Create and Edit Tasks

If your contact center is configured to generate auto logs for voice interactions such as call, voicemail, web callback, campaign, etc. Virtual Contact CenterClosedA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. converts these logs to task records and associates them with the relevant customer records. These call logs are also referred to as system-generated tasks. For example, your contact center can be configured to generate an automatic call log as soon as a call is terminated, and save it as a task.

You can also create a task manually in Virtual Contact Center to organize and help you track all interactions associated with a customer. A task can be created for a call, an email, a meeting, a chat, or any other type of interaction. The task object serves to create and manage all tasks you plan to perform, such as making calls and sending emails, or the tasks you have performed in the past.


View System-Generated Tasks

If configured by your contact center's administrator, a voice interaction log appears upon termination of the interaction. Depending on your contact center's configuration, you may get the interaction log in edit or view mode. If it is an existing customer, the log is associated with the customer record automatically. For new customers, however, when saving the log, you are prompted to select a customer from the existing list. The log is then saved as a task under the customer record. If you were required to select a transaction code, the code appears in the Task window and makes the record more accessible in the future. If you have more than one transaction code, they appear separated by commas.

Note: AMD, CCB, and Auto-TCL services create system-generated transaction codes. Transaction codes record the outcome of each interactions using codes such as "Answer machine detected", "Call rejected", "Mobile number blocked", "Temporary failure", etc.

See Select Transaction Codes to learn how to select transaction codes during an interaction.

Create Tasks Manually

You can create independent tasks to schedule a phone call to a customer, and set a reminder. A reminder pops up a few minutes before the scheduled call. You can create a task in multiple ways:

Manage Tasks

After you create and save a task, you can edit the information or delete a task record, provided that you have the delete and edit permissions. Contact your Virtual Contact Center administrator to inquire about your permissions.

To edit a task:

  1. Click the Tasks tab. A list of tasks appears.
  2. Click one of the actions items to view, edit, or delete the customer record.
    Select and open a task record from the list by clicking the task number. Click Edit at the bottom of the page.

View Task History

You can view the task history including the details and changes a task has gone through since its creation.
Click Tasks tab or go to Tasks nested under the customer record.

List the Tasks of a Customer

You can list all tasks pertaining to a customer record.

To list all tasks:

  1. Go to a customer record, and click Tasks.
    A list of all tasks associated with the customer record opens.
  2. Click any record to view the task details.

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