You are here: Configuring Local CRM > Configuring Case Notification > Summary of CRM Escalation Tab Options

Summary of CRM Escalation Tab Options

Table 50 summarizes the options available in the CRM page, Escalation tab. 

Table 50: Summary of CRM page, Escalation tab options

CRM, Escalation tab option Description

Enable 'Time to Close' notification

Select to enable the Virtual Contact Center to send an email notification if a case has not been closed within the time specified by the If the case is not closed in list, described in the next table row.

If the case is not closed in

Select the time interval, in hours and days, that a case must be closed.

Send an email notification to

Type the email address where the Virtual Contact Center sends the email notification that a case has not been closed within the period specified by the If the case is not closed in list

Notification Frequency

Select the frequency that the Virtual Contact Center sends email notifications about unclosed cases to the email address specified by the Send an email notification to text entry area.

Enable 'Stall Time' Notification

Select to enable the Virtual Contact Center to send an email notification if a case has not been closed within the time specified by the If there was no case activity, described in the next table row.

If there was no case activity for more than

Select the time interval, in hours and days, during which a case activity must occur.

Send an email notification to

Type the email address where the Virtual Contact Center sends the email notification that a case has had any activity within the period specified by the If there was no case activity list

Notification Frequency

Select the frequency that the Virtual Contact Center sends email notifications about cases with no activity to the email address specified by the Send an email notification to text entry area.

See Also

 


Send us your Feedback