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Tutorial: Route a task to a team

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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You can build custom versions of tasks tailored to your unique workflow and use queue rules to route them to other teams in your organization automatically. 

Who can access this feature?
User typesAdmins can create a form for a KObject. Agents can create a task from that form.


In this article

Prerequisite

To set up task routing, you should have an assignable custom object and a basic understanding of routing and queue rules.

Overview

In this article, we will build upon the task we created in this tutorial and create a queue rule that routes this task to a team when it is created. 

Create a team

First, we'll create the team we want to route tasks to. You can also route tasks to existing teams. 

  1. Go to Settings > Users > Team.
  2. Select Add Team and enter a name. Since we are setting up routing for a Returns task, we will create a Returns team.
  3. Select Create Team.
  4. Select the team members for this team and select Save Changes.

Set up your queue

The next step is to create the queue that these tasks will route to.

  1. Go to Settings > Platform > Routing.
  2. Select Add Queue and Configure the basics.
  3. Enter a name for the queue and move on to the next step. We will name it Returns queue.
  4. Select Save and continue.
  5. Select the task you want to create the rule for from the Conditions drop-down menu.
  6. Next, enter the criteria you want to be met to route the task. For this example, we will use Return Order Status Is Set. This rule will route the task once it is created.
  7. Select Save and Continue.
  8. Now, select Add Team and choose the Returns team you created in the previous step.
  9. Continue through the rest of the wizard and apply your changes.
  10. Finally, go to the Rules tab on the Routing page and turn on your queue rule.

FAQ

Q. Will tasks route if I don't set up a queue rule?

No. You must have an activated queue rule for a task to route. Turning on the Route and assign toggle for a Klass only activates the Assigned Team, Assigned, User, and Status attributes.

Q. What happens if an agent manually assigns a routable task to another agent?

The task will be assigned to that agent and not routed to a queue.

Q. Do tasks take up capacity in a queue?

Yes, similar to conversations, tasks are routed to an available agent based on their capacity.

Q. Do tasks appear in reporting?

Yes! You can use the Team Pulse dashboard to see what tasks your agents are working on in real time. You can also view the Overview report to see metrics such as average handle time.