Workforce Management

These alert rule types are available for Workforce Management licenses.

Out of Adherence

An alert is sent when an employee is out of adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities.. Out of Adherence alert rules take one of two forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective.:

• Employee out of adherence for more than X minutes for activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. Y: If an employee is in a non-adhering state (continuously, for planned activity Y) for more than X minutes, an alert is sent. (If the duration of the planned activity Y is less than X minutes, the alert is not triggered. The alert is not triggered even if the employee has been out of adherence for more than X minutes on some other planned activities.)

  Employees must be out of adherence for more than the tolerance (minutes) for the current planned activity to be in a non-adhering state.

• Employee out of adherence for more than X minutes for any activity: If an employee is in a non-adhering state (continuously, for any planned activity) for more than X minutes, an alert is sent.

  In this case, the computation for X minutes is the same as is used for the Out of Adherence column on the Quick View page. (See the topic “Using the Tracking Module,” in the Workforce Management Managers Guide for more information on the Quick View page.).

Requests Status Change Rules (for individuals and for multiple employees)

There are two alert rules related to Request Management changes: one related to individual employees, and the other to multiple (batch) employees:

• Request Status Change Rule:

  An alert is sent when an employee's request changes status.

  Example: Time-off request alert

  The alert shows the employee request submission date, its status, the employee, the time-off type, and the start and end times of the time-off period.

  Depending on the privileges of the employee and manager, the email they receive can contain a link that opens and displays the original request.

  The status change types for which an alert can be sent for each of these request types are:

  Time Off	Shift Swap	Shift Bidding	Shift Request & Changes	Flex Time
  Approved	Approved	Approved	Approved	Approved
  Denied	Denied	Denied	Denied	Denied
  Pending	Pending	Pending	Pending	Pending
  Escalated	Escalated	Escalated	Escalated	—
  Invalidated	Invalidated	Invalidated	Invalidated	Invalidated
  Waitlisted	Change in Ownership	—	—	—
  Withdrawal Requested	—	—	—	—
  Withdrawal Accepted	—	—	—	—
  Withdrawal Denied	—	—	—	—

• Request Status Change Rule (batch)

  The system checks at the specified intervals for any changes in the requests of multiple, specified employees. One alert message is sent with the aggregated changes during the specified interval.

  Example: Alert for Request Status Change Rule and Request Status Change Rule (batch) schedule change

  An alert is sent when one or more employees schedules change. The alert compares the old schedules with the new, under headings showing values for the Activity, Start time and End time.

Scheduled Activity Change Reminder

An alert is sent to remind you when one or more employees scheduled activities are about to change. The alert includes the employee names, activity names, start times, and more.

Employee was added to an auction:

An alert is sent when an employee is added to an auction. You can define whether the notification is sent when employees are added to the auction serially (one by one) or together with other employees. You can also define whether this alert is sent for any of the three auction types (Full Schedule Period, Combination of Individual Shifts, and Multiple Shifts per Day.

For example, an employee can receive a message similar to the following:

You, Joyce Smith, have been added to the shift bidding Feature in WFM that allows employees to submit requests (bids) for selected shift assignments. auction, Company A Email Auction. Please submit your shift Work period in WFM that has a definite length. bid requests before the deadline, which is 06/18/2025 7:30 AM. After this deadline, the next bidder will be added to the auction.

Minimum bid submission violation:

An alert is sent when an employee did not submit the minimum required number of bid requests in a Full Schedule Period schedule auction that required a minimum submission number. You can define how frequently to send the notification, which is every x number of days at a specific time (according to the employee's organization time zone).

Actual Statistics Out of Range:

An alert is sent when a selected actual statistic deviates from a range defined in the alert rule.

The rule has a sentence-like structure as described here:

If Actual statistic, <[Is Between | Is Not Between]> <number1> and <number2> Percentage Points over <number3> <time_units1> for Queues: queues <[combined | individually]> Send alerts no more than <number4> <time_units2>

Where:

Rule item	Description
<statistic>	Is the statistic you want to compare. Choices are: Abandons Average Handling Time Average Speed to Answer Backlog Contact Volume Full-Time Equivalents Occupancy Service Level Staffing Volume Handled If your license includes Outbound-Media, you also can choose the following statistics: Connect Rate Connects Dials RPC (Right Party Connects) RPC Average Handling Time RPC Rate
<[Is Between | Is Not Between]>	Is the mathematical operation you want to use. Choose one of: Is Between Is Not Between
<number1>	Is the bottom end of the value range you are specifying.
<number2>	Is the top end of the value range you are specifying.
<number3>	Is the number of the following time units:
<time_units1>	Is the time period over which the comparison is to be made. Choices are: Minutes Hours Days
<queues>	Is the queues you have selected using the drop-down menu. Only those queues associated with the selected campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. are shown.
<[combined | individually]>	Determines if the rule applies to the combination of all the selected queues (combined), or to each queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. individually (individually). The default is combined.
<number4>	Is the number of the following time units:
<time_units2>	Is the time unit at which alerts are to be sent. Choices are: Minutes Hours Days

An example of such an alert is:

Under Organization: Arcturus

For Queues: Q4Staffing - phone,

The statistic Staffing

has actual value 5 bodies which is not between the predefined value range from 1 to 2

in the last 30 minutes.

WIT Deadline Goal Status Alert:

If your organization has a license for Operations, you can configure this alert to be sent. The alert is sent when a selected goal status deviates from a range defined in the alert rule.

The rule has a sentence-like structure as described here:

Notify when WIT ticket deadline goal Specified time period in WFM within which work that has arrived must be completed (used in Operations environments). status is <[Unattended Tickets | Predicted to miss Service Goal | Likely to miss Service Goal | Already out of Service Goal | All of the above]> and employees have <[Assigned WIT Items | Published Schedules | All WIT Tickets]>
Open hours threshold <number> in minutes.

Related topics 

Creating or editing an organization alert rule