closed in a similar way.
To close a non-voice conversation, use the X icon at the top of the task's details. When prompted, confirm your intent for closure. Use the Drop button for calls.
Close the task
Upon the closure of the conversation, the Task manager panel is opened for you.
Note
The Task manager panel might not stay open forever, depending on whether your administrators configured a wrap up timer.
Enter a Disposition code. Where available, select a disposition code from the list.
Optionally enter a note in the Add Notes text box.
Click the CLOSE TASK button at the bottom of the Task manager.
Next steps
- Open a task
- Read about task states and agent states
- Request breaks and leave breaks
- Learn using the Agent Performance Dashboard
- Log out