5.5 Escalated Tasks

The Escalated Tasks page facilitates user to view escalated tasks that are assigned to user and helps user to perform various actions on the tasks.

This tab displays escalated tasks, showing a collector their own and a supervisor those of their subordinates or team members

Table 5-6 Field Description: Escalated Tasks

Field Name Description
Filter This section helps user to filter the task list based on specific search criteria.
Account Number Indicates the account number for which the task is created.
Escalation Date Indicates the start and end date of the period in which the escalation date of the task exists. This is the date when task was escalated.
User Name Indicates user name of the collector or logged-in supervisor to whom the task is assigned.

Note: For supervisor role, this list displays user name of the supervisor, and user name of all collectors under the supervisor. user can select multiple user names.

For collector role, this field is not enabled and displays user name of the logged-in collector by default.
Escalation Type Indicates the type of escalation whether automatic or manual.
Customer ID Indicates the customer ID associated with the account. Once user select the customer ID, customer name is displayed.
Escalation Priority Indicates flag to search for prioritized tasks.
<Task List> This section displays the search results for tasks based on specified search parameters.
Export Indicates the export capability to export the table records in csv or pdf format.
Task Name Displays the task name. Click the task name link to update details of the task.

For task type as Call, see Table 5-2.

Note: If Ad-hoc is displayed before a task name, it indicates that it is an ad hoc task.

Account Number Displays the account number for which the task is created.

If user click Info, Account Details section is displayed.

Customer Name Displays name of the primary customer associated with the account number.
Escalation Date Displays the escalation date of the task.
Reason for Escalation (Notes) Displays the reason for escalation captured during escalating the task.
User Assigned Displays the user name of the collector to whom the task is assigned.
Actions Indicates the actions that can be performed.
The options are:
  • flag : Click to flag the task.
  • go to: Click to navigate to Case Summary page. If user navigate to Case Summary page from here, account number associated with the corresponding task is in context.

User can also unflag a task using the delete option.

Parent topic: Task Summary