TaskFlow is organised into different applications. Each application has a purpose and you can easily switch between them by clicking on the App Switcher icon in the top left-hand corner of the screen. This will display all the applications currently installed. Click on an icon to go to the application.
The control panel adapts to your needs, depending on whether you are viewing a list of records, editing a record, viewing a graph or printing a report. The control panel consists of a left part where you will find bread crumbs and create/import/edit/delete/print/action buttons. The right part consists of a search bar with search tools and icons for switching between different views. We explain more about searching and different views below.
The left hand part of the screen is dedicated to the agent widget. The widget shows your current call, campaigns, call history, scheduled calls and anything else a contact centre agent might need. The agent widget will adapt to your current context and will display information and ask for input as the context changes.
The agent widget will only show in one browser tab if you have multiple tabs open.
Search views will always display (except on form views) and is a flexible way for users to find data and sort data.
Search by typing
Typing in the search box will show a list of available options that will differ depending on the context and current view. Use the keyboard arrow keys to choose an option.
There are predefined search filters that makes finding data easy. If a filter is not present in the list you can use the Add custom filter to search by any field in the database.
Predefined group by's allow you to view your data in groups. The total number of records will typically displayed, along with sums or averages of integer and float fields. Group by's will change the layout of list views and kanban views and will affect the rows and columns of graph and pivot views. Similar to filters, you can use Add custom group to select any field in the database.
You can add filters and group by's and whenever convenient save it as a favourite search view. Favourites can be stored only for the logged in user, or be available for all of the users on the system.
TaskFlow uses different layouts to display data to the user. These are called views and you can switch between them depending on whether you want to view many records, one record or pull a report.
Locate the view switcher underneath the search bar in your control panel. It looks something similar to the screen shot below:
Generally speaking, there are six types of views you will come across:
- Form view (displays a single record)
- List view (displays a list of records)
- Kanban view (displays record cards)
- Calendar view (displays records mapped to a calendar)
- Pivot views (displays your data in a pivot table)
- Graph views (displays your data in a visual graph)
A form view displays a single record together with all of its fields. By default the form view is read-only, i.e. only displaying the fields. If you want to edit the form view, click on the Edit button located just underneath the bread crumbs on the control panel. In edit mode, the fields can be changed. Once you are done editing the record, you can click on Save; also located just underneath the bread crumbs.
Print & Action buttons
Some records have special actions that launch wizards or print reports. If your form view is in read-only mode, these buttons will display next to the Edit and Create buttons, underneath the bread crumbs.
Status bar & Workflow buttons
Some records have a specific workflow or states. Generally speaking, a record's state will display in the top right-hand corner of the form view. Workflow buttons will display in the top left-hand corner of the form view. To guide the user, some workflow buttons will be highlighted.
Most form views have a communication thread at the bottom. Emails, calls, SMS and internal communications are conveniently logged in one place. Generally speaking, clicking on New Message will send out an email notification to all the followers of the document. Logging an internal note on the other hand will only send out an email notification if you tag someone using the "@" character.
List views represent your data in the rows and columns. By default, the list view will show 80 records at a time, but you can click on the "<" and ">" buttons underneath the search bar to page through the list. If you click on a list item, you will be taken to the record's form view.
Searching, Selecting & Sorting
To search, you can start typing inside the search bar. The search bar will expand with a menu that will introduce more options to narrow down your inquiry
By selecting items in the list, the print and action buttons will appear in a similar fashion to the form view.
You can sort the list by clicking on any of the columns.
Generally speaking, there are three types of kanban views, each of which has a different purpose:
- Card kanban (displays many records in the form of business cards)
- Swim lanes (displays cards sorted into different columns)
- Dashboards (displays statistics and graphs)
A good example of a card kanban is in the Contacts application. The idea behind it is to organise data in a business card format, showing you an avatar and some basic information. By clicking on a card you will be taken to the form view of that record.
Swim lanes organise kanban cards by their current position in the workflow. A good example of this type of view is inside the Sales application. Each opportunity has a state so you can track progress. You can easily drag and drop kanban cards into a different swim lane.
Data can be represented using dashboards which will typically display graphs and stats. Two good examples of this is call campaigns inside the Campaigns application and sales teams inside the Sales application.
Calendar views show records on a calendar. A good example of this type of view is in the Sales application when viewing opportunities. This view shows the opportunities and plots them according to their next activity date. By clicking on a record, you are taken to the record's form view.
Do not confuse calendar views with the Calendar application. There are many calendar views throughout TaskFlow.
Graph views make it easy for the user to understand large amounts of data. There are three different types of graphs throughout TaskFlow. These are: bar chart, pie chart and line graph. A good example of a graph view can be found on opportunities in the Sales application.
The bar chart on opportunities shows us expected revenue on the y-axis and the stage the opportunity is in on the x-axis. The y-axis can be changed by selecting a different measure. You can measure by any number field. The x-axis can be modified by doing a group by on a different field.
By clicking on the pie chart icon that is located underneath the bread crumbs in the control panel, we see a different view of the opportunities. We can see that most of the opportunities are in the "New" stage and only some are in the "Negotiation" stage.
A good example of a line graph can be found on outbound calls inside the Voice application. The graph below has a group by on the date created field and the measure is set to count.
The data on all of the charts can be manipulated by using the search controls in the control panel. Use group by to change the x-axis on the graphs and the legend in case of pie charts and use the measure button located underneath the bread crumbs to manipulate the y-axis.
From the image below you can see the fields that are predefined on opportunities. If the field you are looking for is not in this list, you can click on Add custom group and select the field from the list.
The image below shows all the fields that can be used as measurements on opportunities. Any field that is number, can be used.
The purpose of pivot views is to show a 3-dimensional view on data. The data can be manipulated through the search controls on the control panel, or by clicking on the "+" and "-" signs on the pivot table.
All of the fields available on the model you are viewing data on (in this case opportunities) are available to create a 3-dimensional view. Similar to graph views, you can also select measurement fields in the measure drop down below the bread crumbs on the control panel. Use the "+" and "-" icons to expand or contract your view. Use the action drop down to export your pivot view to Excel.
Click on the Import button that is visible on any list view. This will open up the import wizard where you can select your file and map the fields.
Select the file you want to import that is either a CSV or XLS file. Map your file's columns with the existing fields within the current model (in this case it is customers). Fields that are an exact match will be filled in automatically. You can search for existing fields by clicking on the drop down (in our example "ID Number").
Once you are happy with the import, you can click on Validate and once validated you can click on Import.
You can download an example file for customers here.
Users with elevated access rights can export data from the system by going to any list view, selecting the records and clicking on Action → Export.
A wizard will open up that will allow you to choose the fields you want to export. Choose Export all data and choose the fields. Some fields have arrows next to them. These are relational fields can be opened up and you can choose fields on them. You can generally use the Display name for relational fields.
When doing the exports on a regular basis, you can save your field selection so you can easily choose the same fields in the future.