Assigning team tasks

Depending on the work routing options, team managers can assign tasks to team members, or members can pull tasks off the queue themselves.

If the team has the Managers can route tasks to members option enabled, team managers can assign tasks to team members.

If the team has the Members can accept team-assigned tasks option enabled, team members can assign themselves any unassigned team tasks.

If the team has the Members can return team-assigned tasks back to the team option enabled, team members can return tasks assigned to them back to the pool of unassigned team tasks.

Select Operations > Tasks.

Click the Actions icon (

) to display all saved searches/filters for tasks.

Choose one of the following searches.

To display all tasks assigned to the team, grouped by assignment, click All My Team Tasks.

To display all tasks assigned to the team that are not assigned to any team members, click All My Team Unassigned Tasks.

You cannot reassign tasks from the All Tasks page. To reassign tasks, select another filter; for example, All My Team Tasks.

Check the boxes for all the tasks to assign. To select all listed tasks, you can check the box for the Name column.

The Reassign Selected page appears. If you do not have permission to assign the selected tasks, the page contains a message to this effect.

For each selected task, select a team member for the assignment in the Assign To field.

Team members only can assign tasks to themselves or back to the team.

After you make all the assignments, click Save Assignments to save your changes and close the page.