Overview
You might want to know how are Start Today’s Tasks and personal/shared records lists are integrated & how are tasks prioritized when presenting to agents.
Information
When you click into your tasks, the tasks are given to you in order of importance. Each bucket presents the tasks in a slightly different order. Below is a list of how tasks are distributed in each bucket.
Start Today’s Tasks or High priority mode
- All scheduled calls due or overdue ordered by custom sort.
- All urgent tasks due or overdue ordered by custom sort.
- All remaining tasks due or overdue ordered by custom sort.
Start Urgent bucket
- All scheduled calls due or overdue ordered by custom sort.
- All urgent tasks due or overdue ordered by custom sort (Shared and/or Personal).
Start Shared bucket
- All scheduled calls due or overdue ordered by custom sort.
- All shared (not urgent) tasks due or overdue ordered by custom sort.
Start Personal bucket
- The flow of tasks in this bucket corresponds to the previously selected sort.
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