Agents Tools Training Guide
Task Manager
There may be situations when an agent receives a request or encounters an issue that needs to be handled by
a specific team or person in their organization. Using the Switchfly Task Manager these type of interactions
can be tracked in the Switchfly tool and each action documented in the booking without having to enter it later
via the Memos feature.
The Task Manager consist of three parts:
• Agent Task Memo – this is how the agents enter the information that requires action
• Task Tracker Report – this is where the tasks are worked by the appropriate parties
• Agent Task Tracker – this tool allows the agent to track the progress of tasks
The Task Manager tool can be used by inhouse or outside agents. An agent must have the “Task” permission
set to true for them to be able to add tasks via the Agent Task Memo tool.
Creating Task Type Codes
The task tool uses task types that each client will configure to reflect their business rules.
The creation of task codes is done from the Control Panel tab. The Task code link is located under accounting
label.
• Click on Task Code Link
• Click on Add New Code
• Add Task code and description and click on submit
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After creating a task type it can be modified or deleted from the same Task Code Link
Adding a Task to a Booking
• From the bookings view page there will be a tab at the top of the page called “Task”. When the agent
clicks on this tab they will be directed to the page to add the task.
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When entering the task the user will choose the task type from
the drop down.
Personal code is for agent use only and is not passed to the
Task Memo Report
The segment drop down will list the various components on the
booking, a user can choose a specific component or leave
blank.
The task box is free form and has unlimited text. The user
should explain in detail what action needs to be taken.
The tool will automatically document the agent name adding the
task, time and date.
Once the submit button is clicked the booking and the entered task will be viewable on the task report.
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Agents Tools Training Guide
Task Manager
Task Queue Report
Task are worked by the appropriate users from the Task Queue Report. The Task Queue Report is located on
the Report tab within the Queues box. Agents that work this queue will be required to have access to the
Reports tab.
The task queue provides various filtering options. This enables a user to work specific types of tasks, specific
cobrand, agencies or agent issues.
• Type – If agents are assigned to
only work a specific task type they can show
results for only that task type
• Sort dates can be by booked or
travel dates to prioritize which tasks are
worked first.
• Cobrand – Single, multiple or all
cobrands can displayed.
• Agency – If there are multiple
agencies, single, multiple or all agencies can
be selected
• Agents – This will only display a list
of agent’s names if a single agency is
chosen. Single, multiple or any (which will
display all) can be selected
• All Bookings – This is the default
• Booking No – Enter the booking
number to display all tasks associated with
the booking
• Last Name – If searching for a task
for a specific customer this option can be
used
• Air RECLOC – If searching for a
task that has a corresponding air booking in
a GDS
• Processed?
o No – Tasks that have not been completed
o Yes – Tasks that have been completed
o Both – All tasks
• Results per page – The default is 10 but can be changed to 25, 50, 100 or 200
The filtered results will be displayed and the tasks can be worked from the results. A booking may appear
more than once on the report if there are multiple tasks requests for different components on the booking.
Results can be downloaded to excel.
The results consist of the following columns:
• Booking – Provides a link to the actual booking
• Booking Date – Date the booking was completed
• Task Type – Based on the Task Type created in the database
• Segment – If a segment was selected when the task was added it will show here as room, car, activity
etc. If no segment was chosen it will show PNR.
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Task Comments – Displays the comments added by the agent and any additional comments added as
the task was completed, such as questions between the requesting agent and the agent working the
task.
Lead Traveler – Lead traveler from the booking
Departure Date – Date of the first component on the booking
Return Date – End date of the last component on the booking
Entered by – The agent that entered the task
Entered date – The date and time the task was entered
Processed- If the task has been completed a Y will be present and is automatically entered when the
agent clicks on the Update button.
Processing Agent - Agent that completed the task. This will be automatically entered when the agent
clicks on the Update button.
Mark Processed - When an agent has completed the task they should click on the Update
button. Once processed the Update button will appear shaded.
History – Clicking on this button will show the history of modifications or comments added to this task.
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Modify – Clicking on this button will allow additional comments to be added to the task.
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Agent Task Tracker
Agents can monitor and track tasks they have added to a booking through the Agent Task Tracker. The Agent
Task Tracker is located within the Agent Tools tab within the Tools box.
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Agents Tools Training Guide
Task Manager
The Agent Task Tracker has the same filters as the Task Queue report, so agents can sort their task.
The results are also similar.
The agent can view comments added to the task or by clicking on modify can add additional comments or
answer questions from the agent working the task.
Booking Confirmation
Tasks comments can also be viewed from the booking confirmation.
• Access the booking
• Click on Booking
• Click on tasks
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Comments will be displayed
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Agents Tools Training Guide
Task Manager
The Task Manager can be setup under Admin Permissions.
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