Task Workflows

Task workflows give a support desk’s agents one queue for trip work. Each task has a type, a priority, and a due date, so agents work on the most urgent task first and managers can see which tasks are about to miss their due time.

Turn On Enhanced Workflows

Task types, SLAs, priorities, and due dates apply only to support desks with Enhanced agent servicing workflows turned on. Desks without it keep working as they do today: new tasks get no priority or due date, and they don’t appear in the Workload queue.

To turn it on, go to Settings > Support Desks, open the desk, and turn on Enhanced agent servicing workflows on the General tab.

Turning the setting off keeps existing tasks. They stay available from their trips.

Task Types

Open the desk and select the Task types tab to see every task type for the desk.

System task types are opened by Juno when something happens on a trip, such as a schedule change, flight disruption, or guest request. You can rename them and set their SLA and default priority, but you can’t retire them.
Custom task types are ones your team creates for its own work. You can also set Juno to create them automatically when a matching trip activity happens.

Agents choose from these types when they create a task manually. The Other system type isn’t offered there.

Task Types for Scout Handoffs

When a traveler asks Scout to reach the travel desk by phone, or approves an email Scout drafted, Scout picks the task type from what the traveler asked for:

The traveler wants to…	Task type
Book new travel or add to their trip	Book or add travel
Change a booking they chose to change	Change a booking
Cancel a booking	Cancel a booking
Fix something wrong with an existing booking or ticket	Fix a booking or ticketing problem
Get help after the airline cancelled, delayed, diverted, or overbooked a flight	Flight disruption

When the request is unclear, the task opens as Guest request. Scout doesn’t ask extra questions or delay a handoff just to choose a type.

The chosen type’s SLA and default priority apply to the new task when the desk has Enhanced workflows turned on. If an email adds to a travel task that’s already open, the task keeps its original type. When a guest uses the one-click Talk to a travel agent button, the task still opens as VIP support.

Create or Edit a Task Type

Open the Task Type

Click Create task type, or click Manage next to an existing type.

Name the Type

Enter a Task type name. Renaming a type updates the name on its tasks right away. Work history keeps the name that was used at the time.

Set the SLA and Default Priority

Enter the SLA (hours): how many hours after a task opens it becomes due. Leave it blank to use the default due times below.

Choose a Default priority for new tasks of this type: Urgent, High, Normal, or Low.

Add Instructions and Automatic Creation (Custom Types)

For custom types, enter Task instructions for agents. To have Juno open this task type for you, turn on Automatic creation and select the trip activities that should create it.

Save

Click Save changes.

SLA and priority changes apply only to tasks that open afterward. Tasks that are already open keep their due date and priority.

Default Due Times

When a task type has no SLA, the task’s due time depends on how soon the trip starts:

Trip timing when the task opens	Due after
Trip in progress	4 hours
Trip starts within 3 days	24 hours
Trip starts within 7 days	48 hours
Later trips, or trips without dates	120 hours

Working the Workload Queue

Select Workload in the navigation and switch to Tasks to see open tasks for your desks. Tasks are ordered by priority and then by due date, so the most urgent work is at the top. My queue uses the same order for each agent’s assigned tasks.

The Due column shows how much time is left, in hours, or in minutes during the last hour. Hover over it to see the exact due time and whether it came from the task type’s SLA or a default due time.
A task is At risk once three quarters of the time until its due date has passed, and Overdue once the due date passes. Both are highlighted in color.
Urgent and high-priority tasks have a colored bar on the left edge of the row.
Use the At risk & overdue view, or the Due date filter, to focus on tasks that need attention now.

The SLA at risk and Breached today cards at the top of the page show how many open tasks are at risk and how many became overdue today.

Tasks that opened before a desk turned on Enhanced workflows have no due date and show a dash in the Due column.

Automatic Assignment

With Automatic assignment turned on, Juno routes each new task on the desk using the desk’s routing policy, or Juno’s default routing until the desk publishes one. The policy can set the task’s priority and choose an owner from the agents who can take it now. Turn it on in Settings > Support Desks on the desk; it requires Enhanced agent servicing workflows and Enable task assignment.

