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 screenpop 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. Another usage would be creating several tasks associated with a single contact from your CRM; By providing the ID of the contact from your CRM when the contact is created, you can use that ID to associate the contact with any number of subsequently-created tasks.