Neuron

7. Incidents Notification and Escalation at a Contact Center.

Neuron allows to add features of Notification and Escalation to Contact Center systems that don't possess it or where the cost of additional modules or the complexity of its configuration is a barrier for its implementation. All CRM has a database where they register the customers incidents; when certain priorities situations or non attention times are reached they should give an alert so that this situation is assisted (Notification), for that Neuron will execute SQL sentences on the base selecting the records that reach teh condition, e.g.:

select customer,operator  from incidents where priority='high' 

select customer,operator from incidents where priority='medium' AND getdate()>date_in+2

You can also use it to warn on equipment warranty expiration or any other condition; all these events can be notified in different ways, either sending a mail to a supervisor, individual mails to each operator, writing on another database, or the same one, creating a file with XML format and several other ways.
 

                               

The escalation of incidents will consist on SQL sentences that verify such a condition, as for example that it was notified twice and the status didn't change; generally for the escalation auxiliary fields are used in the incident record to have a count of the notification grade and escalation.
 

select customer,operator  from incidents where priority='high' AND escal_level=0 AND notif_level=2

 

Each application and each business will have their conditions and fields to verify that.