Create Task

  1. The Create Task component helps the admin automate the handling of callback requests or generic requests from customers instead of having them wait in the queue for a longer time. 
  2. This component will receive inputs from the previous components and pass the data down to the following component which will act as an input for further processing.
  3. From: When a task is assigned to the agent, the From field helps in displaying the number to which the callback request needs to be made. This is usually selected as {{}} which is the caller’s number. 
  4. Type:
    • Generic: When this option is selected, and when a generic task is assigned to an agent, the agent can either call, send a message etc. to the caller based on the issue/query type.
      • Example: 
        • To create Customer Satisfaction Surveys - Create tasks for agents to conduct post-interaction surveys with customers to gather feedback and improve service quality.
        • Follow-up and Case Resolution: Generate tasks for follow-up actions after a customer call or inquiry. This can include verifying that a solution provided to a customer resolved their issue or arranging further assistance.
    • Callback: This option is selected to schedule a callback to the caller. Once a callback request is assigned to an agent, the agent needs to callback the customer/caller at a feasible time.
      • Example Scenario: The caller reaches out to a Support Number 
        • The caller would like to exit the queue instead of waiting in the queue and schedule a callback when the agent(s) are available.
        • As soon as there is an incoming call, the flow will check if the call is within business hours
        • If it is within business hours, there is a “Queue and Route” component that reads a message to the caller. At the same time, the component reads the message that they can exit the queue and schedule a callback by pressing a particular digit.
        • We have the attribute “Key Presses to exit queue” where we can set the digit that can be pressed by the caller to exit the queue
        • If the caller presses the digit, the ongoing request will be terminated and a task will be created.
        • After the task is successfully completed, the callback is queued and then assigned to the agent(s) when they are available which is done with the “Queue and Route” component.
  5. Message: This is the message that would be displayed to the agent when the callback request is assigned to them

    Message displayed to the agent: 

  6. Queue Position:
    • Hold Position: The position of the caller will be maintained and assigned to the agent(s). Say, if the caller was at the 10th position while requesting a callback, that position will be reserved for the caller even after they drop off.  
    • Last in the queue: The request will be put last in the queue. Say, a caller is in the 10th position while requesting a callback. Meanwhile, 5 more callers join the queue after the caller. So, when the request is raised, it will be queued after the 15th caller.
  7. Success Prompt(optional): The prompt/message that would be played to the caller after the task is successfully created. The success prompt can either be entered in text or audio format. 
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