When surfers are off-task, you can now send a reminder message directly to the surfer via Slack from the real-time dashboard.
Managers can then get instant feedback when surfers become active again in the dashboard, closing the feedback loop.
How to send a Slack nudge
The nudge tool is available from the real-time dashboard.
The nudge button will only appear if:
You have an active performance connection in your Surfboard account (Aircall, Dixa, Intercom, Salesforce or Zendesk)
The surfer is currently scheduled on to a shift
The surfer is scheduled on a service task (i.e. linked to a ticket group)
The surfer has the Surfboard Slack App installed
AND the surfer has a current off-task status
To send a nudge, simply click on the 🔔 button next to an off-task surfers status.
That surfer will then be sent a friendly reminder of their scheduled activity via Slack.
After you send a nudge, the button will be on 'cool-down' for 2 minutes. After that time you're free to send additional nudges.
What do the nudge messages say?
Surfboard’s friendly notifications are designed to remind surfers that service is a team sport, and bad adherence can put undue pressure on their colleagues.
The messages change slightly depending on the scheduled activity:
Service task: “Amy, your team needs you on 📞 Outbound calls. You’ve been inactive in Aircall for 12 mins.”
Non-service task or meeting: “Amy, you should be on 💼 Admin now. It looks like you’re still working in Zendesk.”
Break: “Amy, make sure you take your 🍔 Lunch. It looks like you’re still working in Zendesk.”
How will I know if surfers got my nudge?
The surfer's time-on-task status will update in the real-time dashboard whenever new behaviour is tracked. If the surfer gets back into the queue or inbox, you should see them move to an on-task status.