Jump to content

Call Escalations

Recommended Posts

Is there an easy way of putting in an alert(not sure if that is the right word) to set up a way that if the Priority gets changed then it starts a section on the BPM.

EG if a Priority 1 is logged at call logging then an additional email goes to a manager and gets added to a board. If it gets changed at a later state then nothing currently happens, it would be nice if it then emailed and got added to board.

Link to comment
Share on other sites

Hi Kelvin,

If a priority is changed automatically through the Service Level escalations, you can at the same time include notifications and adding to boards.

The manual changing of a priority doesn't currently trigger any events to allow for a notification or other action to be applied. You may have noticed that the name of the icon where the priority is manually changed is labelled "Escalate" on the tool tip when you hover over it. The reason for this is that we plan on extending this area to include more options to support the manual escalation of requests by including options for both hierarchical and functional escalations. Possibly this is what you are looking for?

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Create New...