Tasks and follow-up
Tasks are the written record of what still needs doing. Most are created for you, off the back of a call or a message, so nothing depends on someone remembering to write it down.
A task always belongs to a case, which is what connects it back to the person and the request it came from.
Finding your tasks
Open Tasks in the sidebar. It has four views:
- My Tasks is only the ones assigned to you
- Mentioned is tasks where someone @-tagged you in a comment
- Done is completed tasks, from anyone
- All is every task across your team
Within a view, tasks are grouped by day: Today, Tomorrow, This week, Later. What needs attention now is at the top.
What is in a task
A task created from a call carries its context with it:
- Who called and their number
- Which of your lines they dialled
- A short summary of what they wanted
- A link straight back to the recording, the transcript, and the case it belongs to
You should not need to listen to the call to know what to do next. If a task ever leaves you guessing, tell your Wayline contact — that is a fixable problem and we would rather hear about it.
Completing one
Click the circle to the left of the task. It moves into the Done group.
Nothing is deleted when you complete a task. It stays findable under Done, which is what makes it useful later when someone asks what happened.
Finishing the last task on a case does not automatically resolve the case. Resolving is a separate, deliberate step, because the work being done and the resident being satisfied are not always the same thing.
Handing one off
Comment on the task and type @ followed by a colleague's name. They will see it under Mentioned. You can attach a photo or a document to a comment, which is the easiest way to pass along a picture of the actual problem.
Who gets what
Tasks are assigned to a person, not to a shared pile. Which person depends on how your team is set up: usually the category of the case decides it, so maintenance work reaches whoever runs maintenance.
Your Wayline contact can tell you how your team's routing is configured and change it whenever you want.