⚒️Managing Back-office Tasks

Admin Tools -> Service -> Organization -> Back-office tasks

Using this tool requires the Service Admin role.

Back-office tasks refer to various administrative or support activities that do not involve direct interaction with customers but are essential for the overall operation of the service or organization. These tasks are typically performed by agents or staff members when they are not actively handling customer-facing responsibilities.

Bback-office tasks are specific duties agents can perform when marked as Unavailable for customer service.

Viewing Back-office Tasks

Back-office tasks are defined for the entire organization. To view the tasks, go to Admin Tools -> Service -> Organization -> Back-office tasks

The Back-offce Tasks List Page

Creating a New Task

To create a new task, click "New back-office task" to open the New Back-office Task dialog.

Enter a unique, descriptive name for the task.

Configuring Back-office Tasks

Configure back-office tasks using the Back-office Details page:

• Max duration: Enter the maximum duration (in minutes) required to complete this task. This information alerts managers when agents performing this task exceed the allotted time.

Archiving and Restoring a Task

If you no longer need a back-office task, you can archive it.

To archive a task, click the context menu button [⋮] next to the task name and choose the Archive Back-office task option.

To restore an archived service type, go to the Back-office Tasks List page, click the context menu button, and choose Restore Back-office Tasks.