Workforce Engagement Management

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  • 1.  Alerts

    Posted 06-18-2025 17:21
    No replies, thread closed.

    Would be interested to know if anyone makes use of "alerts" located per below. I can imagine for Realtime analysts wanting to be notified of non adherence or senior managers when a queue hits say 100+ getting an sms or email would work well. Would like to hear other use cases.

    • Performance > Workspace > Alerts



    #Workforce Management

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    Neil Draycott
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  • 2.  RE: Alerts

    Posted 06-23-2025 17:29
    No replies, thread closed.

    Our WFM team does not use the alerts because it would be alerting non-stop, but some of our managers like them for adherence. 



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    Shannon Hellner
    WFM manager
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  • 3.  RE: Alerts

    Posted 06-25-2025 14:55
    No replies, thread closed.

    We have a fairly small team in certain queues. I have set up alerts for number of calls holding, length of call hold for each agent, and if there are no agents logged in a certain queue. It has helped keep the team accountable for their unavailable time. We are new to the cloud and still tweaking how we do things. 



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    Stacey Sanchez
    PACU- Workforce Operations MGR
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