WFM Alerts

Use WFM Alerts to monitor workforce activity without constant manual tracking. Instead of watching dashboards for potential issues, admins can create alerts that notify them through Dialbot when specific conditions occur. Configure unlimited alerts by team, agent, admin, or status so you only receive notifications that matter to your operation.

Who can use this

WFM Alerts are available to Dialpad WFM users and are not supported for standalone customers.

Admins can create and receive alerts, and agents can receive alerts but cannot create or manage them.

Create a WFM alert

Create a WFM alert to automatically notify the right people when specific workforce conditions occur. Set conditions, choose who receives the alert, and Dialbot will send notifications when the criteria are met.

To create a WFM alert, go to your Dialpad WFM Admin Settings.

1. Navigate to Company

2. Select Alerts

3. Select Create Alert
   

4. Select the alert type

   1. Time in status: Alerts you when an agent has been in a status longer than ‘x’ minutes.

   2. Shift attendance: Alerts you when an agent remains in the unavailable status for ‘x' minutes after the start of a shift.

   3. Out of adherence: Alerts you when an agent has been out of adherence for more than 'x' minutes.

5. Select the threshold

   1. The threshold determines when the alert will be triggered.

6. Select the agent(s)

7. Enable nudges

   1. Set how often you want nudges to be sent.

   2. Set how many times an agent can ignore a nudge before admins will be notified.

   3. An alert must include at least one nudge to an agent or a notification to an admin.

8. Choose who is notified by an alert and when
   

9. Add a note (optional)

10. Select Save

Edit a WFM Alert

Edit a WFM alert to update its conditions, recipients, or settings as your workforce needs change.

To edit a WFM alert, go to your Dialpad WFM Admin Settings.

1. Navigate to Company

2. Select Alerts

3. Navigate to the alert you want to edit

4. Select Edit (that’s the pencil icon)

5. Make the changes

6. Select Save

Delete a WFM Alert

Delete a WFM alert when you no longer need notifications for a specific condition.

To delete a WFM alert, go to your Dialpad WFM Admin Settings.

1. Navigate to Company

2. Select Alerts

3. Navigate to the alert you want to edit

4. Select Delete (that’s the trashcan icon)

5. Select Yes, delete
   

Frequently asked questions

Can I get alerts via other channels, such as email?

Not yet. WFM Alerts are currently available only through the Dialbot channel. Support for other channels, like email and SMS, may be added in a future release.

Who can create an alert?

Any user with admin permissions can create or edit an alert.