Desk managers write and publish the desk’s routing policy themselves. See Write a Routing Policy.

Juno’s Default Routing

Until the desk publishes a policy, Juno routes new tasks with its default routing:

The coordinator’s preferred agents, in their ranked order. See Preferred Agents by Coordinator.
Otherwise, the desk’s agents take turns: agents working now come first, then whoever was assigned automatically least recently.
If nobody can take the task, it stays unassigned for someone to assign.

Agents with 15 or more open tasks are skipped, and tasks keep their task type’s default priority. While the default is in use, a note under Automatic assignment on the Task assignment tab says so and links to the routing policy editor. Publishing a policy replaces the default for new tasks.

How Routing Works

Only new tasks are routed automatically. Publishing a new policy, going back to an earlier one, or rolling back to Juno’s default affects tasks that open afterward. Tasks that are already open keep their owner and priority unless a manager re-routes them. See Re-route Existing Tasks.
New tasks that already have an owner keep it. The policy can still set their priority.
Agents who can’t take a task are skipped: agents who are out of office, and agents with no working hours before the task is due. When the task has no due time or is already overdue, an agent must be working now to take it.
Agents working now come first when a policy picks from a team or the whole desk, unless the policy orders them another way. Any other ordering, such as fewer open tasks, applies only when the policy asks for it.

See Why a Task Was Routed

A line under the task’s owner shows what routing did:

Auto-assigned by routing: the policy, or Juno’s default routing, chose the owner.
Priority set by routing: the policy set the priority but didn’t change the owner.
Routing couldn’t assign: nobody the policy named could take the task, so it’s left for a person to assign.

Click or hover over the line to see which rule applied, the priority it set, which agents were skipped and why, and the policy version that decided. Tasks routed by the default show Juno’s default routing instead of a version. Anyone who can see the task on the desk can see the explanation. The line goes away once someone reassigns the task by hand; the task’s work history keeps the routing entry.

Re-route Existing Tasks

Agency managers who can manage agents can send tasks that are already open back through the desk’s live routing policy, or Juno’s default routing if nothing is published, for example when an agent is out unexpectedly. Juno never does this on its own: publishing or changing a policy doesn’t re-route open tasks, and only an explicit re-route does.

To re-route work when an agent calls out:

From Workload, open Agents, select the agent, and open their availability settings.
Click Add out of office and enter the absence dates and timezone.
Leave Re-route assigned tasks checked to send their matching work through routing after saving. Include tasks that have been started is also checked by default; uncheck it to preserve started work. Review the counts and View tasks before saving.
Click Add out of office. The absence is saved first and the form closes. Separate notifications confirm the time off and report task routing. Matching tasks are processed in batches. If no eligible replacement is found, the task is left unassigned for a manager to assign manually in Workload.

If routing is interrupted, Retry re-routing in the notification continues the same request without repeating completed ownership changes. Time off remains saved even if routing fails. Routing errors and tasks needing manual assignment stay visible in the notification until dismissed. Unchecking re-routing preserves assignments and does not schedule a later redistribution. Editing or canceling time off does not re-route work or restore previous owners.

Future absences also run the requested re-route immediately. An agent who can still work before the absence may remain selected by the current routing policy; there is no additional re-route when the absence starts.

Prerequisites: the task’s desk must have Automatic assignment turned on. Tasks on other desks aren’t re-routed.
Choosing tasks: pick an agent and a time, such as when they’re back, to re-route that agent’s open tasks due before then, plus their tasks with no due time. You can also pick individual tasks. Tasks that a person assigned to the agent are included.
Started tasks: tasks that were ever started are included when Include tasks that have been started is checked. This defaults on in the out-of-office form.
Same rules as a new task: each task is routed as if it had just opened without an owner, so the current owner is just another candidate. Agents who are out of office, or who have no working hours before the task is due, are skipped.
Nobody eligible: out-of-office rerouting leaves the task unassigned and releases any active work claim, so a manager can assign it manually. Other explicit reroutes keep the current owner unless unassignment was requested.
Routing fails: the task keeps its owner and priority; the notification reports the error so a manager can review it. This is different from a successful routing evaluation finding no eligible agent.
Policy picks the current owner: the owner stays, but the policy can still change the task’s priority.
Moving a task: the task gets its new owner and priority. If it was started, the previous owner’s current work on it is released. The work history shows Auto-assigned by routing under the name of the manager who asked.

