Spotter Scenario: Call Center Workload Alert

Use the "Call Center workload alert" Spotter Scenario to send notifications when you have a certain number of calls in a specific status within a set amount of time. You can add other conditions the calls must also meet to trigger notifications. 
Roles and permissions:
To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions. 

To activate this Scenario:

  1. Click the Spotter icon  in the side panel on the left.
  2. Click the Pre-Made Scenarios tab at the bottom to expand it.
  3. Select the Call Center workload alert Scenario.
  1. (Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
  2. Set the If condition that must be met before the Then action is triggered:
    1. Click number in the If condition.
    2. Enter the maximum number of calls that can be in the selected status for the selected time period before the Then action is triggered. 
    3. Press Enter on your keyboard or click the checkmark .
    4. Click in this status in the If condition. 
    5. Select the status to use for the condition (Waiting, In progress, Completed, or Incomplete).
    6. Click time period in the If condition.
    7. Enter the number of days/hours to check for calls that are in the selected status. When there are more than the set number of calls in the selected status, within this time period, the Then action is triggered. 
    8. Press Enter on your keyboard or click the checkmark . 
  1. (Optional) Click + Add a call based condition to add a condition that must also be met to trigger the Then action: 
7.  Set the Then action that will occur when the If conditions are met:
8.  Click Save & Activate.

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