Use WFM Alerts to monitor workforce activity without constantly watching dashboards. Create alerts that notify agents and admins via Dialbot or email when specific conditions are met.
Admin notifications can be sent on a recurring schedule and stop automatically when the issue is resolved or after a set number of notifications. 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 the conditions, choose who receives the alert, and select whether notifications are sent through Dialbot or email.
To create a WFM alert, go to your Dialpad WFM Admin Settings.
Navigate to Company
Select Alerts
Select Create Alert
Select the alert type
Time in status: Alerts you when an agent has been in a status longer than ‘x’ minutes.
Shift attendance: Alerts you when an agent remains in the unavailable status for ‘x' minutes after the start of a shift.
Out of adherence: Alerts you when an agent has been out of adherence for more than 'x' minutes.
Select the threshold
Note
The threshold determines when the alert will be triggered.
Select the agent(s)
Configure agent nudges
Set how often you want nudges to be sent.
Note
An alert must include at least one nudge to an agent or a notification to an admin.
Choose who receives the alert and select the notification channel:
Dialbot
Email notification
Add a note (optional)
Select Save
Note
For recurring admin notifications, choose how often reminders are sent and when they should stop. Notifications can stop when the issue is resolved or after a set number of reminders.
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.
Navigate to Company
Select Alerts
Navigate to the alert you want to edit
Select Edit (that’s the pencil icon)
Make the changes
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.
Navigate to Company
Select Alerts
Navigate to the alert you want to edit
Select Delete (that’s the trashcan icon)
Select Yes, delete
Frequently asked questions
Can I get alerts via other channels, such as email?
No. WFM Alerts are currently available through Dialbot and email. Support for other channels, such as Slack or SMS, may be added in a future release.
Who can create an alert?
Any user with admin permissions can create or edit an alert.
Can different recipients use different notification channels for the same alert?
Not within a single alert. To send the same alert through different channels, create the alert multiple times. Keep the trigger conditions the same, then choose a different recipient group and a notification channel for each alert.
Can I get alerts through email?
Yes. WFM Alerts are available through Dialbot and email.