Task Management Guide

——Learn how enterprises create and manage the outbound call tasks through this article.

Role of Task Management

「Outbound Task」is used for the business scenarios of enterprise bulk outbound calls. For example, bulk customer follow-up in the service scenario and bulk filtering of valid leads in the marketing scenario. 「Task Management」is mainly used to create and manage outbound tasks.

Preparation

1. Create an import template in「Task Template - Import Template」.
2. Create a task summary template in「Task Template - Task Summary Template」.

Main Functions of Task Management

● Create Outbound Task

1. Support using different import templates and task summary templates for different tasks.
2. Support starting or closing tasks on schedule.

● Import and Assign Task Data

1. Support multiple number deduplication rules such as deduplication in batch and deduplication in task.
2. Support directly assigning data to agents through Excel.
3. Support multiple rules for assigning data in bulk to agents, such as equal assignment in batch and equal assignment in task.

● View and Manage Tasks

1. Support account-level data isolation. Generally, users can only manage tasks created by themselves.
2. Support adding task collaborators, who can manage tasks together with task creators.
3. Support viewing data execution statistics and agent workload statistics under the current task.
4. Support viewing the Task Detail List under the current task, and support secondary import and assignment of data.
5. Support viewing all talk records under the current task.

How to Use Task Management

● Create Outbound Task

1. Click the【+ Create】button at the top right of the task list to open the "create task" pop-up window (Figure 1).
2. In the pop-up window, fill in the task name, set the import template and summary template of the task. If you need to start/close the task on schedule, you can enable the corresponding switch, and then set the time and time zone for scheduled task start/close (Figure 2).
3. After the task is created successfully, automatically enter the task details page.

Figure 1: Task List

Figure 2: "Create Task" Pop-up Window

● Import and Assign Data

1. Click the【Import Number】button (Figure 3) to open the "import number" pop-up window. If there is data in the task, you need to import the number in the "Task Detail List" tab of the task details.
2. In the pop-up window, download the template and upload the data (Figure 4).
3. After uploading the data, assign the data to agents (Figure 5).

Figure 3: Vacant State of Task Details

Figure 4: Prepare Data

Figure 5: Assign Data

● Start / Pause / Close / Archive Tasks

You can operate the task status in the upper right corner of the task details (Figure 6)

Figure 6: Operate Task Status

● View Task Details

1. In "Task Details - Execution Status", you can view the overall execution data and agent work status in the current task (Figure 7).
2. In "Task Details - Task Detail List", you can view the details and execution of each piece of data in the current task (Figure 8). 3. In "Task Details - Talk Records", you can view all talk records in the current task (Figure 9)

Figure 7: Execution Status

Figure 8: Task Detail List

Figure 9: Talk Records

● Add Collaborators

In "Task Details - Collaborators", you can add collaborators (Figure 10). Collaborators can manage tasks together with the creator of the current task.

Figure 10: Collaborator