A re-route that left a task unchanged doesn’t replace the line under its owner; it keeps explaining the routing that set the owner.

Write a Routing Policy

A routing policy describes, in plain language, how the desk’s tasks are prioritized and who gets them. Juno reads the policy, shows you how it understood it, and lets you try it on tasks before anything changes.

To open it, go to Settings > Support Desks, open the desk, select the Task assignment tab, and click Write a routing policy (or Edit routing policy once the desk has one).

Start From the Starter Policy

Click Use starter policy in the editor’s toolbar for a policy organized by topic: priority, limits, who gets the task, urgent tasks, and what happens when nobody is available. It only mentions the built-in task types the desk has turned on. Edit any sentence to match how your desk works. Use the editor’s headings and bullets to keep related rules together.

Check the Policy

Click Check policy. The button stays in the header until the version is ready to publish, and comes back when you edit it. Juno compiles the text and tests it against examples it writes from your sentences. This usually takes under half a minute, and the progress panel shows each stage.

While the examples are still being tested, How Juno reads it already shows Juno’s reading of the policy, marked Not tested yet, so you can start reviewing it. You can’t publish until the check finishes. If one of your saved examples fails, Juno reads the policy again, and the final reading says when that changed it.

Ready to publish means Juno turned the policy into rules and every example you saved passes.
What the check finds appears as flags in the editor’s toolbar, which stays in view as you scroll. Hover a flag to highlight its sentence, or click it for details. When the details quote another sentence, the quote is underlined; hover it to highlight that sentence. Repeats share one flag, such as 2 ignored sentences, and a long list ends in +N more.
Red flags block publishing, and their sentences are underlined: a sentence that’s unclear or that Juno can only partly do (the reason names the part to remove to keep the rest), a name that doesn’t match an agent, team, or task type on the desk (click the suggested name to fix it), a step that never runs because it comes after a step that already picks from everyone on the desk (move it above that line), or an example you saved that fails.
Checking failed means Juno couldn’t read the policy this time. Your text doesn’t need to change: click Check again. If your text also has something to fix, only that shows.
Juno tries the steps under Who gets the task in the order you write them. Checking text that was already ready gives the same result, unless the desk’s agents, teams or task types changed, one of your saved examples now fails, or you now use Juno in a different language.
Juno writes its reasons for flagged sentences in the language you use Juno in, whatever language the policy is written in.
Amber flags don’t block publishing. They appear alongside any red flags, so you can fix everything in one pass:
- Ignored sentence: Juno can’t do any of what the sentence asks, so it leaves it out of the rules. Publish lists these sentences too.
- Juno couldn’t write examples: Juno couldn’t write its own examples for this policy. If the desk has saved examples, only those were tested.
- Juno wrote few examples: Juno could write only a few of its own examples, so the rules were tested against fewer cases than usual. Save the cases that matter from Try a task so they’re checked every time.
Examples shows your saved examples and the examples Juno wrote from your sentences. Juno writes new ones when the policy or the desk changes. A disagreement doesn’t block publishing or change the rules, since Juno’s example may be the one that’s wrong; the tab shows how many disagree, and Publish lists them. If a result matters, add it as one of your examples from Try a task so it’s checked every time.
After you edit the policy or save an example, Juno’s examples stay, dimmed, with a note naming the version they were tested on. Check the policy again to test them against your changes.
While a version has red flags, How Juno reads it, Try a task and Replay recent tasks say so: their results can change once you fix the flags.
How Juno reads it shows the compiled rules in plain language: priority rules from top to bottom (the first match wins), then who Juno skips at every step, then the numbered steps that pick who gets the task.
How Juno reads it flags gaps that don’t block publishing on the part they concern, such as No catch-all step on a last step that doesn’t include everyone on the desk. The tab shows how many there are; click a flag for details.

