Administering Escalated Tasks

Access the Escalation Tasks page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then Universal Queue, and then Administration, and then Escalated MCF Tasks (escalation administration)

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.

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	Description
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.