Create a New Notification
Reports → Notifications
Located under the “Report Settings” section
Click on “New Notification” in the upper right corner of the Notifications page
General
Enter the “Notification Name” and “Description”
Use these to distinguish between similar Notifications
EX: a unique notification for every agent
Language = English
Type - This allows you to decide how and when you want to receive the notification for the calls/forms that fit the filtering criteria. The most common
After Call - A simple email that gets sent
Text Message - receive a text after a certain action
Daily/Weekly Digests - This allows you to program a recurring email with all the calls that fit the filtering criteria during that time span
Choose Format: HTML, CSV, XLS
Insert the date, time, and timezone
Decide if you want the Bar graph and if you want to ignore empty emails
Click “Save Changes”
Recipients
In the "Email Recipients" bar, add the emails for the CSRs you wish to be notified
Note: you can start typing in their email or their name and the corresponding emails will appear in the dropdown
The "Advanced" section allows you to add emails addresses as either a 'Cc' or Bcc'
Click "Save Changes
Email Data Field
In the “Email Subject” field, create the title of the email notification
Use the dropdowns below for “Activity” and “Contact” to insert important unique data into the heading for each call
Activity ID will allow you to search for the call quickly in CTM
Type, Contact Name, and Contact Number could also be useful
The Call Field Section should already include most of the data necessary for the notification, such as the necessary “Activity” and “Contact” information
Necessary Fields:
Activity: Call ID, Date/Time, Tracking Number, Agent, Status, Tracking Source, Receiving Number (close to all of it)
Contact: All of it
Voice Analysis: Recording
Form Data: Form Entry (if notification is based on form submission)
Note: Clicking on any of the grey heading sections will move all the data underneath it to the other section
Include External links = OFF
Filter
The filter section allows you to select the parameters for when notifications are set up. They can be very specific or broad.
Can be based on a singular or several “Rules” allowing notifications to be sent on very specific parameters
Using the And/or function allows us to split up or combine several rules
Testing
Allows you to insert a call to see if that call properly sends you a notification.
Find a call that fits the parameters of what you want the notification to run on (missed call, voicemail, etc.), and paste the Call ID into the search bar.
When you find call click Test Filter
Check to see if you received the email/text about the call
Note: Testing a notification will only send the email to you
ADF
Turn “send lead using Auto-lead Data Format/ADD OFF
Preview
Shows you what the email/text will look like
Once again choose a call (use a Call ID)
Note: the Notification must be saved before it can be previewed
Note: It will not show you the email heading, just the content, and format within it
Delivery Log
Provides the full history of every time that notification has happened
Tells you who it was sent to, for what calls, and when it happene