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Assigning Tasks

An agent can assign tasks to queues or users only if they have permission to do so.

To assign tasks to users, queues, or the system:

  1. Create a new task or select an existing task activity from the inbox.

  2. To assign the activity to a user, queue, or system, in the Reply pane, click the Assign button. In the Transfer Activities window, provide the following details.

    1. Transfer to: You can assign the task to a Queue, the System, or a User based on permissions. From the dropdown list, select one of these options. If you choose queue or user, the window refreshes and displays a list of the queues or users to whom can assign tasks. Click the name of the particular queue or user to whom you wish to assign the task.

    2. Filter Text: Use this field to filter the list of users, queues, or departments down to a shorter list.

    3. Change priority of these tasks: You can change the priority of the task before assigning it. Select this option if you want to change the priority of the task. From the dropdown list, select the priority of the task. You can assign a priority from 1-7, where 1 is the highest priority and 7 is the lowest priority.

    4. Transfer pinned tasks: Select this option to assign pinned tasks. The option is enabled only if you are assigning a pinned task.

    5. Allow these tasks to be re-assigned to me by the system: If you are assigning a task to a queue, you can decide if you want the task to be re-assigned to you or not. This option is selected by default and is available only when you are assigning a task to a queue. Select the option if you want the activity to be re-assigned to you.

  3. Click the Transfer button to assign the activity to the selected user, queue, or the system.

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