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- For Stakeholders: You will be able to see the work output of the organization and identify/address employee, asset, and equipment inefficiencies.
- For Managers and Supervisors: This will help the managers/supervisors optimize workflow and productivity in the operations and will also help identify common blockers in handling requests.
- For Agents and Technicians: This will help the agents/ technicians to be mindful of their assigned tasks, avoid breach breaches of SLAs which will affect their KPIs, and reduce the instances of escalations from requestors.
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1. Open the bot by expanding the left navigation and clicking Bots.
2. Using the search bar, search for the bot CW Idle ConnectWise Ticket In Progress Tickets Too Long 3.0. Click on the bot name to edit.
3. This should open the Trigger module, this is where you can define how many minutes after the last update will trigger the bot. Additionally, this is where you can exclude users from the alert or add additional conditions before triggering the bot. Under Schedule, you can set the timing and frequency of the bot alert.
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