Administering Overflow and Escalated Tasks

To administer overflow and escalated tasks, use the Overflow Administration (MCF_OVERFLOWL_CMP) and Escalation Administration (MCF_ESCAL_CMP) components.

Access the Overflow Tasks page using the following navigation path:

PeopleTools > MultiChannel Framework > Universal Queue > Administration > Overflow Admin (overflow administration)

Image: Overflow Tasks page

This example illustrates the fields and controls on the Overflow Tasks page. You can find definitions for the fields and controls later on this page.

The Overflow Tasks page displaying the Action Timeout, Task Identifier, and Task Type fields. You can specify Comments and Logical Queue, and you can choose to Resubmit or Close without Submit on this page.

Use this page to manage tasks that could not be assigned to an agent within the specified overflow timeout.

Field or Control

Definition
Action Timeout

Displays the time at which the overflow occurred.
Task Identifier

Displays the task identifier.
Task Type

Types include chat, email, generic, and voice (not supported).
Comments

Enter optional text commentary about the resolution of the task.

For example, note that the customer sent follow-up email that was answered by an agent.
Logical Queue

Select a logical queue to which to resubmit this task.
Resubmit

Click to send the task to the specified logical queue to retry assignment.

Only persistent tasks can be resubmitted; chat cannot be resubmitted.
Close without Submit

Click to close this task without sending it to retry assignment.
Detail

Click to display additional information about the task.

Access the Escalation Tasks page using the following navigation path:

PeopleTools > MultiChannel Framework > Universal Queue > Administration > Escalation Admin (escalation administration)

Image: Escalation Tasks page

This example illustrates the fields and controls on the Escalation Tasks page. You can find definitions for the fields and controls later on this page.

The Escalation Tasks page displaying Action Timeout, Task Identifier, Task Type, and Detail. You can enter comments and choose to Close Without Submit on this page.

Use this page to manage accepted persistent tasks that were automatically unassigned from agents because they were not closed within the specified escalation timeout. Tasks can be closed without submitting them.

Field or Control

Definition
Action Timeout

Displays when the escalation occurred.
Task Identifier

Displays the task identifier.
Task Type

Types include chat, email, generic, and voice (not currently supported).
Comments

Enter optional text commentary about the task's resolution.

For example, note that the customer sent follow-up email that was answered by an agent.
Close without Submit

Click to close this task without sending it back to retry assignment.
Detail

Click to view additional information about this escalated task.