Notifier Overview
Notifier allows you to automatically send notifications to specific people when a certain function is performed on a case that meets a specified set of criteria. No action is required on the part of your agents, and in most cases, they don't even need to know that the activity which they are performing has triggered a notification.
Notifications can be sent via email, pager, or even an automated phone call (if you are using Emplifi Agent Interaction).
Notifier requires the use of the Event Requestor Service. You will need to ensure that the service is properly configured to process Notifier events when setting up notifier in your environment. For more information, see Event Requestor Overview.
Notifier is a powerful feature, but it can also be highly complex. We recommend that you consult with the Emplifi Professional Services team the first time that you implement Notifier in your environment.
How Notifications are Triggered
Notifications can be triggered in one of two ways:
A notification can be triggered as the result of an action. The action can either be initiated manually, suggested, or automatic. Actions are by far the most common way to trigger notifications.
A notification can also be triggered based on a threshold alert. Threshold alerts are more difficult to use. Also, it should be noted that a notification is sent only once when a threshold is reached.
You will set up the events that trigger a notification as part of the Notification Definitions.
Common Uses of Notifications
The following are just a few examples of ways that different companies might choose to implement Notifier:
A Quality Assurance department at a manufacturing company can be set up to receive a notification when a certain number of complaints have been received about a specific product.
Management can be set up to receive a notification when a specified number of customers call in and indicate that a specific product is bad before the expiration date. This allows management to notify the plant or warehouse that a specific batch is bad and should not be shipped.
A legal department might be set up to receive a notification any time specific types of issues are received that might have legal ramifications, such as an illness or injury being caused by a product.
A manager of a store can be automatically notified when a customer calls to lodge a complaint regarding that store.
Notifications can also be set up to alert a hierarchy of managers if an issue with a remote location is not resolved within a certain time frame. For example, a service complaint comes in about a store location and a notification of the problem is sent immediately to the store manager. If the issue is not resolved within 48 hours, the regional manager can be sent a notification, as well as a second notification to the store manager. If the issue is still not resolved after 72 hours, a notification can be sent out to a corporate headquarters contact, the regional manager, and the store manager.
Basic Steps for Implementing Notifier
The following are the basic steps to implement Notifier. Links are provided to appropriate topics with more information. As mentioned above, we recommend that you involve Emplifi Professional Services to assist with the implementation of Notifier.
Plan your notifications: As with many implementation tasks in Emplifi Agent, detailed planning is the key to creating a useful, streamlined notification system. Among other things, you will need to consider what events should trigger notifications, who the recipients will be in a given set of circumstances, and what the message contents should be.
Create message content: You must set up the letters and paragraphs that will make up your notification messages. For details on letters and paragraphs, see Letters and Paragraphs Administration Overview.
Define triggering events: Define the actions or alert thresholds that will be used to trigger the notifications. For details on actions, see Actions Administration Overview.
Set up your notification definitions: Each of the Notification Definitions specifies:
the actual message format and contents.
the events that will trigger the notification.
who the recipients of the notification will be.
Set up your notification profiles: Each of the Notification Profiles defines information about a person who is going to receive notifications.
Configure the service: Ensure that the Event Requestor Service is installed and running and has been configured to process notifications. For details about Event Requestor Service, see Event Requestor Overview.