Advanced Task Management Terms and Definitions

To help you get the most out of Neodeluxe Advanced Task Management, this article provides clear definitions of key terms and concepts. Understanding these terms will ensure you can configure queues, assign tasks effectively, and optimize workflows to match the unique skills and roles of your team.

Automatic Assignment

When manual assignment is deactivated, tasks in a queue are automatically assigned based on one of the following methods:

• By User Request: Tasks are assigned to users who request the next available task.
• By Defined Period of Time: Tasks are automatically assigned to users once the defined time period has elapsed.

Condition

Conditions are the building blocks for criteria and refer to a specific requirement(s) or logical statement(s) that must be satisfied.

Escalation Queue

An escalation queue receives tasks that are not completed within a designated time frame. These tasks can be reassigned to specific users for resolution. Unlike standard queues, escalation queues cannot generate tasks using triggers (e.g., criteria or tasks). Their sole purpose is to handle overdue tasks.

Label

A label is an attribute that defines the skills, responsibilities, roles, or other identifying traits of staff members. Labels enable precise task assignment by matching personnel to task and queues based on the specific requirements for task resolution. They play a critical role in ensuring that tasks are assigned to the correct team members.

Manual Assignment

When manual assignment is activated, the queue does not automatically assign tasks. Instead, tasks generated by the queue are placed in a task inventory, allowing users to claim tasks manually. However, users can only access tasks for which they are qualified, as determined by their assigned labels.

Resolution Code

Resolution codes are customizable descriptors used to categorize and document how tasks are resolved. Each resolution code is grouped under a default category and can be organized into resolution code groups for better management and clarity. 

Queue

A queue is a structured system that automatically generates tasks based on predefined criteria or workflows set by an admin. Queues can:

• Assign priority levels
• Set due dates
• Provide detailed instructions for task completion

Tasks from a queue are assigned to users whose assigned labels matched the required skills and attributes for the task.

Queue Labels

Queue labels are where the user labels are applied to define the skills or capabilities required to complete tasks within a specific queue. Only users who meet 100% of the required labels can be assigned tasks. Modifying a queue's labels can make users ineligible or qualify additional users as eligible for task assignment based on the updated label requirements.