Spotter Scenario: Detect Calls That Are Taking Too Long

Use the "Detect calls that are taking too long" Spotter Scenario to trigger custom actions when calls go over a set time duration.

Note:

When snoozing tickets, time-related triggers in Spotter do not count the duration in which tickets are snoozed.

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:

Click the Spotter icon in the side panel on the left.
Click the Pre-Made Scenarios tab at the bottom to expand it.
Select the Detect calls that are taking too long Scenario.
Tip: Click the Call Center filter to quickly find this Scenario.

(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.
Set the call duration that, when reached, will trigger the Then action(s):
1. Click time duration in the If condition.
2. Enter the time duration and click the checkmark .

Note:

The counter starts over after the time duration has passed. For example, if the duration is set to 20 minutes, the notification(s) will send again after 40 minutes, 60 minutes, and so on.

(Optional) Click + Add a call based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary:

Language

Labels

Location

Queue

Country

Ticket company

Custom field value

7. Set the Then action(s) that will occur when the If condition is met:

Send notification

Send email, in-app, or Slack notifications to team members:

Click Notification next to Send.
Select a notification type:
- Email: Send an email notification to the relevant team member(s) and/or group(s):
  1. Click Recipient next to To.
  2. Choose who you'd like to receive the notification:
    - The team member(s) on the call: Every team member that is currently on the call.
    - Manager(s) of the team member(s) on the call: The manager(s) set in the Team Member Overview of the team member(s) on the call.
    - All team members assigned to the call's queue: Every team member assigned to the queue receives a notification.
    - Team members: Select the team member(s) that will receive the notification.
    - Groups: Select the group(s) that will receive the notification.
  3. Click the checkmark at the bottom of the list.
- In-app notification: Send a notification to the Notifications feed of the relevant team member(s) and/or group(s):
  1. Click Recipient next to To.
  2. Select the team member(s) or group(s) that will receive the notification.
  3. Click the checkmark at the bottom of the list.
  4. (Optional) Click Send as an urgent notification to make the notification urgent. Note: Team members must click urgent notifications to remove them from their screen in the Wix Answers app.
    Tip: Click Preview next to the toggle to preview the notification.
- Slack Notification: Send a notification to your relevant Slack channel(s) or in a direct message to someone in Slack:
  Note: To use this feature, create an email address in Slack for the relevant channel or direct message.
  1. Click Slack mailboxes next to To.
  2. Enter the email address of the Slack channel or direct message and press Enter on your keyboard.
  3. Repeat the above step to add more Slack email addresses.
(Optional) Add another type of notification:
1. Click + Add Action below the notification you just set.
2. Select Send notification.
3. Repeat steps 1-2 above.

8. (Optional) Click + Add Action and select another Then action that will occur:

Add internal note

Set ticket labels

Set or clear custom field

9. Click Save & Activate.

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Spotter Scenario: Detect Calls That Are Taking Too Long

To activate this Scenario:

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