About Tasks

Tasks are generic activities. Unlike emails or chats, they are not channel specific activities. Tasks are usually used for internal work allocation from a manager to an agent.

When a new task is created, by default it is assigned to the user who creates the task. Tasks can be assigned to the following:

1. Department: If you are not sure to which queue or user to assign a task, you can assign tasks to the department to then be picked up by a user within that department. You can assign tasks only to departments to which you can transfer activities.

2. User: You can assign tasks to all users to whom you can transfer activities. In other words, if you have permissions to transfer activities to a user, you can assign tasks to that user.

3. Queue: You can assign tasks only to queues to which you can transfer activities.

4. System: If you are not sure to which queue or user to assign a task, or you do not have permission to assign to any of them, you can assign the task to the system. The system reassigns the task to the queue or user who is appropriate for handling the task. All agents have permission to assign a task to the system.

Related Topics

• Creating Tasks

• Assigning Tasks to Users

• Assigning Tasks to Queues