This is a first for me.
I've been asked to create a new team which has been done, I've added the resources and set up the skills. All done. It's now been asked that an email alert be created to automatically send when a call goes unattended in queue.
I created the new workflow for this group in Work Flow Administrator, then I copied the Repair work flow group to mimmick. Now I have to set up the time allowed to sit in queue unattended before the email alert goes to super. <--This part I don't have any experience with.
Any help is greatly appreciated. Thanks to all in advance.
You can do this by using the create eMail step together with the Send eMail Step in your script. Basically under the queue branch of the select resource step you can create a variable that acts as a counter and then create a loop that increments the value of the counter every time the contact passes through it. At the beginning of that loop you will evaluate if the value of the counter is equal to a predefined value and if is is because the call has being in the queue fox "x" time then you use the eMail steps that I mentioned above to create the email and sent it out.