Hi Pete, hope you are doing good!
I designed a customization/handler with a similar logic awhile back (ICBM initiates an alert and customization sends an email only to the IC user that triggered the alert).
I have an ICBM Alert configured with the following "Alert action" pointing to the customization handler:
Then, the customization (see handler attached) retrieves username of the IC user that triggered the alert (step 1 and 2), get users email address and display name (step 8 and 7), and then sends an email to the user (steps 6, 5, 4); maybe you can add a supervisors
distribution email to the step number 4, in a CC field to copy supervisors
Hope this helps.
This work is my own and is in no way associated/attributed to any current or former employer. I do advise testing any of the provided handler/logic in a DEV or non-PROD environment first before running it in a PROD environment.
Sent: 11-06-2021 11:16
From: Peter Schroeder
Subject: "Time in Status" Alerts
One shortcoming of the "Time in Status" alerts is that the alert goes to an entire workgroup, not just the agent that who has exceeded the configured duration of the status being alerted on.
Has anyone built a customization so a "Time in Status" alert only goes to the offending agent, and a supervisor, or WG of supervisors?
IF so, would love to discuss!
Interaction Systems Manager
American Customer Care, Inc