Hello,
I have done numerous tests Alert with both User and Work team. User's metrics function perfectly, but I receive the re-notification in different interval from what I configured. For example, I set the re-notification interval to 180 minutes, I'm receiving them after 1, 5, and 10 minutes. To address this issue, we've decided to work with the Work team to avoid excessive re-notifications.
I have some questions regarding work team alerts. I have done several testes, and I haven't obtained the expected results.
- When do we receive the work team MAX ACW Alert? Is it triggered when any agent exceeds the rule (e.g., MAX ACW > 20 seconds)? And do we receive this alert for every agent who surpasses the rule?
For example, if 20 agents exceed the rule during the day, do we receive approximately 20 work team MAX ACW alerts? (If yes, I'm only receiving a maximum of 4 alerts).
- How does work team MAX Talk rule calculate/work to trigger an alert? I only receive one alert per day, when I check the Agent performance in Performance GC, many agents have exceeded the rule before and after the alert received.
- How does the work team Meal rule function? I conducted a test with 3 agents who exceeded the Meal rule at 3 different times of the day (2PM, 3PM, 4PM, with a rule set at +10 minutes), but I received only one alert for the first agent.
- How does re-notifications work? For example, I've tried different intervals (60, 90, 180 minutes) for sending re-notifications, but I sometimes receive them after 1 minute, 10 minutes, etc. (less than the configured time).
Looking forward to your clarification on these matters.
Best regards,
#Reporting/Analytics------------------------------
Hanieh Torkzadeh
Intact Financial Corporation
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