Task statuses and phases¶
Statuses and phases tell us where the task is in its processing. Tasks are designed to automatically go through different statuses and phases during their lifecycle, meaning the value changes over time and always reflects the current status.
The duration of each phase and status is important for statistical purposes, such as calculating the average task processing time, average response waiting time, and so on.
Statuses¶
The status indicates whether the task is still being worked on or not.
Possible values:
Status |
Explanation |
|---|---|
Active |
The task is currently being processed, handled, etc. An unfinished status. |
Closed |
Processing has ended, work no longer continues. Final status. |
Phase¶
Phases describe the lifecycle of tasks. The specific phase of a task indicates where the task is in its processing. Transitions between phases have their clearly defined logic.
Possible values:
Phase |
Explanation |
|---|---|
Draft |
The task has been created but has not yet been sent for distribution. |
New |
Task metadata has been filled in and the task has been sent for distribution. The task has not yet been accepted. |
Read |
The user viewed the task, but it has not been accepted yet. |
Open |
The user accepted the task, processing begins. |
Waiting |
Work on the task is interrupted due to waiting for external resources, such as another agent, additional info, message, etc. Status for statistical purposes of actual waiting time. |
Hold |
Work on the task is interrupted, it can be resumed later. Status for statistical purposes of actual agent work time. |
Completed |
The task has been resolved, processed, and closed. |
Cancelled |
The task has been cancelled, no further work is needed. |
