How to Configure To Do Category

Module: Admin App

The To Do Category section in the VoiceStack Admin App allows administrators to create categories that can be used when assigning tasks to agents. These categories help in organising and classifying tasks efficiently. Once categories are created under the To Do category in the Admin App, they become available while creating new tasks in the To Do section of the Agent app.

Topics Covered

• Accessing the Feature
• Create a To Do Category
• Update a To Do Category
• Remove a To Do Category

Accessing the Feature

To access the To Do Category from the Admin App:

1. Navigate to Configuration > General Settings > To Do Category.

• The To Do Category screen is displayed. 
• You can view all the existing To Do Categories on this screen. 
• You can narrow down the search using the filter criteria. 

Create a To Do Category

To create a new To Do category:

1. Click Create Category. 

• The Category screen is displayed.

2. Specify the Category Name.

3. Click Create.

Update a To Do Category

To update an existing category:

1. Click Configure next to the created category.


2. Make changes to the category name. 

3. Click Update to finalise the edit.
 

Remove a To Do Category

To delete a category:

1. Locate the category to delete. Click Delete. 

2. On the pop-up screen, click Delete to confirm the deletion. 

Use Cases

1. Organise Task Types for Agents
   • Create categories like “Follow-Up Calls,” “Document Collection,” or “Appointment Reminders” to quickly tag and sort tasks.
2. Track Department-Wise Workflows
   • Use categories like “Billing,” “Front Desk,” “Medical Assistant,” or “Insurance” to assign and track tasks per team or role.
3. Support Workflow Automation
   • Align categories with automated task creation logic (e.g., after a missed call or incomplete form submission).
4. Enable Performance Reporting
   • Analyse how much time or volume is spent on each task type by filtering based on the To Do Category.
5. Prioritise Patient-Centric Tasks
   • Categories like “Urgent Patient Request” or “Medication Refill” help highlight critical actions for faster turnaround.

Tips

• Use Clear, Action-Oriented Names
  Instead of vague terms like "General," opt for descriptive ones like "Lab Result Callbacks" or "Post-Surgery Check-ins."
• Limit the Number of Categories
  Avoid overwhelming your agents—keep the list short, focused, and relevant to current workflows.
• Group by Workflow or Role
  Consider using prefixes (e.g., “Billing – Claims,” “Billing – Payment Issues”) for clarity and consistency.
• Review Periodically
  Inactive or redundant categories can clutter the agent app. Audit every quarter and clean up old ones.

Benefits

• Improved Task Clarity and Accountability
  Agents can immediately understand the nature and urgency of a task based on its category.
• Better Task Management
  Tasks can be filtered, sorted, and distributed based on category, reducing confusion and increasing efficiency.
• Customisable to Business Needs
  Practices can tailor categories to match their internal departments, workflows, and compliance requirements.
• Supports KPIs and Reporting
  Helps measure productivity and workload distribution by tracking how many tasks fall under each category.

Best Practices

• Align with SOPs (Standard Operating Procedures)
  Make sure each category ties back to a documented workflow to ensure consistent execution.
• Restrict Edit/Delete Access
  Limit configuration access to admins or team leads to maintain consistency.
• Train New Staff on Category Use
  Include category selection in onboarding to ensure all tasks are properly categorised from day one.
• Use Category as Trigger for Priority Filters
  Combine category logic with task urgency to build dashboards for "High Priority" items.

Examples

1. Example – Front Desk Use

Category: Appointment Follow-Up
Use: Used by front-desk staff to call patients who missed their appointments or need to confirm upcoming ones.

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2. Example – Insurance

Category: Insurance Verification
Use: Tasks for verifying insurance details before patient visits. Assigned to the billing team.

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3. Example – Patient Support

Category: Medication Query
Use: Used when a patient calls with questions about prescriptions—routed to medical assistants.

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4. Example – Missed Call Handling

Category: Missed Call – Callback Required
Use: Automatically created tasks for agents to return missed calls from high-priority leads.

Support

Need further help? Contact [e-mail] or call [phone].