Assembled has a range of notification triggers (things that you get notified about) and channels (ways that you can get notified). To get started, navigate to the Notifications tab in Company settings.
Notifications are available to customers on our Pro & Enterprise plans.
Realtime: Agents out of adherence and agent state duration thresholds
Triggers
Staffing: Schedule changes
When an agent's schedule for the next X hours is updated, notify the agent (where X can be 1, 12 or 24 hours). Schedule change notifications are part of our Pro and Enterprise plans.
Example: I've updated an agent's schedule for 2 hours from now. A notification will be sent if configured for within the next 12 or 24 hours, but not within the next 1 hour.
Example Slack DM notification for a schedule change
Realtime: Overview thresholds
Configure thresholds for your Realtime overview page and send a notification to a Slack channel when those thresholds are crossed to track the health of your channels and queues in real time.
Example: if new cases for Chat, Queue A exceed 200 within the current window, send a notification.
Clicking on Create notification brings up a modal that allows you to enter a name for the notification, choose threshold, and choose what channel to send the notification to.
Notification names will be included in the Slack message, so it should be descriptive. The message will include key details such as the metric, the relevant channel or queue, the threshold, and the current metric value.
Example notification sent to a Slack channel
For metrics not in the current
groups, you can also choose the lookback period for more specific monitoring.
Please note that notifications may be delayed by up to one minute.
Realtime: Agents out of adherence and agent state duration thresholds
Configure thresholds for your Realtime agent analysis page and send a notification to a Slack channel or directly to the agent when those thresholds are crossed.
Examples:
- If an agent in Team A is out of adherence for more than 10 minutes, send a notification
- If an agent in Team B is in the Away state for more than 5 minutes, send a notification
Channel Constraints:
- Out of adherence notifications can either be sent to a Slack channel or directly to an agent in a DM
- Agent state duration notifications can currently only be sent to a Slack channel, not directly to an agent.
The Slack message will come from the Assembled app and will contain the name of the notification and the list of agents that have triggered the threshold. The Slack message for these notifications will include the name, so it should be descriptive!
Notifications are sent each time a new agent crosses the threshold. We'll notify once per agent and only send another notification if that agent recovers and then crosses the threshold again.
Example Slack channel notifications
We're mindful of notification frequency — our goal is to keep all notifications useful without overwhelming users.
The messages will include the notification name and a list of agents that have crossed that thresholds. For these agents, their name, current state, current state duration, and currently scheduled event will be included.
Example Slack DM notifications for out of adherence notifications.
Channels
Email configuration
Any email notifications will be sent to the email address of the user as listed on their People page profile.
Slack channels configuration
An Assembled and Slack admin must enable the Slack integration via the Integrations page. Make sure your Assembled account is integrated with your Slack workspace, following the instructions here.
Private vs. public channels
Assembled is able to send messages to both public and private Slack channels. Public channels can be added via the Add a Slack channel modal by entering in the channel ID. To send messages to private channels, first add the Assembled app to the channel. Then, manually add the Slack channel via the Add slack channel button.
Creating a new Slack channel
In the Create notification modal, click on Add a Slack channel
.
This will bring up a modal where you can enter the name of the Slack channel and the Slack channel ID.
You can find and copy the channel ID by getting the channel details in Slack.
Slack DM configuration
Slack ID for each person automatically sync within 24 hours of integrating your Slack workspace. Users can also manually add Slack IDs to users by editing a specific profile, or may upload them in bulk via CSV on the People page.
Multiple Slack instances
Assembled currently supports connecting to one Slack instance per Assembled instance. However, for companies using multiple Slack instances, Assembled can still send notifications to channels in other instances. To enable this, share the channel with the integrated Slack instance, then manually add it using the Add Slack channel button.
It is not currently possible to send Slack DM notifications to users across multiple Slack instances from Assembled directly.
Comments
0 comments
Please sign in to leave a comment.