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Creating a To-Do Template
Creating a To-Do Template
Matt avatar
Written by Matt
Updated over 2 months ago

Overview

To-Do Templates are a great way to help organize and structure how your Team Leads are creating action items or are conducting ad-hoc coaching for their agents.

Through To-Do Templates, you can help create specific forms for particular workflows your team runs such as:

  1. Flagging poor behavior to correct

  2. Assigning knowledge articles or internal training material to help bolster product understand

  3. Setting up reminders for agents to do administrative tasks such as submit PTO

Creating a To-Do Template

Where can I create a To-Do Templates?

As a MaestroQA Admin, go to the Settings page and click on Todo Templates.

Then on the Todo Template Settings page click on Create New Templates. This will bring up a the To-Do Template form.

How do I create a Template?

In the Template form, you can modify:

  1. Template Name

    1. This is a required field and we recommend to make a unique name that communicates the purpose of the To-Do simply.
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  2. Creator Notes: This is where you can add in instructions or provide structure for how a To-Do should be filled out.
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  3. Required Fields: Adjust what fields should be required to be done prior to a To-Do being marked as Complete or Created. Options include:

    1. Due Date: The creator must set a Due Date before creating the To-Do.

    2. Recipient Notes: The Recipient must leave feedback before marking a To-Do as complete.
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  4. Required to Mark Complete: This dictates what roles are required to mark a To-Do complete.

    1. By default, Recipients will always be required to mark a session as complete for the To-Do to be considered complete.
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  5. Send Notifications To: Determine who will receive an Email or Slack notification when certain flows of a To-Do are complete.

    1. By default both the Creator and the Recipient will be selected to receive notifications.
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  6. Send Notifications via: Choose between Email or Slack (if integrated) as communication channels.
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  7. Default Due Date: Set how many days from the To-Do creation date should the To-Do be completed by.

    1. Example: If set to 5 days, if a To-Do is created on 10/1, then it will be due on 10/6.
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  8. Coaching: Automatically add the To-Do to the most recently created Coaching Session for the agent.

    1. To-Dos that are part of a Coaching Session not shared with an agent will be not be accessible to the agent until after the session is shared.
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  9. Share with User Group: Choose what users should have access to create a To-Do using the template created.

    1. Agents by default will always be able to use the From Scratch To-Do template.

Managing To-Do Templates

To-Dos are still editable after creation. To do this, simply click on Edit in the row of the To-Do you wish to edit.

Important notes:

  • Disabling or deleting a Template will not affect previously created To-Dos using that Template.

  • Edits made to a To-Do Template will only apply to To-Dos created after the changes.

  • If you notice different behaviors for the same To-Do Template, check the timestamp of when each To-Do was originally created.

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