I have linked Slack to FreshDesk with the hopes of running a notification rule of sorts but I'm unsure how to set it up. If such a thing even exists.
What I want to do is:
Analytics monitors average SLA, answer time, call handling time etc of each agent. If an agent violates the SLA target a notification is sent to a designated channel on Slack to inform supervisors.
Is this something that can be done? If so, how?
Thanks for any help you can give
Hey Kurt,
While we do not have a direct way of achieving this, we could surely assist you with workarounds for this. Our powerful automations would enable you to trigger a message to Slack. However, this may require some manual intervention but we could discuss this in depth via email. We have reached out to assist you with this.
Cheers!
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