The BDC Manager can perform a global agent reassignment across one or more active campaigns. This can be useful when a BDC Agent leaves the BDC and their tasks need to be reassigned to other BDC Agents.

Agent reassignment is done from the Tasks page so that it can be used by the BDC Manager as they review their active phone campaigns.

To do a global reassignment:

1. Click "Reassign agents". The agent reassignment page appears:

2. Start on the Criteria tab of the reassignment page to specify the range of tasks and campaigns to be reassigned.
3. Select the task creation Start and End dates (optional).
4. Select one or more Campaign Types (mandatory). The active phone campaigns are then listed on the right (Campaigns available for reassignment):

5. Click to add one or more of the available campaigns to the list on the left (Campaigns selected for reassignment). Click to deselect a campaign.
6. Click "Next" to continue to the Agents page:

7. All BDC Agent agents are initially listed.
8. Click to select one or more BDC Agents for reassignment. They are added to the list of the left (Remove from). Click to remove a name.
9. Click to select one or more BDC Agents to be assigned the tasks. They are added to the list on the right (Assign to). Click to remove a name.

Note: To unassign the tasks, do not select any names for reassignment. The tasks will be reassigned to 'N/A'.

10. Click "Save" to complete the reassignment. The following confirmation appears. Click "Yes" to confirm:

Tasks are reassigned from all 'Remove from' names to the 'Assign to' name(s). If there is more than one 'Assign to' BDC Agent, tasks are assigned on a round-robin basis.

Note: This feature is for global reassignment between BDC Agents. To reassign individual tasks in a single campaign using the "Reassign tasks" button, refer to Reassign tasks.

 

Assigning unassigned tasks

This function can also be used to assign unassigned tasks. If there are no 'Remove from' names selected, then unassigned tasks are reassigned to the 'Assign to' BDC Agents.

Note: When a BDC Agent is marked inactive, their tasks are automatically reassigned overnight to 'N/A'. Use global reassignment to quickly reassign their tasks.

The BDC Manager can choose to action one, many or all tasks at a time in the selected campaign when working in the Tasks page. They can:

1. Filter the campaign tasks that are shown on the page using the following criteria (These filters are also available to the BDC Agent to filter the list they see on the page as described in Working with campaign tasks.):
   • Last Action
   • Assigned Agent
   • Appointment Start/End Dates
   • Search fields (you can search on customer name and/or vehicle description)

2. Select (check) one or more tasks to action. The following options can also be used:
   • Select All On Page to select all of the currently listed tasks.
   • Select All in Campaign to select all tasks in the campaign.
3. Use the campaign buttons to action the selected tasks:
• Reassign tasks
• Clear tasks
• Export tasks

Note: You can also increase or decrease the Show amount which restricts the number of tasks that appear in the task list. This can help to make the campaign manageable. The default is 1000.

The BDC Manager can reassign tasks on the Tasks page. This can be used to reassign selected tasks regardless of the current assignment. This differs from the global agent reassignment which is for reassigning between BDC Agents as described in Global agent reassignment.

To reassign just the selected (checked) tasks in the campaign:

1. Click "Reassign tasks". A new pane appears above the task list to specify the reassignment criteria.
2. Select the BDC Agents who the tasks will be reassigned to:
   • Click beside the available names on the right (Service coordinators available for assignment).
   • The names are added to the list on the left (Reassign agent). Click to deselect a name.

Note: To unassign the tasks, do not select any names for reassignment. The tasks will be reassigned to 'N/A'.

3. Select/deselect tasks if needed before continuing, as described in Filter and select tasks.
4. Click "Apply". All of the selected tasks are reassigned to the BDC Agents listed on the left (i.e. the Reassign agent list). If there is more than one 'Reassign agent', tasks are assigned on a round-robin basis.

Note: To assign unassigned tasks in the campaign, use the task filter to find and select tasks with Assigned Agent = 'N/A' then reassign the tasks as described above.

The BDC Manager can quickly clear just selected (checked) tasks in the campaign using the "Clear Tasks" button. The following confirmation message appears:

Click "Yes" to clear the selected tasks from the campaign.

Cleared tasks are closed with a disposition of 'Task Cleared by User' and cannot be reopened. They are included in reports only as closed tasks. Note that the customer/vehicle can potentially be added back into the campaign at the next refresh if they still meet the criteria.

Note: It is also possible to clear tasks from a campaign using the Clear Task tab in campaign configuration as described in Removing tasks from a campaign, however tasks can only be selected by assigned agent and/or task-creation date.

The BDC Manager can use the "Export" button to export just the selected (checked) tasks. The tasks are downloaded to a specified CSV file name and location. The file will be in CSV format with a Header record as the first row. The layout is the same regardless of campaign. Refer to Exporting task lists for more information.