Current Tasks

Displays all currently ongoing tasks, that are assigned to a queue, in a tabular format.

Columns

• Channel Type – The type of channel associated with the queue the task is assigned to.

  Contains values of Channel Type type.

• Destination – Destination the customer contacted. For telephony, this is the number the contact called. For chat, this is chat template name where the chat takes place. For email, it is the email address contacted.

• Direction – Indicates which party initiated the Task. If “inbound”, was initiated by customer. If “outbound”, was initiated by system or by an agent.

• Duration – The amount of time the task spent in the current state.

  Formula:

  Date Time Now - State Change Time

• Last Agent Id – The ID of the agent the task is assigned to.

  Contains values of Agent Id type.

• Last Agent Name – The name of the agent the task is assigned to.

  Contains values of Agent Name type.

• Origin – Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address.

• Outbound Type – Indicates if the outbound task was an outdial, campaign or callback.

• Queue Name – The name of the queue the task is assigned to.

  Contains values of Queue Name type.

• State – The current state the task is in.

• State Change Time – Timestamp of when the task entered the current state.

• Task Id – The ID of the task.

Calculation Parameters

The Grid function has these optional parameters:

• Agents – Allows you to select from a list of Agent names.

• Channel Type – Allows you to select from a list of Channel Types.

• Queues – Allows you to select from a list of Queue names.