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terugbel-taakbeheer

Status: implemented as part of callback-management. Read that capability for what the app actually does with a terugbelverzoek; this page describes the KCC workflow around it.

Overview​

Terugbel- en taakbeheer (callback and task management) enables KCC agents to create callback requests (terugbelverzoeken) and follow-up tasks when a citizen question cannot be resolved immediately. Tasks are assigned to backoffice colleagues with priority and deadline, tracked through completion, an

Where this lives​

The callback record, its overdue sweep and its escalation are callback-management. See openspec/specs/callback-management/spec.md.

Specification​

Full specification: openspec/specs/terugbel-taakbeheer/spec.md

  • Spec: openspec/changes/terugbel-taakbeheer/specs/terugbel-taakbeheer/spec.md
  • Design: openspec/changes/terugbel-taakbeheer/design.md
  • Tasks: openspec/changes/terugbel-taakbeheer/tasks.md