Direct-to-agent/manager Slack notifications
under review
P
Previous Squid
Now that slack notifications are available based on adherence/state thresholds, it would be extremely useful if there were an option to send to either the individual agent, or their manager, instead of jut a general channel. The Slack member ID's could be stored as additional fields on the People page, to be used in this process.
For example, if an agent is 10 minutes out of adherence, I'd want a notification sent to the agent directly. But at the 30 minute mark, I'd want it to go to the person's manager.
A
Above Platypus
The only option for the Agent Analysis State duration is to send notifications to a public channel. I see the option to send messages to the agents directly under the Out of Adherence duration but that is limited to Productive events and not what we need it for. A product enhancement to be able to notify agents and/or Supervisors directly for the State Duration notifications would be helpful.
M
Monica Rangel
We now support out-of-adherence Slack notifications, specifically for agents! Read more here: https://support.assembled.com/hc/en-us/articles/29550059633037-Notifications#h_01JHRC9YCV2HZ2Y6WJG60SFPR1
Luke Andrews
under review
A
Applicable Camel
Agreed that targeted messages would be more effective for any team with more than one manager/lead.