A lot has happened since our last blog post. Slews of new features and improvements were released in DigTix v2.12, v2.13, and v2.14. We’re happy to announce v2.15 is a continuation of this momentum and is available this Saturday, November 17th! Read on for details about interactive voice alerts, teams, incident exports, assignment scheduling, and more.
Interactive Voice Alerts
The highly requested interactive voice alerts feature is here! Ticket alerts now support a new alert type “Voice + SMS”.
When alert conditions are met, the user will receive an automated voice message (in addition to a text message) notifying them of why they are being alerted. The phone call will ask the user to “press any number” to acknowledge the alert. If the user does not answer the phone call or does not acknowledge the alert, they will receive another phone call, once per minute, up to three times.
A sample message may say “This is an automated message from DigTix. Ticket 1234567890 has been assigned to you. The ticket is an emergency. Please press any number to acknowledge, or press star to repeat this message.” If there are multiple alerts, they will be combined into a single call e.g. “This is an automated message from DigTix. 3 tickets have been assigned to you. 2 of these tickets are emergencies. Please press any number to acknowledge, or press star to repeat this message.”.
If an escalation user is specified on the assignment rule schedule (see “Ticket Assignment Rule Scheduling and Escalation” below) and the original voice alert is not acknowledged after three attempts, the escalation user will receive a phone call notifying them of the alert that failed to be acknowledged.
As with all DigTix responses and alerts, the log of voice alerts can be viewed in the “Responses / Alerts” tab of the ticket window.
Teams (and Team Productivity)
Users may now be defined as belonging to a team.
A new category of quick filter allows managers to quickly view due date performance and navigate from team to team.
The “Productivity” report can now be aggregated by team instead of individual locators by selecting the “Team Closeouts” report type. This allows managers to see which teams are over- or under-performing.
Incident Excel Export
Create your own incident reports via the new Excel (CSV) export feature. This feature operates just like the Excel export feature for locate requests: toggle the desired columns, apply the desired filters / sorts, and click the Excel export button to immediately download incident data into an Excel CSV file.
Ticket Assignment Rule Scheduling and Escalation
Ticket assignment can now be scheduled into the future. The upcoming assignment schedule is displayed in the “Ticket Assignment” section of the Administration panel. Red assignment entries are currently active, black assignment entries are scheduled for the future.
Assignment schedules can be defined by opening the assignment rule and creating, editing, or deleting entries in the “Users” section towards the bottom of the window. There is no limit to how far you can define an assignment schedule.
If desired, a separate user can be defined for escalation of interactive voice assignment alerts. If the user being alerted does not acknowledge a voice assignment alert after three placed calls, a call is placed to the escalation user. This is especially useful for defining on-call managers for after hours emergencies.
There are a lot more features and improvements in the v2.15 release. If you’d like to learn more about a feature or improvement, please get in touch with us via the Contact
page. As always, our team is looking forward to hearing your feedback and ideas. We have more exciting new features included in our upcoming releases!