The Alerting feature lists all the You can set up alerts for all the different work queue tasks such as SpeechIQ, Schedule Adherence, Ticketing available in the , etc. Alerting feature under the Work Force Optimization (WFO) tab . The WFO Alerts Setup UI provides information, such as the allows you to create an alert and specify details such as Name, Type, Status, and Priority of the alert. You can also view details of an alert including who modified it last and when it was modified. This screen also indicates whether an alert is Active, and provides information about who modified the alert, and when the alert was last modifiedalso enables you to copy an existing alert to create a new one and also delete an unused alert.
When you navigate to Work Queue > Alerting on the WFO tab, all the alerts created are listed. You can narrow down the list using Filter option.
To Filter the list of alerts:
- In the Search (
) field, type in appropriate values and press Enter. - Select the Active Only check box to list only the active alerts.
To create a new alert:
- Click New.
- Select Alert Type from the drop-down menu.
- Provide a name for the new alert in the Alert Name field and click Create.
- In the Settings tab, provide all the necessary information for the alert.
- In the Recipients tab, select Email or Work Queue or both as Delivery Methods.
- Select the list of recipients for the alert from the Available list.
- Click Save.
Click Publish to publish the alert.
Info title Note You must first publish an alert before using it.
The Activity tab provides information about an alert. You can find out when the alert was created, any event that occurred, when the alert was last triggered and what action was taken. Enter the Start Date and End Date and click Search to filter the list to a specific date range.
The History tab provides details about all the changes made to the alert. Enter the Start Date and End Date and click Search to filter the list on a specific date range.
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