Watchdogs

About Watchdogs

Watchdogs notify you when your team is in breach of SLA, helping you stay on target. Monitor your inbox or specific mailbox folders, customize your notifications, and receive reports on how you’re meeting your SLAs.

Creating a Watchdog

You can create a watchdog for your entire inbox, a mailbox, or a smart folder.

1. Click the profile icon.
   
2. Click Account Settings.
3. Select Watchdogs.
4. Click Add watchdog.
   
5. Name the watchdog.
   
6. Select a color. This is the color used most prominently in the watchdog stats.
7. Under the Mailbox folder, select a mailbox or smart folder to monitor.
8. Set an SLA target in minutes.
   Qtip: The maximum SLA is 7 days (10,080 minutes).
9. Select the business hours for these notifications.
   Qtip: Watchdogs will always take the selected business hours into account when calculating SLA time.
10. Under Check every, decide how often you want the watchdog to monitor mentions.
11. Decide how many total mentions or unresolved mentions should cause a notification.
    
12. Next to each user, decide what channels you want them to receive notifications on. These include:
    • None
    • Email
    • Phone
    • Email and phone
      Qtip: When a user is assigned to a mention, the Assigned User notification settings will override their individual settings.
      Qtip: So long as a user is receiving either an email or phone notification, they will also get an in-app notification inside Social Connect.
13. If desired, enable Only send notifications during business hours.
    Qtip: This setting honors the business hours you set in step 9, and can help avoid spamming your team after work.
14. If desired, enable Also send notification when issue is resolved.
15. If desired, enable Also send notification on Slack.
    Qtip: For more on connecting Slack to Social Connect, see Integrations (QSC).
16. If desired, enable Also send notification browser notification to:
    • All online users
    • Select teams (Then select teams from the dropdown)
17. When you’re finished, click Save.

Creating a Watchdog from a Mailbox or Smart folder

You can also create a watchdog from a mailbox or smart folder’s settings page. This new watchdog will be set to your chosen mailbox or smart folder by default.

1. Start from the inbox.
   
2. Click the gear next to Smart folders.
3. Click the gear next to the folder where you want to add a watchdog.
   
4. Click Add watchdog.
   

Managing Watchdogs

All watchdogs can be managed on the Watchdogs page of your account settings. Each watchdog comes with a brief summary of its settings.

1. Search watchdogs by name or folder.
2. View watchdog stats.
3. Create a copy of the watchdog.
4. Edit the watchdog’s settings.
   Attention: If you change a watchdog’s filters, the resulting stats will also change. Historic data will not be included in the new stats, so only make edits if you’re prepared to lose those historical watchdog stats.
5. Delete the watchdog permanently.

Watchdog Stats

You can access detailed dashboards on your watchdogs’ performance either from the Watchdogs page or from Team Performance.

SLA Metrics & Compliance

This widget you an overview of the amount of mentions in your chosen folder that are:

• Unresolved
• Older than the chosen target time

Resolve Time Breakdown and Average Resolve Time

In this widget, you’ll see a quick overview of how many of your mentions were under or over your selected SLA. Each bar represents the time span in which a mention was resolved, relative to your SLA. The time spans are:

• Half the length of your SLA
• The exact length of your SLA
• Twice the length of your SLA
• 4 times the length of your SLA
• 8 times the length of your SLA

At the left of every bar, you’ll get the absolute amount of mentions that match the resolve time of that bar. At the right you’ll see the percentage of the total amount of mentions that were resolved in the given timespan. The red line indicates your selected SLA, thus showing the split between mentions that fell within SLA and outside of SLA.

To the right of this widget, you’ll see the Average Resolve Time  that shows you how long it takes on average to resolve a mention, based on the number of replies in the specific Smart Folder or Inbox. This will give you an indication of how long it takes for your agents to resolve mentions.

Workload History

The Workload History widget will display the amount of mentions resolved over the target time in the watchdog’s folder, including also the amount of unresolved mentions in the folder, and how many of those mentions were outside of the SLA target time.

With this widget, you can see when there was a high or low workload and how many mentions went over your SLAs on a certain day.

On the right side of the widget, you can see:

• How many agents are working in the folder
• What the average resolve rate is per hour (or, by clicking the dropdown, hours spent)
• What the average resolve rate is per agent.

Use the date filter in the upper-right to change the timeframe and the date grouping (e.g, see a year’s worth of data broken out by month).

Alerts History

This widget shows when the Watchdog alerts were sent out and the amount of unresolved mentions there were at that time.

The chart on the left shows the unresolved count. Orange dots indicate how many alerts were sent out; the bigger the circle, the more alerts were sent.

On the right side you will also find a full log of every alert that was sent out, including the date and timestamp, the number of mentions, and how many people were notified.

FAQs