Why did a task turn up already assigned to me?
Unassigned work is handed to whoever is actually on shift and free, a few times an hour, so it does not sit in the pool waiting for somebody to notice it.
Work that nobody has picked up does not just sit in the pool. Several times an hour, Peakify looks for unowned tasks and gives each one to somebody who is actually on shift and free to take it. It appears on your Workspace tab with your name on it.
Being assigned a task is not the same as having opened it. Your timer does not start, and nothing is counted against you until you open it yourself.
Who counts as free
To be handed work you have to be all of these:
- On shift, according to the weekly schedule your organization set for you. If nobody has set anybody's hours, everyone counts as on shift, so the feature is not dark on day one.
- Not on time off. A booked day off takes you out of the pool.
- In a status that accepts work. Available and Working do. Break, Lunch and Training do not, so stepping away stops NEW work reaching you.
- Somebody who can be picked by hand. The pool is exactly the same set of people your colleagues can choose from the assignee menu, so you can never be handed work by the computer that a human could not have handed you.
If you have never touched your status pill at all, you count as Available. Most people never open it, and treating that as "unavailable" would leave almost everybody out.
Stepping away does not take work off you
Going on Break, Lunch or Training stops new work being assigned to you. It does not take back a task already assigned to you, and it does not unassign one you were given. Lunch is not the end of your shift.
The one thing that does hand your work back is your shift actually ending, see How do I end my day in Team management?
Nothing is ever stolen from anybody
The sweep only touches work with no owner. A task somebody has already been assigned is left alone. The AI is never a candidate, because the point is to reach a person.
A step somebody gave to the AI teammate is left for it too, so it is not handed to a person behind their back. If the AI hands the step back, it becomes ordinary unowned work and is shared out like any other.
Getting a conversation this way does not switch off the AI. It keeps answering the customer until you take the conversation over, by replying yourself or by assigning it by hand.
The shared queue is still there
Assignment is a nudge, not a fence. Anything unassigned stays in the shared queue exactly as before, and you can still assign it to yourself.
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More in Team management: your day
The other guides people read alongside this one.
- How do I find my way around Team management?
Team management (TMS) is one screen with tabs. Click TMS in your sidebar, then pick the tab for what you need.
- What is on my Team management workspace, and how do I use it?
Your workspace is a screen split into four parts: your task list, the conversation with whoever you're helping, their record, and the controls for finishing or returning a task.
- How do I assign myself a task from my workspace, and finish it?
Open a task on your list and it's assigned to you, your timer starts and its conversation and record fill your screen. Finish it with a note, or give it to a teammate, your AI teammate or back to the queue.
- How do I see and work a customer's tasks in Team management?
There's no separate tab for browsing every task any more. Work your own ranked list from the Workspace tab, and see everything for one customer, in four lanes, on their own Tasks tab.
Did this not cover it?
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