Get Notifications That Activities Have Exceeded a Time Threshold In Real Time

The Challenge

As the manager of the technical support team here at CTM, I need know when an agent's call or chat exceeds 10 minutes of talk time, while the activity is in progress. Additionally, since I'm often away from my desk, I needed to be notified regardless of my location. Receiving this information in real time helps me and our senior team members to assist our agents who are charged with helping our customers on the front line.

The Plan

For the benefit of our team members and our customers, our senior team should receive text messages alerting them that an in progress activity has exceeded 10 minutes. We do this through the use of a set of three triggers which can be selected as presets in your CallTrackingMetrics Marketing or Contact Center plans. 

How to Add the Triggers 

1. In your CTM account, navigate to Flows and then Triggers
2. Click the New Trigger button.
3. Click Preset at the end of the Name field in the General panel of the new trigger.
4. Click on In Progress Activity has Exceeded Time Limit: 1 of 3
5. Click Save Changes.
6. Click 'Triggers' in the upper left where you see 
7. Click the New Trigger button.
8. Click Preset at the end of the Name field in the General panel of the new trigger.
9. Click on In Progress Activity has Exceeded Time Limit: 2 of 3
10. Click Save Changes.
11. Click 'Triggers' in the upper left where you see 
12. Click the New Trigger button.
13. Click Preset at the end of the Name field in the General panel of the new trigger.
14. Click on In Progress Activity has Exceeded Time Limit: 3 of 3
15. Click Save Changes.
16. Click 'Triggers' in the upper left where you see Your new trigger will now appear in the list.

How to Configure the First Trigger

1. Click the Edit button for 'In Progress Activity has Exceeded Time Limit: 1 of 3'
2. In the General panel, either set the 'Trigger for all Activities' toggle to ON, or choose specific tracking numbers by clicking the 'Edit Assigned Tracking Numbers' button.
3. Scroll to the Workflows Panel.
4. Click Search for an agent to add the names of the agents for whom you want to receive real time notifications. 
5. Click the 'Add Action' button.
6. Type "trigger" and choose Run trigger.
7. Click on Execute Trigger and choose In Progress Activity has Exceeded Time Limit: 2 or 3.
8. Click Save Changes.
9. Click 'Triggers' in the upper left where you see to see the list of triggers.

How to Configure the Second Trigger

1. Click the Edit button for 'In Progress Activity has Exceeded Time Limit: 2 of 3'.
2. Scroll to the Workflows panel and modify the from and to numbers in the Send Text action.
3. Click 'Triggers' in the upper left where you see to see the list of triggers.

How to Configure the Third Trigger

1. Click the Edit button for 'In Progress Activity has Exceeded Time Limit: 3 of 3'.
2. In the General panel, either set the 'Trigger for all Activities' toggle to ON, or choose specific tracking numbers by clicking the 'Edit Assigned Tracking Numbers' button. This setting should match the setting in In Progress Activity has Exceeded Time Limit: 3 of 3
3. Click Save Changes.
4. Click 'Triggers' in the upper left where you see to see the list of triggers.

Finishing Touches

You can edit any of the triggers to add or remove agents, change tracking numbers, or modify messaging, but what you've done will start working immediately.