Task Questions
Task Basics
Can I work on multiple tasks at once?
No. One task at a time. Complete or close your current task before claiming another.
What happens if I close my browser?
Your task stays assigned to you. When you return, you'll see it waiting.
Can I un-claim a task?
Yes. Click "Close" to return it to the queue.
What if I claim the wrong task?
Click "Close" immediately. Another agent can then claim it.
How long can I keep a task?
No time limit, but you'll timeout after 2 minutes of inactivity.
Closing Tasks
What's the difference between "Close" and "Resolve & Close"?
| Button | When to Use |
|---|---|
| Close | Can't handle it, return to queue |
| Resolve & Close | Task completed successfully |
What close reasons are there?
- Booked Job
- Unsuccessful Contact
- Fee Not Accepted
- No Availability
- Service Not Offered
- And more...
Sub-Tasks
Who creates the initial sub-tasks?
AI generates them based on the conversation.
Can I add my own?
Yes. Click after the last sub-task and press Enter.
Can I delete sub-tasks?
Yes. Hover and click the X.
What if I check one by mistake?
Click again to uncheck. Changes save immediately.
Do I have to complete all sub-tasks?
No. They're guidance, not requirements. Adapt as needed.
Inactivity & Timeouts
Why did I get an inactivity warning?
No activity (mouse, clicking, typing) for 2 minutes.
What counts as activity?
- Mouse movement
- Clicks
- Typing
- Scrolling
- Making calls
- Sending messages
Will I timeout during a call?
No. Active calls protect you from timeout.
What if I'm reading a long conversation?
Scroll or move your mouse while reading.
What happens if I timeout?
Task returns to queue. Another agent can claim it.
Escalation
When should I escalate?
- Issue beyond your authority
- Customer asks for manager
- Complex billing dispute
- All complaints (no exceptions)
How quickly will account team respond?
| Urgency | Response Time |
|---|---|
| Urgent | Same day |
| Standard | 2-3 days |
| Non-urgent | Up to 1 week |
Can I get the task back after escalating?
No. Account team handles it from there.
Appointments
What if no availability shows?
- Try different dates
- Contact dispatch for manual scheduling
- Offer to call customer back
Can I book same-day?
Yes, if technicians are available.
Quick Answers
| Question | Answer |
|---|---|
| Multiple tasks at once? | No, one at a time |
| Timeout duration? | 2 minutes inactivity |
| Protected during calls? | Yes |
| Sub-tasks required? | No, they're guidance |
| All complaints escalated? | Yes, always |