Skill Group Watchers

A Skill Group Watcher can be managed by selecting Administrator >> Queues >> Manage System Queues >> Edit >> Skill Groups >> Click Watchers button. (To configure the Skill Group Watchers email, edit a particular Queue and select the Watchers tab).

A Skill Group Watcher is a person who wishes to receive email notification of any changes that occur for Calls within a specific Skill Group.

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

A Skill Group Watcher receives an email notification each time the properties of a Call are changed. The email is based on a template known as the ‘Skill Group Watcher Template’. These templates are defined for each Queue. Consequently the email that the Watcher receives is governed by the Queue that the Skill Group is associated with.

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

Skill Group Watcher example email Subject

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:

Skill Group Watcher Notification - Ticket Number 90145.

Skill Group Watcher example email Message

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 Tags [CALLID], [SUBJECT], [ACTION] and [DETAILS] will all be replaced with the appropriate fields, so the resultant email may look like:

See Also

Queue Overview
Queue Watcher Definition and example email
Call Watcher Definition and example email
Alert Notification Tags available

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