Understand Task States
Task states
Like agents, tasks also have states. This can affect how the agent application looks and behaves.
Task lifecycle
All your tasks appear in the Task list at the left side of the layout. These can include ad-hoc outbound tasks you initiated, or inbound items the system assigned to you while being Idle.
Active task state
A dialogue with a customer can take various forms. It could be a chat conversation, a voice call, an email exchange, etc. The task is in the Active state during your engagement with the customer.
Wrap Up task 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 Disposition (or completion) code.
Eventually, you need to close the task to get it removed from your Agent application interface.
In case the system is configured with a timer for this state, then upon expiring, the Agent application will automatically close and remove the task for you. In such cases your agent state will change from Busy to Idle; or Break in case you requested a pending break during your active task.
Note
With the Wrap Up timer activated by your administrators, your Agent application might close your wrap up tasks, and change your agent state to Idle automatically. This means you might receive new tasks even when you do not close wrap up tasks by hand.
Focus task state
If the system is configured so that you can work with more than one task, you can select which of these to work with at any given time. The task that you select goes into Focus.
Buzzeasy Agent allows more than one task to be in Focus. In this case, the central work area splits to display them.