Investigate Case Task

Explanation

This activity is used to investigate an accepted task.

Prerequisites

To perform this operation, task should be in Open state.

System Effects

As a result of investigation, the task owner can further process on the task or can dispatch to the relevant queue or person, if the task should be handled by someone else.

Related Window Descriptions

Case Task

Procedure

  1. Open the Aurena > Call Center Lobby Page.
  2. Select a task from My Open Tasks and click on the relevant record. It opens Case Task page.
  3. Go through the task details. Do status changes appropriately.
  4. Add task comment in Comment section.
  5. Case contact notes can be added as required, through Contact Note. Also, able to send mails to the relevant parties via Send Email function.
  6. Dispatch the task to a releavant queue or a person if it should be handled by someone else by clicking on Dispatch.