Task Monitoring

Task Monitoring allows you to view a current list of tasks for a number of business contexts:

All of the available contexts are displayed in the navigation tree. When a context is selected, the corresponding list of tasks is displayed in the Global Task List.

Global Task List

The Global Task List displays a list of tasks for the selected business context.  

In addition, custom attributes can be made available in the list of Advanced Filters. See Configuring Custom Attributes.

The following attributes and actions are available in the Global Task List:  

Filter

Refines the Global Task List and displayed columns, based on the selected filter.

Advanced Filters

Lets you further narrow down the tasks that are listed in the Global Task List. Up to three additional conditions can be added to a selected filter. All of the task's core and extended attributes are available. To add an advanced filter, select the attribute name from the drop-down list. Advanced filters cannot be saved and are retained only during an iWD Manager session.

Refresh

Refreshes the Global Task List.

Hold, Resume, Cancel, Modify, Export to XML

Performs the corresponding operation on the selected task. The task is selected if the first column of the task row in the list is checked. To select/deselect all tasks in the list, click the first column in the table header. If no task is checked, but task details are opened for some task, that task is also considered to be selected. For more information on specific operations, see Task Operations.

Configuration

Opens the configuration view of the current business context. This action can be restricted by a security policy.

Click task row

Displays task details.

Tooltips

Displays the whole value in a tooltip when you hover the mouse over the value in any column of the Global Task List.

Task Details

Task Details view displays all of the available attributes for the task that is selected in the Global Task List.

Attributes are broken down into three sections:

You can view the offset from the current time for attributes that display a timestamp, such as Task Due D/T, by moving the mouse cursor on top of the attribute. The offset is displayed in a hint.  

You can also hover your mouse over an task attribute and view the whole value of the task attribute as a tooltip.

Task History

Task History can be viewed by clicking the History tab in Task Details view. It displays all of the task attributes' values and the task history events.

The following attribute and actions are available in the Task History view:  

Date/Time

Represents the date/time when the event occurred.

Actor

Shows who triggered the event. This is empty for iWD system-triggered events.

Event Code

Represents the type of the event:

  • NEW: Task has just been created.

  • CLASSIFY_START: Task classification has started.

  • CLASSIFY: Task classification has finished.

  • PRIORITIZE_START: Task initial prioritization has started.

  • PRIORITIZE: Task initial prioritization has finished.

  • HOLD: Task is held. This can be triggered by the task source system or by the user by using the task Held operation.

  • RESUME: Task is resumed from the held state. This can be triggered by the task source system or by the user by using the task Resume operation.

  • REJECT: Task was rejected. Either the contract or the process to which the task was associated is expired or not yet active.

  • ERROR: A processing error has occurred, and the task was held for that reason.

  • UPDATE: Task attributes are updated. This can be triggered by a task source system or based on updates to a task’s attached data from a routing strategy or Genesys Interaction Server client such as an agent or knowledge worker’s desktop application.

  • UPDATE_COMPLETE: Task attributes are updated after a task is completed. 

  • ASSIGN: Task is assigned to an agent.

  • FINISH: Agent has finished working on the task.

  • FINISH_RETURN: Agent has returned the task to queue.

  • STOPPED: The task has stopped (removed from database).

  • COMPLETE: The task has been completed.

  • QUEUE: The task has been queued.

  • DISTRIBUTE_QUEUE: The task has been placed into a queue.

  • DISTRIBUTE_WORKBIN: The task has been placed into to a workbin.

Event

A formatted description of the event.