Try a Task

On Try a task, describe a task — its type, how many days until travel, the trip owner, the coordinator — and click Try it to see the priority and agent the policy would choose, and which step chose them. It also shows what the live version, or Juno’s default routing if nothing is published yet, would do with the same task. Click Save as example to keep the result. Saved examples are checked again every time the policy changes, and a failing example blocks publishing, so you’ll know if a later edit changes something you rely on.

Replay Recent Tasks

On Replay recent tasks, Juno re-runs the desk’s tasks from the last 3 or 7 days through both the live policy (Juno’s default routing if nothing is published yet) and your draft. It shows how many tasks the draft handles differently and how many it would leave unassigned, with a list of each. Replay is a preview only: no task is moved. It uses each task’s recorded workload when available (otherwise current load) with today’s agents and shift schedules; time off agents had when those tasks opened isn’t included.

Publish

Click Publish. Juno summarizes the changes from the live version, or from Juno’s default routing for a desk’s first policy. If you’re removing rules, confirm that they should stop applying. Add an optional note for the version history, then publish. New tasks use the new version right away; open tasks keep their owner and priority.

Publishing also discards every older version of the policy that was never published, including ones other managers checked. Publish lists these versions before you confirm. They leave the version history and can’t be published later. Versions that were published before stay available to roll back to, and drafts newer than the one you publish are kept.

Roll Back or Republish a Version

Right after publishing, click Roll back to v… in the confirmation to restore the previous version, or Roll back to Juno’s default after the desk’s first publish. Any time later, open the More actions menu (⋯) in the editor’s header and choose Version history to see every published version, any drafts that haven’t been discarded, and every publish and rollback, with who did it and when. From there, you can make any ready version live again: older versions show Roll back to v… and newer ones show Publish v…. Click Roll back to Juno’s default on the Juno’s default routing entry to return the desk to the default. Existing tasks keep their owner.

To stop routing entirely, turn off Automatic assignment on the desk. With it off, new tasks aren’t routed by a published policy or by Juno’s default, and the Routing policy card on the Task assignment tab shows the published version as Published rather than Live.

If an agent, team, or task type the live policy names is removed from the desk, the desk shows a warning and routing skips the parts of the policy that use it. Update the policy and publish it again to fix it.

Preferred Agents by Coordinator

Desk managers can rank the agents each coordinator prefers, so the desk’s routing policies can send a coordinator’s tasks to the agents who know their travelers. Only managers set these lists. Coordinators can’t edit them.

To set up preferred agents, the desk must already be saved with Enhanced agent servicing workflows and Enable task assignment turned on.

Open the Task Assignment Tab

Go to Settings > Support Desks, open the desk, and select the Task assignment tab.

Choose a Coordinator

Under Preferred agents by coordinator, click Add coordinator and search for a coordinator from an organization the desk serves. To change an existing list, click Edit next to the coordinator.

Rank the Agents

Use Add agent to add up to 10 agents from this desk. Put the preferred agent first and the backups after. To reorder, drag an agent by the handle on the left of its row.

Save

Click Save preferred agents. The coordinator’s row on the tab shows their top three agents in order. If there are more, hover +N more to see the rest.

Agents who can’t take a task when it’s routed, for example because they’re off shift or out of office, are skipped, not removed from the list. Juno’s default routing always tries them first. A published routing policy uses them only when it says so.

If someone else changed the list while you were editing, Juno doesn’t save your changes. Close the editor and reopen it to review the latest list.

Trip Owners

Each trip can have a trip owner: the agent who owns the trip as a whole, beyond any single task. Routing policies can use the trip owner to keep a trip’s work with one agent.

The Trip owner card on the servicing trip page shows the current owner. It isn’t shown when task assignment is off for the trip’s desk.

Set automatically once. When a trip has no owner, the agent who is next assigned one of its tasks, or who starts one, becomes the trip owner. Reassigning a task later doesn’t change the trip owner.
Trips from before trip owners. These have no owner until one of their tasks is next assigned or started, or until someone sets an owner by hand.
Change it by hand. Click Claim to become the owner yourself, or Choose (or Change) to pick another agent on the trip’s desk, then click Save.

You can’t change the owner of an archived trip, or on a desk with task assignment turned off. If someone else changed the owner since you opened the trip, review the latest owner and try again.