Automated notifications
Automated notifications can be scheduled to run when specific events are triggered. You can enable automated notifications and configure the subject and body of each.
- SLA Alerts: Service level agreement notifications are sent to recipients when a case's SLA due date is at risk or missed.
- Reminders: Reminders notifications are sent to recipients when a reminder date is met in accordance with the configured 'days prior to' setting.
- Survey Reminders: Survey Reminders notifications are sent when the employee has not completed a survey within the configured survey offering time-frame.
SLA Alerts
- At Risk: When an agent is specified in the Assigned To field and a case is at risk, then an At-Risk notification is sent to the agent. When an agent is not specified, then the notification is sent to the service managers of the assigned service group.
- Missed: When a case is missed, a notification is sent to the service managers of the assigned service group.
Reminders
The Reminders feature identifies active, open cases for which a reminder has been scheduled. It then sends reminder notifications to the assigned agent when required by the notification settings. For example, if a reminder has been set to be sent three days prior to the SLA date, then the assigned agent is sent a notification for each case for which the reminder has been set to 72 hours. If no agent resets the reminder for the cases, then the notifications are resent the following day.
Survey Reminders
The Survey Reminders feature identifies active, open cases for which the employee has been offered a survey but has not completed it. It then sends reminder notifications to the assigned agent when required by the notification settings.