Automated Ozonetel Queue SLA Breach Alerts
Every hour, WebRun checks Ozonetel queue wait times against your SLA target, alerts the supervisor in Microsoft Teams the moment a queue breaches it, and books a same day coverage review slot on the supervisor's Google Calendar so a staffing fix gets discussed the same day, not at the next scheduled meeting.
How do I get alerted when an Ozonetel queue breaches SLA?
WebRun checks Ozonetel queue wait times every hour against your SLA target, alerts the supervisor in Microsoft Teams the moment a queue breaches it, and books a same day coverage review on Google Calendar, so a staffing gap gets addressed the day it happens instead of waiting for a scheduled review meeting.
- SLA breaches are caught within the hour they start
- A coverage review is booked the same day automatically
- Recovered queues do not trigger a stale alert
Built for contact center supervisors · call center managers · operations leads · workforce management
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
ozonetel.comin a real browser with your saved login - no setup, no API keys. -
1
Ozonetel - check queue wait times
ozonetel.com
WebRun opens Ozonetel to check queue wait times. - Open Ozonetel and load current queue wait times
- Compare each queue's average wait against its SLA target
- Flag any queue currently breaching SLA
Done when Every queue currently breaching its SLA target is identified.
-
2
Microsoft Teams - alert the supervisor
microsoft.com
WebRun opens Microsoft Teams to alert the supervisor. - Post a message to the supervisor naming the breaching queue
- Include the current wait time versus the SLA target
- Keep the alert to one short message
Done when The supervisor has been alerted in Teams about the breach.
-
3
Google Calendar - book a coverage review
calendar.google.com
WebRun opens Google Calendar to book a coverage review. - Add a same day calendar hold for a coverage review
- Note the breaching queue in the event details
- Skip the hold if the queue recovers before the hour ends
Done when A same day coverage review is booked for the breaching queue.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Does WebRun add agents to the queue itself?
No. It only detects the SLA breach and alerts your supervisor, and books time to discuss it. Adding coverage is a staffing decision your team makes.
What counts as an SLA breach?
Whatever average wait time target you set per queue. Only a queue currently over that target triggers the alert and the calendar hold.
What if the queue recovers on its own?
If the wait time is back within SLA by the next hourly check, no new alert fires, and any pending coverage review hold for that queue is skipped.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.