Action Center: turn observations into tasks

Find work and observations

Open the tasks or observations tab and combine queue, owner, priority and text filters. Reset filters returns to active tasks without the search filters. Refresh observations to retrieve signals from repeated missed calls or existing AI analyses where permitted; this retrieves stored evidence without reanalyzing the audio.

Confirm a useful action

Open the observation, inspect its call context and decide whether work is necessary. Convert a relevant observation into a task or archive it when it does not require action. For the task, choose the responsible person, priority and deadline. Make the expected next step explicit so another team member can understand what completion means.

Record progress and outcome

Select the task to read its state, assignment and history. Add notes and contact attempts as work progresses, and close it with an explicit outcome. Use its Routing and existing-analysis links to check the underlying call where available. Editing and linked content remain subject to their own permissions; opening a task does not grant additional access.

Take a signal through an operational case

1. Choose the work list

   Use the status tabs to distinguish active items, candidates to evaluate, open work, work in progress and closed cases. Filter ownership to All, Mine or Unassigned and combine queue, priority, search and overdue-only filters. A candidate is a signal for evaluation, not an intervention already performed.

2. Inspect the evidence

   Open a case and read its reason, source and related calls. Use the linked records to check whether the signal concerns the same number, queue and period. Do not merge distinct customers merely because a shared telephone number appears repeatedly.

3. Record responsibility and outcome

   Use the permitted case controls to assign responsibility, add the next action and update progress. After saving, reread the case and the list state. Close it only when the intended work has an outcome; record that outcome so the next supervisor can understand what was done.

Example: repeated missed contacts

Review a repeated-number observation and check whether a later call was answered before assigning a follow-up. If contact is still needed, assign one owner to avoid duplicate attempts and document the outcome. A callback service belongs to PBX configuration: these observations do not automatically identify callback requests or schedule outbound calls.

Complete product screenshots

Illustrative data. Open the screenshot to enlarge it and match the controls to the instructions in this chapter.

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