Understanding the Task Life-Cycle

In Buzzeasy, agents work with Tasks. Tasks are delivered to agents automatically through sophisticated routing mechanisms based on Attributes, Queue configurations and Business Units (if any).

Some queues offer tasks to be picked manually from the Dashboard.

You can also create tasks yourself using the Lookup mode.

Tasks have their own state, in this article we will explore the various task states.

Task states

Tasks can take any of the following states depending on the agent actions and applied settings:

• Active
• AfterWork
• Closed
• Lookup
• Preview

Voice task states

When arriving to you, the state of a voice task is preview. At this point, you can have a preset amount of time to view the details of the task and decide whether to accept it or reject it. Accepting the voice call changes the task to the active state. Rejecting it will change it to be closed and move the customer call back to the queue, looking for another agent. At the same time, your agent state will become RONA break. Failing to act upon the system assigned task in the allotted amount of time will also trigger all the actions detailed for rejection.

Once accepted and the task is active, you can engage with the (one or more) conversations in the task. You can transition the task to the afterwork state after closing all its conversations. For voice calls, you do this by clicking the red drop button. The customer may also disconnect from the conversation any time by terminating the call.

The afterwork state may also be referred to as wrap-up. Task wrap-up state is similar for all media types and is described later in this article.

Complete the wrap-up phase of the task to transition it to the closed state.

Chat / email task states

When routed to an agent, the state of a chat / email task by default is active; they are automatically accepted on your behalf. Your supervisor may change this by enabling RONA (Redirect On No Answer) for chat and email as well, in which case, the state of the task will be preview until you accept or reject it. Rejecting a task will set it to closed state, send the conversation back to the queue, and move your agent state to RONA break.

Once accepted either automatically or manually and the task is active, you can engage in the conversation with the customer. The conversation ends when you click the X button which changes the task to the wrap-up state.

Complete the wrap-up phase of the task to transition it to the closed state.

Campaign preview task state

Arriving to you, a campaign task is in preview state. You can accept it & call the customer, reject it, or – if enabled – cancel it.

Upon accepting & calling the customer, the task transitions to the active state. Once the call ends, the task remains in the active state for you to be able to re-dial the customer again for whatever business reason through the same task. To transition to wrap up, you need to complete the campaign conversation first by clicking the Mark as complete or Reschedule & complete buttons. The task then transitions to the afterwork state. Complete the wrap-up process and transition the task onto the closed state.

Rejecting the campaign task changes it to closed, moves the campaign record item back to its queue, and changes your agent state to RONA break.

Canceling the campaign tasks transitions its state from preview right to afterwork.

Wrap up state

When you finish a task – for example, a voice call ends – it goes into the Wrap Up (also known as After Work) state.

You can now perform any after-call work you need, for example supply a Completion code and add notes and perform any other activities outside of Buzzeasy pertaining to the past conversation. Your supervisor may enforce Completion code selection.

Eventually, you need to close the task to get it removed from your work area and have it enter the closed state.

In case the system is configured with a timer for this state, then upon expiring, it will automatically close and remove the task for you. If your supervisor configured it, then you may reset this timer, granting you additional time to complete the wrap-up process.

Lookup

When you enter Lookup mode, a new task is created for you in lookup state. In this mode you may browse the customer list, view their task history, optionally work on their cases, or decide to call or email them.

When Case Management is enabled, you can work on the customer cases without launching any conversation.

If you decide to call or email the selected customer, then the task transitions into the preview state until you accept the agent call leg (if applicable), and after that, the task transitions onto the active state following the same task life-cycle as an inbound task.

If you decide to close the lookup through the X button without initiating an outbound call or email, then the task transitions into the closed state and is removed from your task list.

Lastly, if you decide to run a script against a customer profile, the task transitions into the active state. Finishing the script and closing the menu will transition the task to the closed state without a wrap up.

You can learn more about Lookup by watching this Buzzeasy academy video: