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Status Under review
Created by Allison Durrell
Created on Nov 30, 2022

Notification for WFM schedule adherence

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

  • Michelle Sterzovsky
    Dec 16, 2022

    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.