Tasks
What is a task?
A task represents a discrete unit of work to be completed by a contact center agent. It could be anything from following up with a customer to resolving a technical issue or processing an order. Each task is associated with a case and a contact, and can potentially screen pop a relevant CRM record or webpage to provide additional context for the agent.
How do agents process tasks?
When a task is routed to an agent, it appears in one of the My Cases queues, depending on what distribution method is selected for the task service. Much like an email or case, an agent will typically open a task, perform the related work, and assign a disposition to the task.
How do I create tasks?
The Task Routing API provides methods for managing the entire lifecycle of a task. You can create new tasks, queue them to be routed to agents, update their attributes, cancel them if necessary, and query their current status.
What is the difference between external and internal IDs for tasks, contacts, and cases?
In the context of the Task Routing API, an external ID is a unique identifier managed by an external system (e.g. a CRM) and an internal ID is a unique identifier created by Bright Pattern Contact Center when a task, contact, or case is created.
Whenever you create a task, contact, or case using the Task Routing API, you may optionally provide an external ID for one or more of these entities. When performing successive operations, you may then use the external ID to reference the entity.
For example, once a task is created, you can check its status using its external ID, rather than needing to record and reference the BPCC identifier. Similarly, if you provide the contact's external ID (from your CRM) when creating the contact via the API, you can subsequently use that same external ID to associate new tasks with that contact record.
How can I change the priority or service of new tasks using the Admin Portal?
You can configure Task Scenario Entries in the Admin Portal to set default priorities and services for tasks. To use a specific scenario entry, your integration must include the taskLaunchPointId parameter (containing the Unique Identifier of the scenario entry) in the Queue Task API call. Once the integration is set up to use the taskLaunchPointId, you can modify the default Service and Priority directly within the Task Scenario Entry configuration in the Admin Portal without changing the integration itself. These defaults will apply unless overridden by the serviceName or priority parameters in the specific API call.
How can tasks be configured with conditional screen pops?
Conditional screen pops allow you to define different screen pop behaviors depending on the client application the agent is using (e.g., the full Agent Desktop application versus an embedded CRM widget). This is configured using the screenpopData array parameter in the Queue Task API method.
Within the screenpopData array, you can specify multiple screen pop objects, each with a type ("web", "dynamicscrm", "salesforce", "zendesk" etc.) and a corresponding URL.
For example, you might define two screen pop objects:
- One with type
dynamicscrmand the Dynamics preview encoded URL likeSHOW_OBJECT:192837465:taskfor agents using the Dynamics CRM widget. - Another object with type
webwith the URL of the task in your Dynamics instance (e.g.,https://<your_dynamics_org>.crm.dynamics.com/main.aspx?etn=task&id={192837465}&pagetype=entityrecord) for agents using the full Agent Desktop.
When an agent accepts the task, the system automatically displays the screen pop matching their current client environment. If an agent is logged in to both a widget and the Agent Desktop, they will see the CRM screen pop.