Setting up Escalation emails will allow you to send an automated email to Line managers detailing a summary of their direct reports with upcoming or overdue assignments with their deadlines on a frequency and time of your choosing. The benefit of using this feature is that you set up one schedule for your staff domain and the Line manager will get one email rather than multiple emails for each user and activity. If you have multiple staff domains you can use a different schedule and email template for each domain, as well as training assigned to specific categories.
First, check with your Customer Success Manager that you are storing the correct information. To set these up, we need to store either; Employee ID and Manager ID or Email and Manager Email of each staff member. Your Customer Success Manager can ensure you have access to set this up if you handle your own data.
Click on Email Notifications from the Management console menu. Choose the option for Automated Escalation Emails that will appear in the email notification menu.
You will then see any escalation emails that are already scheduled in and you can create a new email by completing the Add automated email form.
Name: This will be the name of the emails that will appear in the list of scheduled emails. Keep it simple something like. {Company Name} Reminder
Domain: Select the staff domain you wish to set up the schedule for. Emails will be sent to Line managers in that domain.
Start including assignments: Choose when you would like to start including assignments in the escalation email. The default will be that assignments will be included when they reach the deadline. However you can change this to X amount of days before or after the deadline
Stop including assignments: Choose when to stop including assignments in the escalation email. The default will be that assignments will be included until completed. However you can change this to X amount of days before or after the deadline or choose to stop when completed OR failed*
Category: Chose which category of assignments you wish to include The default will to be include assignments in all categories however you can choose a specific category of assignments you want to include in the email.
Earliest deadline: You can choose an earliest deadline date. The escalation email will then only include assignments on and after that date. You can leave this blank if you do not wish to set a date.
Template: Choose from the available escalation templates. If you want to learn how to set up a template visit this article: Creating email templates
Date: Choose the date when the first email will be sent
Time: Choose the time you want the email to be sent. Default is UK time – we would recommend sending early in the morning
Repeat after: You can select the frequency here which is either: a certain amount of days or months. If you would like to send this email weekly select 7 Days.
Once you are happy with the details click on the Add automated email button. You will then see the email listed in the schedule. You can select the Preview button to view the emails that are due to be sent next.
If you wish want to remove an email from the schedule tick the radio button next to the task(s) you wish to remove and click Delete Selected task.
There is the functionality to delete all scheduled emails, but selecting radio button in the table header. You will be asked to confirm the deletion of ALL scheduled tasks.
PLESASE NOTE: Once deleted we are not able to retrieve the information.
*Selecting this option will mean that users will not receive reminders unless the training is reset. Please discuss with your CSM if you have further questions.