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Task Management Guide

Overview

Tasks in Abrianto represent specific collection activities that need to be performed. They help organize your workflow by breaking down complex collection cases into actionable steps. This guide explains how to create, assign, track, and complete tasks efficiently.

What is a Task?

A task is a collection activity that needs to be completed. Tasks can include:

  • Follow-up Calls: Contact debtors to discuss payments
  • Payment Arrangements: Negotiate payment plans with debtors
  • Document Collection: Request and gather payment documents
  • Account Review: Analyze account status and balance
  • Legal Action Planning: Prepare for legal collection procedures
  • Internal Review: Review accounts for special considerations

Types of Tasks

Manual Tasks

  • Created by agents or supervisors
  • No automated triggers
  • Complete through the task management interface

Automated Tasks

  • Created automatically by the system
  • Based on rules or events
  • Examples:
    • Overdue Reminders: When accounts reach due dates
    • Payment Attempts: When payment is due or overdue
    • Escalation Triggers: When accounts need senior attention
    • Daily Collections: For high-volume debt collection

Creating New Tasks

Method 1: Create Task from Account

  1. Open an account you want to create a task for
  2. Click “Add Task” button
  3. Fill in task details:
    • Task Title: Clear, descriptive title
    • Description: Detailed instructions for the task
    • Due Date: When the task should be completed
    • Priority: High, Medium, or Low
    • Assign to: Choose an agent or team
  4. Click “Create Task”

Method 2: Create Task from Debtor

  1. Open a debtor profile
  2. Click “Add Task” button
  3. Configure task details
  4. Assign to specific contacts within the debtor organization

Method 3: Bulk Task Creation

For creating multiple tasks at once:

  1. Navigate to Tasks section
  2. Click “Create Bulk Tasks”
  3. Import or paste multiple tasks
  4. System validates and creates all tasks

Method 4: Automated Task Generation

Tasks are automatically created by rules:

  • Set up rules in Admin → Task Rules
  • Configure conditions (balance thresholds, due date rules)
  • Configure assignment strategies (specific agent, team, priority)
  • Enable the rule
  • System creates tasks automatically based on account activity

Task Statuses

Tasks can have the following statuses:

  • Pending: Task is ready to be assigned
  • Assigned: Task has been assigned to an agent
  • In Progress: Agent is working on the task
  • Completed: Task has been completed
  • Overdue: Task is past its due date
  • Cancelled: Task has been cancelled
  • Escalated: Task requires special attention

Viewing Tasks

My Tasks Dashboard

  1. Navigate to Tasks section
  2. View your personalized task dashboard showing:
    • Overdue Tasks: High-priority tasks that need immediate attention
    • Today’s Tasks: Tasks due today
    • Upcoming Tasks: Tasks scheduled for the coming days
    • Unassigned Tasks: Tasks waiting to be assigned
    • Task Statistics: Count of tasks by status and priority

Task Details

Click on any task to view full details:

  • Task Information: Title, description, priority
  • Assigned Agent: Who is responsible for this task
  • Due Date: When the task must be completed
  • Account/Debtor: Related account or debtor
  • Task History: When the task was created, assigned, updated
  • Comments: Notes from other team members

Assigning Tasks

Assigning to an Agent

  1. Open the task or navigate to Tasks section
  2. Select the task you want to assign
  3. Click “Assign” button
  4. Choose an agent from the list
  5. Click “Assign” to confirm

Assigning to a Team

  1. Select task(s)
  2. Click “Assign to Team”
  3. Choose a team from the list
  4. Confirm the assignment

Reassigning Tasks

  1. Open the task
  2. Click “Reassign”
  3. Select a new agent or team
  4. Save the change

Blocking Task Assignment

If you cannot assign a task, check:

  • User is Active: Ensure the agent is active in the system
  • User has Permissions: User has task assignment permissions
  • Task is Unassigned: Verify the task is currently unassigned
  • System is Operational: Check if the system is running normally

Updating Task Information

Editing Task Details

  1. Open the task
  2. Click “Edit” button
  3. Update any of the following:
    • Task Title: Update to reflect current status
    • Description: Add more details or instructions
    • Due Date: Change when the task should be completed
    • Priority: Change from High, Medium, or Low
    • Assign to: Reassign to different agent or team
  4. Save your changes

Adding Task Comments

Add notes to keep communication on the task:

  1. Open the task
  2. Click “Add Comment”
  3. Enter your comment
  4. Save the comment
  5. Other team members can see and add comments

Changing Task Status

Update task status as you progress:

  1. Open the task
  2. Click “Mark as Completed”
  3. Enter any notes or completion details
  4. Save the status change

Completing Tasks

Completing Single Tasks

  1. Open the task
  2. Mark as “Completed”
  3. Add notes about what was accomplished
  4. Save the status

Completing Multiple Tasks

  1. Navigate to Tasks section
  2. Select multiple tasks using checkboxes
  3. Click “Complete Selected”
  4. Add a note that applies to all tasks
  5. Save the completion

Bulk Task Completion

For high-volume task completion:

