machtask.Forms, steps and handoffs for repeatable workYour consolesign in →

case file CF-01 — contact centres

Every escalation survives the handoff.

Contact centres run on handoffs — the call ends, the work begins. machtask turns "I'll pass that on" into a tracked request with an owner, a deadline and a guided path to done.

fig. 1 — where it breaks todaythe problem
  • escalations pasted into a shared inbox
  • wrap-up notes in free text
  • every agent does it differently
  • "what happened after I transferred it?"
  • QA finds out weeks later

With machtask, the agent raises a structured request before the call ends. The back office claims it, works a guided checklist, and the agent can answer the customer without chasing the back office.

fig. 2 — the workflow, as drawn

Logagent raises it mid-call · guided form
handoff — visible to both sides
Triageback office claims · priority set
deadline clock running
Resolveguided checklist · refunds need sign-off
history recorded
ClosedPROCESS v12
fig. 3 — the work, up closerequesters are unlimited and free

The agent fills this in before the call ends — every field the back office needs, nothing they have to chase.

  • Caller reference *textlinks the CRM record
  • Issue type *pick listroutes it to the right team
  • Callback bydatedrives the deadline
  • Refund amountmoneythe sign-off stage checks it against policy
  • Supervisor approvalapproval stagesign-off before the refund is applied
Resolve2 of 4 steps
Identity re-verified
Entitlement checked against the account the caller reference is on the request
Fix applied and confirmed
Customer called back before the deadline the agent promised
Complete Resolve → hand off to Closed

the Complete button only exists once every step is ticked

fig. 4 — what machtask handlesconfigured for this process

  • Capture work that never came through a call

    Quick Log

    Walk-ups, the callback list, work from channels machtask never sees — a worker logs it in seconds and it counts in the same tracking and reporting. They see their own numbers, too: "14 logged today."

  • See workload and approaching deadlines

    Watch Tower

    The supervisor's board: who is loaded, what is unclaimed, what breaches in the next 24 hours — and reassign from the same screen when the queue tilts.

  • Work moves itself between teams

    Automated handoff

    Resolve done means Closed started — the request lands in the next team's queue on its own; nobody forwards anything.

  • Breaches raise their own alarm

    Deadline alerts

    Every escalation carries a deadline clock; a breach raises an email alert automatically, before the customer calls back.

fig. 5 — what improvesfor the team running the work

  • Nothing dies after transfer

    Every escalation has an owner and a deadline the moment the call ends.

  • Supervisors see the queue

    Who has what, what is late, where the bottleneck is — without asking anyone.

  • QA reads the whole story

    Every step, tick and timestamp on the record, per request.

Configure the stages, form fields and deadlines for your own escalation process. No contact-centre template is imposed.

Run one real process in machtask.

Start with the process your team currently runs through an inbox, spreadsheet or SOP. The three-month pilot is free.

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