Page History

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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.

4. Once done setting up your filters, click the next button to customize the bot alert message.

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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.

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• 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.

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• 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.

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- MANAGER_UP_NAME - the name of the manager's manager

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11. After setting up the Escalation Steps, click Finish on the Escalation module and click Save on the Bot Design page.Image Removed

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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 Before turning on the bots, discuss the impact with your team. This will ensure that full cooperation takes place upon rollout. In the meantime, enable trigger instead to allow you to get familiar with 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-minute coaching to let them know what the bot is about and how it will help your company accurately measure the time deliverablesit presents. Once the session has been completed, proceed with turning on the bots.
• Consider excluding Senior or Level 3 Technicians / Engineers on from the bot alerts as they are expected to work on more difficult tasks that take longer to resolve.
  

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DATA SOURCES

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