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To illustrate further, this message:
would look like this:
7. After setting up the medium or channel where you want to send the alerts to and customizing your alert message, click the Next button again.
8. This will open the final module that you need to configure - the Escalation module. This is where you can set your escalation cycle, escalation threshold, escalation steps, and escalation alert messages.
9. The Time Frame is when the count of alerts and escalations would reset. For example, setting a Time Frame of "Week" would reset the accumulated count of alerts and escalations to zero every Monday.
10. The Define Escalation Steps is where you're going to set when to alert the user and the manager that the bot alert count has reached a threshold and the user and time entries need review. For each escalation, you can set the following:
- Escalation Threshold - this is the number of times the bot is triggered before it escalates. For example, setting an Escalation Threshold of 3 means that the manager and/or user will be alerted that they have met the threshold ON the 3rd time the bot was triggered.
- Escalation Step - this is where you add the "levels" of escalation
- Message - this is the alert message that would be sent to either the user or manager when they meet the escalation threshold. The editor and tokens work the same as the bot alert message.
Note(s):
- The escalation to a manager and manager's manager will only work if both of them are on the Microsoft Azure Active Directory account.
- There are tokens that are specific only to the escalation alert
- BOT_NAME - the name of the bot that triggered the alert
- ESCALATION_TIME - the number of times the bot has already been triggered
- MANAGER_NAME - the name of the user's manager
- USER_NAME - the name of the user that triggered the bot
- MANAGER_UP_NAME - the name of the manager's manager
11. After setting up the Escalation Steps, click Finish on the Escalation module and click Save on the Bot Design page.
- Escalation Step - this is where you add the "levels" of escalation
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BEST PRACTICES
- Don't turn on the alert yet after configuring your bot, simply enable Trigger. This will allow you to review the messages and data first before rolling it out to your team.
- Let your team know that you are enabling the bot and do a short 15 minutes coaching to let them know what the bot is about and how it will help your company accurately measure their profitability.
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DATA SOURCES
Source Widget: Bot - CW Attached Agreement Prompter
The CW Late Time Entry Alert Bot 3.0 uses the following data from ConnectWise Manage:
- Tickets
- Time Entries
- Users
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