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Proactive alert / notification when spike in case volume

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edited Jul 17, 2018 9:52PM in Agent Desktop 4 comments

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Support management is looking to have some type proactive alert or notification when there’s a spike in case volume. Best if we can build in some intelligence to include fields such as product, version using, case contract type, day of the week, etc. For example, they want to be notified if there’s a 15% spike in case volume, as soon as it’s recognized: if a normal case volume for a Tuesday for Product X is 80 cases, they want to be proactively notified if case volume for a Tuesday reaches 92.

Has anyone done something similar, maybe with a scheduled report?

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