Task preferences allow managers to configure automated behaviors for tasks, such as Auto-Complete and Auto-Accept, to streamline agent workflows. Preferences are set by task type and can be viewed and configured in the Task Preferences page in Settings.
Task Auto-Complete
Auto-Complete is a feature that automatically summarizes tasks for agents after they have been idle for a period of time. This helps ensure that agents are always working on active tasks and that new tasks aren't blocked by old ones that aren't being acted on in an agent's backlog.
There are 2 settings that determine how tasks are auto-completed when the feature is enabled:
-
Idle Timeout: How long a task must be considered "Idle" before showing the Task Auto-Complete countdown banner.
- This timer starts after a call ends or an agent sends an sms.
- The timer will reset and stop any time a contact sends an sms.
- Countdown Timer Duration: The length of time that the Task Auto-Complete banner is shown after the Idle Timeout has elapsed.
After the Task Auto-Complete banner hits 00:00, the task will be automatically completed for the agent with a disposition of "Autocompleted". It will then disappear from the agent's task list and they will receive a notification letting them know that the task was auto-completed.
Configuration
To configure Auto-Complete,
- Click on the task type you'd like to configure in the Task Preferences page.
- Toggle on Task Auto-Complete.
- Input values (in seconds) for the idle timeout and countdown timer duration.
- Choose whether to configure this preference for all users or specific teams. If selecting specific teams, the preference will be reflected for any agent that is a part of at least one selected team.
- You can create another ruleset for a different team/ set of teams by clicking 'Add Task Auto-Complete Setting'.
- You can optionally rename each rule you create.
- Save your changes.
Task Auto-Accept
When Auto-Accept is enabled for a task, it is auto-accepted on behalf of the agent reserved to that task, so that the agent doesn't spend time or have the option to accept/reject it. Auto-accept is currently available for Incoming calls. Note that for outbound campaign calls, using a Power or Progressive Dialer will create the same experience for agents.
Configuration
To configure Auto-Accept,
- Click on the Incoming Calls task type in the Task Preferences page.
- Toggle on Task Auto-Accept.
- Choose whether to configure this preference for all users or specific teams. If selecting specific teams, the preference will be reflected for any agent that is a part of at least one selected team.
- Save your changes.
Task Auto-Open URL
When Auto-Open URL is enabled for a task, the link stored in the task's openUrl attribute is automatically opened in a new tab when the task is accepted.
Configuration
To configure Auto-Open URL,
- Configure the URL to be auto-popped. See our docs for mapping links to contacts.
- Click on the task type you'd like to configure in the Task Preferences page.
- Toggle on Task Auto-Open URL.
- Choose whether to configure this preference for all users or specific teams. If selecting specific teams, the preference will be reflected for any agent that is a part of at least one selected team.
- Save your changes.