WFM Alerts

Use WFM Alerts to monitor workforce activity without constantly watching dashboards. Create alerts in Dialbot that notify agents and admins when specific conditions occur.

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.

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. Configure agent nudges

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

   2. 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

   1. Agent notification: Sent through Dialbot when the alert conditions are met.

   2. Admin notification: Sent once or repeated on a schedule until the issue is resolved 
      

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 
   

5. Make the changes

6. Select Save

Delete a WFM Alert

WFM alerts can be deleted at any time. 

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 

5. Select Yes, delete
   

Frequently asked questions

Can I get alerts via other channels?

Not yet. WFM Alerts are currently available only through the Dialbot channel. Support for other channels, such as 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.