Watchers

A Call Watcher is a person who wishes to receive an email notification of any changes that occur to Calls related to a specific Team, or Category.

There are four types of Watchers:

Queue Watcher	This watcher will receive a Queue Watcher notification if there are any changes to Calls within the specified Queue that the Watcher is applied. The Queue Watcher is applied by selecting Administrator >> Queues >> Manage System Queues >> Watchers >> Enter the email address of the Watcher.
Group Watcher	This Watcher will receive a Group Watcher notification if there are any changes to a Call that has been assigned the specific Skill Group that the Watcher is applied. The Group Watcher is applied by selecting Administrator >> Queues >> Manage System Queues >> Groups >> Click the Watchers button >> Enter the email address of the Watcher.
Case Watcher	This Watcher will receive a Case Watcher notification if there are any changes to a specific Call to which the Watcher has been applied. The Call Watcher is applied by right clicking a Call in the main versaSRS window >> Watchers >> Enter the email address of the Watcher.
New Case Watcher	This Watcher will receive a Case Watcher notification when a New Call is logged within the specified Queue. The notification is receieved once upon the case being logged and doesn not notify of changes that occur on the case after it is logged. The New Case Watcher is applied by selecting Administrator >> Queue >> Manage System Queues >> New Call Watchers >> Enter the email address of the Watcher.

The Call Watcher Templates can be defined in the Queue Settings by clicking Administrator >> Queues >> Manage System Queues >> Edit the Queue >> Select the Case Templates tab.

A Watcher does not have to be a user of the system and is defined by an email address. E.g. a Manager at a remote site without access to the Help Desk or an employee/administrator overseas with access to an email account.

The Case Watcher Template is defined by a Subject and a Message. An example is given below:

Case Watcher example email Subject Code

Note: in the example above, the Alert Notification Tag [CALLID] will be replaced with the appropriate call number, resulting in an email subject line that may look like this:

Call Assignment Alert For Call # 90146.

Call Watcher example email Message code:

Note: Double clicking the message box will display the HTML Editor allowing a user with no HTML experience to construct the message which is then converted to HTML in the message box.

Note: in the example above, the Alert Notification Tag [CALLID], [SUBJECT], [ACTION] and [DETAILS] will all be replaced with the appropriate fields.

See Also

Assigning a Watcher to a call
Call Overview
Alert Notification Tags available

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