gwynne Posted March 15, 2016 Share Posted March 15, 2016 Hello, Is there a way of sending an email to the agent owner of a call when it breaches the SLA set for a priority level Thanks Link to comment Share on other sites More sharing options...
Victor Posted March 16, 2016 Share Posted March 16, 2016 This can be done by configuring escalations or priorities. Go to Services -> Service Levels -> Response or Fix (depending what you need) then click on the + button to add a new escalation. Here you can set an email notification to the owner when the SLA/Priority is breached. Link to comment Share on other sites More sharing options...
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