SmarterTrack 12.x Help

Tasks Overview

SmarterTrack's task management feature provides agents with an easy method to track business tasks and complete them on time. Because tasks are often associated to a customer service or sales issue, SmarterTrack also allows agents to add related tickets, live chats, and call logs to any task in the system. This ability ensures agents can have all the information necessary to complete a task in one convenient location.

To access your tasks, click the tasks icon. Depending on the role you are assigned, My Tasks or Global Tasks (or both) will load.

For help understanding the different areas of the tasks section, see the tasks interface diagram.

Navigating SmarterTrack's Tasks Interface

My Tasks vs. Global Tasks

The My Tasks section displays tasks by their current status for a particular agent. Clicking on a status displays all of the tasks with that status in the content pane. Agents can click on a task and review its details in the preview pane or open a task in a new pop-up window by double clicking on it.

Based on their role permissions, administrators and managers have the ablity to review all tasks in SmarterTrack, either by status or by agent. Clicking on Global Tasks in the navigation pane then clicking on a status displays all tasks with that status in the content pane, regardless of the agent it's assigned to. Expanding the By Agent tree menu displays all agents the administrator and/or manager has permission to view, and each agent has task status categories listed for review.

Regardless of whether you're accessing My Tasks or Global Tasks, all tasks in the system will load in the content pane when you open the respective task status. In general, the following columns will be available, though you can modify which columns appear, as well as the column widths, as needed, using the View menu:

  • Checkbox - Use these boxes to select multiple tasks. Tasks must be selected before choosing an action from the toolbar.
  • Status - Indicates the status and priority level of each task. (See below for Status definitions)
  • Subject - An agent-generated phrase that usually describes the task. Very long subject phrases are truncated.
  • Owner - Indicates the owner of the task, either a specific agent or a releated item. (E.g., a ticket, live chat or call log)
  • Start Date - The date and time the agent should begin the task.
  • Due Date - The date and time the agent should complete the task by.
  • Completion Date - The date the specific task was marked as completed.
  • Original Estimate - The original estimated time for the task to be completed.
  • Remaining Estimate - The estimated time remaining for the task to be completed.

Sorting

Clicking on any column header allows you to sort that column in either ascending or descending order. Final sort order uses the task's due date as the deciding factor. For example, 10 tasks with the same owner will sort from the closest due date to the furthest when sorting the Owner column in either ascending or descending order. In terms of the Status column, tasks sort from left to right, meaning they sort by status then the task's priority (or vice versa, depening on an ascending or descending sort order). Even in this scenario, however, due date is the last item used to determine the eventual sort order.

Performing Task Actions

In general, the following actions are available from the content pane toolbar:

  • New - Creates a new task.
  • Actions - Click this button and select the appropriate option to transfer tasks, select all tasks, or to change the status or priority of tasks.
    • Select All - Selects all of the tasks in the content pane.
    • Transfer - Transfers the selected task(s) to another group or agent. For more information, see Transferring Tasks.
    • Status - To change the status of a task, select the appropriate option from the list.
      • Under Consideration - This is a task that has not been finalized or that is still in discussion.
      • Approved - This is a task that is finalized but has not been started yet. Therefore, it's been approved by management and is ready to be worked on. (I.e., moved into In Progress)
      • In Progress - This task is actively being worked on by an agent.
      • On Hold - This is a task that is active, but may require follow-up or further action before it can contine to be worked on or marked with another status.
      • In Review - This task is inactive, but it needs to be reviewed by upper management or go through some other review process before it can be marked as Completed or put back to In Progress for further action.
      • Completed - This is a task that was successfully completed and closed.
      • Rejected - This is a task that was rejected by management.
    • Priority - To change the priority level of a task, select the appropriate option from the list.
      • Low - The selected tasks have a low priority and will be sorted toward the bottom of the lists.
      • Normal - The selected tasks have a normal or unspecified priority level.
      • High - The selected tasks are a high priority and will be sorted toward the top of the lists.
      • Urgent - The selected tasks are very important and will show at the top of the lists.
  • View - Click this button and select the appropriate option to refresh the page or choose the details that are displayed about a ticket in the navigation pane.
    • Categories - Allows you to see tasks for all categories, tasks without a category assigned or tasks for specific categories.
    • Visible Fields - Choose which columns are displayed in the navigation pane. It is also possible to modify default widths for each column to help them fit specific screen resolutions.
  • Delete - Deletes the selected task(s). For more information, see Deleting Tasks.