Tasks

What they are and how to use them

Tasks are used in your Scripts to generate Letters or send Emails, or simply to create Notes to convey information to the host or back-office system.

Scripts can collect various items of information for use in Tasks via Databoxes from either the Host System or entered via the Operator.

The Tasks tab

User Experience

For Contact Centre or staff use, any Task details will be presented on the Results page and optionally require action to continue:

The Results page showing a Letter task

Properties

Group - Tasks can be arranged into groups so that they appear together in the left hand Task Selection list.

TIP When creating/editing a Task, you can either select a group from the drop down list or type a name to create a new group.

Code – a unique code for the Task. This code may be alphanumeric up to a maximum 15 characters. If you can, make the code meaningful so that it is easily identified when viewed within your Scripts. Codes must be unique.

Short description – a brief description of what the Task will do.

Full description - a detailed description of what the Task will do.

Default priority – the Default priority assigned to the Task. When this Task code is used within a Script it will be assigned the default priority.

NOTE For a priority to override the default it must appear in the script after the code, rather than before it. If two codes are being picked up, the priority must appear after the code it is overriding, but before the second code.

Task Templates

Templates are used to create Letters, Emails or Notes to be actioned as part of the Task. The Task Templates shows all the Templates attached to the Task.

Add Template

The drop down list displays the list of ‘base task templates’ to include with your task

To edit the template once you have added it to the task, click the ellipsis button as highlighted below; this will open the Editing pane:

A Task showing the 'Add Templates' dropdown menu and 'edit' buttons

Add Item

Add an attachment, for example, an advice leaflet, to a Template by selecting the '+'.

The drop down list contains the options of a Continuation (opens a new blank page with editor) or, an Enclosure if linked to a Letter or an Attachment if linked to an Email:

A Task showing the Add Item dropdown menu

TIP Move multiple Tasks into a group by either holding Shift whilst clicking to select a block of Tasks, or by holding Ctrl whilst clicking to select multiple Tasks and then drag them into the desired group in the Task Selection list.