NEW: CX Agent Tasks

September 1, 2026

Never lose track of a follow-up again

Contact centre agents juggle more than conversations. Between callbacks, escalations and case follow-ups, keeping track of what needs doing next can quietly eat into the time agents can spend with customers.

That’s where Cytrack’s task management comes in…

One engine, built for the whole team

CX Agent Tasks is a single, unified task engine built into CyCX that gives agents and supervisors a simple way to track work, whether or not it’s attached to a customer case.

Created in context, from any channel

Tasks can be raised in a single click, straight from a live call, web chat, SMS or WhatsApp conversation. The source and context come with it automatically, so whoever picks up the task can see exactly why it was created and where it came from.

Tasks without full case management

Not every follow-up needs a full case. A task can be attached directly to a CRM contact or account, such as “call Sarah back about her renewal”, without ever opening one. For customers using Case Management, the same task automatically becomes a case sub-task, with no separate setup and no data migration required.

Callbacks that don’t get lost

Callbacks are a good example of how this changes day-to-day work. Instead of a promise to ring someone back getting lost in the shuffle, it becomes a task that returns straight to the agent’s queue.

Nothing gets missed

Every task tracks how long it’s been open and flags automatically when it’s overdue, while a dedicated “Waiting on Third Party” status keeps anything blocked on an external party out of the overdue count. That means the overdue list shows only what the agent actually controls.

Visibility for everyone

Agents get My Tasks and Team Tasks views, so individuals know what’s on their plate and supervisors can see the whole team’s workload without having to ask.

One engine, every view.

The same system powers standalone tasks, tasks linked to a CRM record, case sub-tasks and tasks created from a live interaction, giving your team a single, organised way to make sure nothing gets missed.