Escalated notice of aging calls.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
This is the escalated alert on ID4, where calls with a particular Priority Code are greater than X number of minutes from when the call was opened. We suggest this escalated alert should have a manager's email in the From Address field.
**Be sure to check with your IT Dept first to ensure ceojuice has permissions to Send As that from address
Run Schedule: Every 30 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Priority Code (only one entry please)
Variable X: Enter the number of minutes a call should be open/pending before being considered. **The number of minutes used on ID5 should be MORE THAN the minutes set on ID4**
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Alert Functionality
Alert Functionality
1. Alert will only notify once per call.
2. The call must be in the Pending status to trigger the alert (1).
3. The total open time of the call must exceed the minutes open set in Variable X (2). This time is calculated from the entered time of the call.
4. The priority on the call must match the value set in Variable Y (3).
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Best Practices & Tips
Best Practices & Tips
Use ID4 to send the initial email alerting that the priority call is still pending, set the minutes past due on ID5 greater than the minutes on ID4, and send the email from the service manager.
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Related Alerts
Related Alerts
ID4 - Calls with Priority W > X Min
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