Does the alert escalates to agents from one shift to another? if it is unanswered?

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Does the alert escalates to agents from one shift to another? if it is unanswered?

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  • Hi Anil!

    The short answer is yes. If you look at an Alert log, you will notice it actually plans out notifications for each shift in a group and defer sending until the shift begins. If no one responds in a way that will end all other notifications to the group then once a new shift comes online the notifications will start to the members of that new shift. This will also result in potential duplication of messages to an individual if they are members of multiple shifts and are due to get a notification from the one that just went live.

    This activity does work in tandem so let's say someone is set to get an alert from a previous shift after 25 minutes, and first in the upcoming shift, and the new shift went live at the 18 minute mark then they will get a message from the new shift once they hit 18 minutes and potentially again once we hit the 25 minute mark and no response was given up to that point or if everyone escalated to the next person every time. If anyone in the shift responded with accept/assign to me or with any response that stops notifying target then all other alerts stop for that group. No other shifts should be notified in that situation.

    Here are some examples of how response actions work to stop notifying the rest of the group. This does extend to shifts within that group also.

    https://help.xmatters.com/ondemand/xmodwelcome/communicationplanbuilder/formdetailsresponsesresponseactions.htm

    Happy Thursday!

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