Share your ideas with us
It would be great if the WFM platform allowed us to configure alerts or notifications to be emailed when an agent is not following their schedule.
Similar to the queue alerts that can be configured when a queue call arrives but no one is logged in during the configured hours of operation for that skill.
Ideally, users would be able to customize the parameters:
Out of adherence time threshold, i.e., generate an alert if an agent is out of adherence by xx number of minutes
Generate alerts only for specific activity types; for example, alert if an agent is logged in after the end of their scheduled shift but not if they missed their break/lunch
Specify email addresses to receive the alerts
This would be incredible - with desktop notifications and not only emails.
And also desktop notifications for upcoming breaks/activities, so agents can stay in adherence, would be a game changer.