Spotter Scenario: Monitor Call Transfers per Team Member

Use the "Monitor call transfers per team member" Spotter Scenario to send notifications when a team member transfers too many calls within a certain time frame. You can add other conditions the team member 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:

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 Monitor call transfers per team member 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 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 a team member can transfer in the selected time duration before the Then action is triggered.
3. Press Enter on your keyboard or click the checkmark .
4. Click time duration in the If condition.
5. Enter the number of days/hours to use for the condition. When there are more than the set number of transfers during this time frame, the Then action is triggered.
6. Press Enter on your keyboard or click the checkmark .

(Optional) Click + Add a team member based condition to add a condition that must also be met to trigger the Then action:

Role

Location

Group

Queue

Custom field value

7. Set the Then action that will occur when the If conditions are 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 relevant team member: The team member that transferred the calls receives a notification.
    - The relevant team member's manager: The transferring team member's manager 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), manager, 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:

Set or clear custom field

9. Click Save & Activate.

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Spotter Scenario: Monitor Call Transfers per Team Member

To activate this Scenario:

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