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- For Stakeholders: There is an assurance that nothing is missed out and all tickets that are scheduled to be worked on are going to will be catered by the assigned technician in a given time-frame.
- For Managers and Supervisors: This will save them the time to check with the technicians if they are aware that a ticket was assigned to them and they will be working on it within the schedule set. This has a positive impact towards the utilization rate of their technicians.
- For Agents and Technicians: This bot will send out helpful reminders so that they are alerted if they miss to acknowledge scheduled tickets that they need to work on which will improve their chargeability and value to the company.
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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.
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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.
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The CW Scheduled Ticket Acknowledgement Alert 3.0 uses the following data from ConnectWise Manage:
- Tickets
- Schedule
- Users
- What is this Bot about?
- Related Integration
- Why should you care?
- Requirements
- Configuration
- Best Practices
- Data Sources
| Anchor | ||||
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8. This will open the final module that you need to configure - the Escalation module.
The escalation process happens by sending an alert to the manager or designated supervisor when the technician fails to acknowledge a scheduled ticket multiple times within a defined time frame. 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.
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The CW Scheduled Ticket Acknowledgement Alert 3.0 uses the following data from ConnectWise Manage:
- Tickets
- Schedule
- Users
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EDITS:
Suggestion for #8. Would it be better to add a line describing escalation? While I do understand that this caters to MSP, maybe just a description "The escalation process happens by sending an alert to the manager or designated supervisor when (mention the trigger for escalation). This is where you can set your escalation cycle, escalation threshold, escalation steps, and escalation alert messages."
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I think there are 2 groups of KBs here with the updated content as the 2nd group. Please retain the updated one. Thanks
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