Basics about Task types

Task type is a special contact data key, as CallGuide can gather statistics about contacts, organised by values of the task types.

As with other contact data keys, entrance, menu choice, and task type can be used in routing rules. See The Routing of contacts window

If you are interested in gathering statistics per entrance and menu choice you can make combinations of entrance and menu choice to correspond to a task type.

Example:
A contact centre has two telephony entrances, 020 456789 and 0771 456789. The customers calling the contact centre can select between two menu choices; order and support.

If you want to be able to gather statistics categorised by both entrance and menu choice, you can have four task types, designated 1-4., e.g.
1 = 020 456789 and order
2 = 020 456789 and support
3 = 0771 456789 and order
4 = 0771 456789 and support

Add a new task type

The Statistics | Task types... menu choice leads to the The Entrances, menu choices and task types window where you can add and delete task types and change their names. Adding a task type means specifying a valid value for contact data (with the key) task type.

To use this menu choice, you must have Own task type and wrap-up time in your access profile.

Each task type belongs to a particular organisation area. A task type can also be connected to a specific subarea, to restrict access to sensitive information in the CallGuide Interaction View contact archive. Interactions without task type, or without restrictions, belong to the organisation area where contacts have been handled and can be seen by all agents belonging to the area. The same task type can be specified for different organisation areas and subareas.

This is how you add a task type:

  1. In the drop-down above the Task types, choose Organisation area in which the task type will be used.
  2. Click on the first empty text field from the top and enter an ID
  3. Enter a short descriptive name under Task type.
  4. The task types can now be connected to designated subarea(s). Select one or multiple subarea(s) by moving name(s) from Available to Selected.
  5. Save with OK.

Delete task type

This is how you delete a task type:

  1. Open the Task types tab in the The Entrances, menu choices and task types window.
  2. Select the task type's name.
  3. Press the Delete key or select Delete in the context menu.
  4. Save with OK.