28 TOPDESK MAGAZINE - DECEMBER 2016

tips + tricks
Calls temporarily not in task list: monitored
period

Placing webpages on your home page with

the web widget

When a second line call has a target date in the distant future,

Operators can add one or multiple web widgets to their home

you might want to temporarily take it out of the task list (to

page. With this widget they can directly add websites or

do). These are calls that dont require immediate action and

YouTube videos.

dont have to be on the operators radar for now.

1. Log in as operator
Enabling functionality:

> You are now on the home page

1. Go to Settings > Module Settings > Call Management >

2. Click Add widget

Second line calls.

3. Choose Web widget

2. Tick the box Monitored under Functionality.

4. Give the widget a title and add the URL for the website or

> A Monitored checkbox now appears in the Planning box

YouTube video.

of second line calls.

5. You can also change the height of the widget. The width
is determined by the column on the home page where the

You can now use a filter to indicate in the to-do overview

widget is placed.

of second line calls that monitored calls dont need to

be showed.

This functionality offers a variety of possibilities. You can add:

- Software tutorials

Setting up the filter

- Traffic information for current traffic jams

1. Go to the to-do for second line calls.

- Overview of open calls

2. Click More > Filter.

3. Untick the checkbox Show monitored calls.

You can use the following URL to place an overview of

first-line calls:

When the target date of a monitored call approaches, its

http://server:poort/tas/secure/incident?action=showlist&arc

important for the operator to see the calls in his or her task

hived=2&status=1

list. You can set up how many days before the target date
the monitored call shows up with the monitored period.
Go to our Extranet for more information
Setting up the monitored period:

on URLs to other pages and overview

1. Go to Setting > Module Settings > Call Management >

within your TOPdesk environment.

Second line calls.

2. In the Planning block you use the field Monitored period
to fill in the number of days before the target date the
monitored call needs to appear in the task list.

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