Agent Task/Routing Task
Refers to the task created and assigned to the agent by the system.
A task is an object that tracks the Agent’s conversation with a customer. When the request lands, it is parked in a queue in the case of PUSH Mode. From here, the system creates the task for the agent. Then, it locates the agent and routes the request to a particular agent.
In the case of PULL Mode, the task is directly assigned to the Agent.
Following is the system behavior to create and assign tasks in different cases.
PUSH Mode (The cases where the request is landed in a queue to find an agent) | When a new request comes |
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If an Agent is Reserved |
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If the Agent accepts the request |
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If the agent does not accept the chat, RONA occurs |
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If the request TTL expires. |
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PULL Mode (The cases where the agent is known beforehand and no routing is required) | When a new request comes | If no task for this agent exists:
If a task already exists for this Agent:
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Direct Queue Conference | On direct queue conference request |
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If an Agent is Reserved |
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If the Agent accepts the request |
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If the agent does not accept the chat, RONA occurs. |
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If the request TTL expires. |
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Direct Queue Transfer | On direct queue transfer request |
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If the requested agent is available for routing |
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If the Agent accepts the chat |
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If the Agent does not accepts the chat |
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Named Agent Transfer | On the named agent transfer request |
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If the requested agent is available for routing |
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If the Agent accepts the chat |
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If the Agent does not accepts the chat |
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Task States
ACTIVE | Task state is always ACTIVE from the time a task is created, unless WRAP_UP is applied or the task is CLOSED. |
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WRAP_UP | When the WRAP_UP timer is started if an agent leaves or the customer leaves. Only applicable if WRAP_UP is enabled. |
CLOSED | When the task is closed and no more required. |
Tasks Media States
QUEUED | When the media is created and the task is queued for routing. |
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RESERVED | When the agent is reserved. |
ACTIVE | When the agent has joined the conversation. |
CLOSED | When the session for this media is no longer active. |
Task Type Direction
DIRECT_TRANSFER | When the chat is transferred to another agent. Applicable in the following cases:
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DIRECT_CONFERENCE | When a conference request is placed to add another agent to the conversation. |
INBOUND | Indicates that the conversation is initiated by the customer. Applicable in the following cases:
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OUTBOUND | When the agent initiates the conversation with the customer |
Task Type Mode
AGENT | Cases where the request is not placed in a queue for routing because we know the agent beforehand. Applicable in the following cases:
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QUEUE | Cases where the request is placed in a queue and we do not know the agent beforehand. Applicable in the following cases:
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Task Close Reason Codes
Task close reason codes show the reason for the task closure. Please check this document for task reason codes and their description.