Spotter Scenario: Tag Incomplete Calls

Use the "Tag Incomplete calls" Spotter Scenario to trigger custom actions when Incomplete calls have specific end results.

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 Tag Incomplete calls 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 specific Incomplete call result that will trigger the Then action(s):
1. Click call result in the If condition.
2. Select the relevant call result:
  - No Answer: The caller didn't answer an outbound callback attempt.
  - Abandoned: The caller hung up within the first 10 seconds of speaking with an agent or before connecting with them.
  - Failed: The call failed due to a technical error with dialing outbound.
  - Caller left while in Queue: The caller hung up while waiting in the queue.
  - Caller left while in IVR: The caller hung up from an IVR flow.

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

Language

Country

Ticket company

Queue

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 was 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.
    - 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.