Task Management Creation
A guide to creating a functioning task management script and task administration script.
Task management controls are a great way to 're-alert' calls for further action. For example, a car dealership may need to remind clients of a yearly service, or you may need to contact an on-call engineer who may not be able to respond immediately. Re-alerts can be set to pop a script, with data populating script fields if required.
Tasks can be set to be actioned by the same agent who took/made the call, or set to appear only to specific groups.
Task 're-alerts' can be set to any point in the future, either by using a fixed timer, or by the agent manually setting the time to re-alert from the original script run.
There is also no limit to how many times a script can be re-alerted, or how far in the future.
Tasks can be given a priority rating, to determine where the task appears in the queue.
Creating your first Task Management Script
The steps below provide a working example of creating a task, and repopping a script with previous call detail. Note that task details are not included in here, just the core task management requirements. Please see the further learning section at the bottom for more help if required.
1. Create a script - one will display a list of all tasks - view it as a reception script. The agent will be able to click on a task, and open a separate script. In this example the script is called Task Management Reception (suggested name only, alternative names can be used).
2. Create another script, this will hold the details of the task, and will pop when the Task is activated from the Task Management Reception script. In this example the script is called Task Generation Script. In this example both scripts are created under a Customer (Folder) named Task Management Training.
3. In the DDI manager, create 2 new DDIs. Name one CallQueueHandler and link it to the 'Task Management Reception' (the name and casing must be identical to this). Create another of your choosing, and link it to the Task Generation script. Make both DDIs live.
4. Open the Task Reception script. Create a start page, penultimate page and an end page that can all be reached from each other (using Button or other linking controls on each page).
5. Add a Task Management control to the first page of this script. In the Advanced Properties, leave as 'All Groups', however this is where you would assign the control to appear in selected relevant groups (created in the System Admin section). Close the script.
6. Open the Task Generation script. Create the Start, Penultimate and End pages as normal. Create another page named "Pre Start" and set this to be the first page of the script. Add a page named 03 Task Management.
7. To enable the Task Management functionality, you will need to add the following variables as script variables :
8. In your 'pre-start' page, add a conditional button, and specify 'Auto Click' as 'Immediately'. Add logic to the button that queries :
var_csMQID is populated when a task is created. If it is blank (no task is found) it will move the agent to the page where a new task can be created. If it is populated, the script can be set to display the data from a previous script run (usually by using a Retrieve Session Data control).
9. On the Start page add any content (for example, a Text Label to greet the caller, a button to link to the 03 Task Management page, and any other controls required):
10. Add a Task Management - Insert control to the 03 Task Management page. This will create a new task. Set the button to auto click immediately, and hide it (this will automate the task creation process, rather than the agent being responsible for clicking buttons to create it).
Sett the Advanced properties as follows :
- DDI - this MUST be exactly the same as specified in DDI Manager (case sensitive).
- Script - any value can be entered. This will display in the table presented to the agent in the Task Management Reception script.
- Customer - any value can be entered. This will display in the table presented to the agent in the Task Management Reception script.
- Priority - An integer Value used to render the order of the queued tasks.
- SLA - Defines the SLA in seconds.
- Notes - this are added to the SQL table. Notes do not display to an agent.
- Either specify a specific date/date, use a script variable or field, but be certain to adjust the format of the date taken in script to match SQL (yyyy-mm-dd) or a timer based value. In this example the task will reactivate in 1 hour, 30 minutes time. Click Save.
10. On the '03 Task Management' page, add a 'Task Management - Complete' control. This allows the agent to complete a task when required (and thereby removing it from the Task Management Reception script table). Add any other page content required, including a button that links to your penultimate page.
11. Add content to the Wrap page as required (for example, adding outcomes, etc).
12. Check both scripts, then set them live.
13. Start the Message Queue service within the Service Manager:
14. Go to the Agent Desktop. Run the Task Generation Script to create a new task. New tasks will be alerted in the bottom left corner (Outstanding Tasks button). Note that depending on how often the service is set to poll will determine how long it takes for the task to appear in the Outstanding Tasks list - as well as the actual time set in the Task Management - Insert control.
Click on the Outstanding Tasks button, and select Other tasks. The Task Management Reception script will display a table of outstanding tasks. Note how the Customer/Script fields display in the table, allowing the agent to understand exactly what each task is/requires. Agents can right mouse click on a task, and select an appropriate action. If they select Run Task, the Task Generation Script will open (and the Reception script will close).
Need further help? Please contact CallScripter training: firstname.lastname@example.org