This course covers defining basic data and performing the event escalation process. This process enables you to supervise the support process by informing responsible personnel when a working object (such as a case, task, or global solution) is stalled or not handled at all.
The estimated time to complete this course is 1 hour.
This course was designed primarily for call center administrators.
The basic data needed to perform the event escalation process consists of template rules, time functions, receiver functions and calendar functions. A template rule is a basic template for a condition that has to be met to trigger an event. A time function is a predetermined rule involving time. The receiver functions predetermine the personnel who will receive e-mail notifications when event escalations occur. Calendar functions are used to get the calendar which the calculation of the execution time is based on. Escalation rules are defined for cases, tasks, or global solutions for a specific support organization. An escalation rule is valid for certain conditions which are determined by the status of the working object. One condition will start the escalation rule and another will end it. Notifications and dispatches are created according to the escalation rules that have been defined. Notifications enable you to inform responsible personnel about a status change in a case, task, or global solution. Notifications can be in the form of an e-mail or SMS. Dispatches are used to automatically dispatch cases, tasks and global solutions to certain support queues, according to the escalation rule under which it has been defined.
Before taking the lessons in this chapter, you should have completed you should have completed a basic navigation course in IFS Applications.
The estimated time to complete this chapter is 1 hour.
This chapter was designed primarily for call center administrators .