User Guide

72 Cisco Unified Web and E-Mail Interaction Manager Agent’s Guide
Tasks are created by agents and supervisors for tracking internal work, such as follow-up actions resulting from
an email or chat interaction with a customer. When a new task is created, by default it is assigned to the creator
of that task. Tasks can be assigned to the following.
1. User: You can assign tasks to all users to whom you can transfer activities. In other words, if you have
permissions to transfer activities to a user, you can assign tasks to that user.
2. Queue: You can assign tasks only to queues to which you can transfer activities.
3. System: If you are not sure about which queue or user to assign a task to, or you do not have permission to
assign to any of them, you can assign the task to the system. The system reassigns the task to the queue or
user who is appropriate for handling the task. All agents have permission to assign a task to the system.
Creating Tasks
To create a task:
1. In the inbox pane tool bar, point to the New Activity button and select New Activity. The New
Activity window opens.
2. In the Activity type field, select Ta sk . You can create a new case for the task, or search for an existing one.
You can also create a new customer, or search for an existing one.
Select Task in Activity Type field
3. Click the Finish button to create the task. When you create a new task activity, it is assigned to you.
4. In the Task pane, view the details of the task.
A sample task
Important: Agents who are mapped to users in Unified CCE cannot create tasks or have tasks
assigned to them. They can, however be assigned tasks that are created by the workflow engine.