  1. Use bulk selection to mark multiple tasks
  2. Apply completion notes
  3. Save all at once

Task Priorities

Setting Task Priority

  1. When creating a task, choose priority level:
    • High: Urgent, needs immediate attention
    • Medium: Normal priority
    • Low: Can wait
  2. After creation, you can update priority at any time

Working with Priority

  • High priority tasks appear at the top of your task list
  • Priority influences task sorting and alerting
  • Use priority to organize workload effectively
  • Don’t overuse high priority - it loses effectiveness if overused

Task Due Dates

Setting Due Dates

  1. When creating or editing a task
  2. Set the Due Date when the task should be completed
  3. System alerts you when approaching deadlines

Managing Overdue Tasks

  • Overdue tasks appear prominently in your dashboard
  • System sends reminders for overdue tasks
  • Clear overdue tasks to keep your dashboard clean

Task Reminder Options

  • Email Reminders: Get notified via email
  • In-App Notifications: See reminders in the task interface
  • Agent Alerts: Senior agents can be notified of overdue tasks

Task Calendar View

Using the Calendar

  1. Navigate to Tasks section
  2. Switch to Calendar View
  3. See all tasks organized by date
  4. Click on any task to view details

Calendar Features

  • Color-Coded: Different colors for priorities
  • Drag and Drop: Reorder tasks by dragging
  • Task Summary: See task counts by day
  • Quick Actions: Complete or reassign directly from calendar

Filtering and Sorting

Finding Specific Tasks

Use filters to find exactly what you need:

  • Status: Filter by Pending, Assigned, In Progress, etc.
  • Priority: Filter by High, Medium, Low
  • Assignee: Filter by specific agent or team
  • Due Date: Filter by due date ranges
  • Account/Debtor: Filter by specific accounts
  • Task Type: Filter by task category

Sorting Tasks

Organize your task list by:

  • Due Date: Sort by when tasks are due
  • Priority: Sort by task priority
  • Created Date: Sort by when tasks were created
  • Assignee: Sort by who is assigned

Saved Filters

  • Save frequently used filter combinations
  • Create filters for common workflows
  • Share saved filters with team members

Task Templates

Creating Task Templates

Save repetitive task structures:

  1. Create a task that you’ll use frequently
  2. Open the task and click “Save as Template”
  3. Name the template
  4. Configure any reusable settings
  5. Save the template

Using Task Templates

  1. Navigate to Tasks section
  2. Click “Create from Template”
  3. Choose your saved template
  4. Configure task-specific details
  5. Create the task

Template Types

Common templates include:

  • Follow-up Call Template: For regular debtor contact
  • Payment Arrangement Template: For setting up payment plans
  • Document Request Template: For gathering documentation
  • Account Review Template: For periodic account analysis

Exporting Tasks

Export tasks for reporting or record-keeping:

  1. Go to Tasks section
  2. Use filters to narrow results
  3. Click “Export” button
  4. Choose export format:
    • CSV: For Excel or spreadsheet software
    • PDF: For printable reports
  5. Download the exported file

Export Options

  • All Tasks: Export complete task list
  • Selected Tasks: Export only checked items
  • With Details: Include full task information
  • With Comments: Include task comments

Best Practices

For Effective Task Management

  1. Be Specific: Write clear, actionable task titles and descriptions
  2. Set Realistic Due Dates: Ensure due dates are achievable
  3. Prioritize Properly: Use priority levels appropriately
  4. Complete Tasks Promptly: Don’t let tasks pile up
  5. Update Status Regularly: Mark tasks complete as you work
  6. Add Comments: Keep communication visible on tasks
  7. Use Templates: Save time with task templates
  8. Assign Wisely: Match tasks to appropriate team members

Handling Workload

  • Balance Priorities: Mix high and low priority tasks
  • Use Blocked Time: Schedule dedicated time for urgent tasks
  • Delegate Appropriately: Assign tasks based on team capacity
  • Review Regularly: Check your task list daily
  • Avoid Overloading: Don’t accept more than you can handle

Team Collaboration

  • Share Tasks: Assign tasks to team members effectively
  • Communicate: Use task comments for updates
  • Coordinate: Ensure no duplicate work
  • Support: Help team members with their tasks

Common Use Cases

  • Collection Agencies: Track debtor follow-ups and outreach
  • Financial Institutions: Manage payment arrangements and account reviews
  • Credit Card Companies: Handle collection tasks at scale
  • Medical Debt: Coordinate patient payment communications

Troubleshooting

Task Not Showing Up

  • Verify you have the right filters applied
  • Check if the task is assigned to someone else
  • Clear your browser cache if you suspect display issues
  • Contact administrator if the task seems missing

Can’t Assign Task

  • Ensure you have assignment permissions
  • Check if the user exists and is active
  • Verify the task is in Pending status
  • Check system is operational

Task Reminder Not Sending

  • Verify email service is configured
  • Check notification settings for your account
  • Confirm due dates are properly set
  • Contact support if issue persists

Getting Help

For support or questions about task management:

  • Documentation: Check our comprehensive documentation library
  • Support Portal: Submit tickets through your support portal
  • Training Resources: Access video tutorials and guides
  • Contact Support: Reach out to our support team directly

Next Steps

Now that you understand tasks, explore: