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Configure Case Notification

Supervisors can receive an email notification if a customer case has been inactive for some time. CRM escalation rules allow you to configure case notification for cases that have been open but not updated within the specified time.

To configure case notification:

  1. From the Configuration Menu, open CRM.
  2. Go to the Escalation Rules tab.
  3. Select the Enable notification check box.
  4. Enter the number of days and hours that a case must be closed before sending an email notification to the supervisors.
  5. Enter the supervisor's email address.
  6. Select the day and time to receive the notification.
  7. Click Apply.

    The following table summarizes the options under CRM > Escalation Rules:
    Escalation Rules OptionDescription
    Enable notification (Time to Close Notification)If enabled, Virtual Contact Center sends an email notification to the supervisor if a case has not been closed within the time specified time.
    If the case is not closed inSelect the time interval, in hours and days, that a case must be closed.
    Send an email notification toEnter an email address to which Virtual Contact Center sends the email notification when a case has not been closed within the specified period.
    Notification FrequencySelect the frequency with which Virtual Contact Center sends email notifications about unclosed cases to the specified email address.
    Enable notification (Stall Time Notification)If enabled, Virtual Contact Center sends an email notification to the supervisor if a case has been stalled (no activity) for the duration time specified.
    If there was no case activity for more thanSelect the time interval, in hours and days, during which a case activity must occur.
    Send an email notification toEnter an email address to which Virtual Contact Center sends the email notification when a case has been inactive for the specified duration of time.
    Notification FrequencySelect the frequency with which Virtual Contact Center sends email notifications regarding cases that are not closed or do not have any activities.
    An email notification is sent to the supervisor.

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