Manage notification settings

In Notification settings, you can enable or disable rules for notifications your Business unit. There are five types of notifications:

  • Shift Bidding window closing - Notifies agents who are part of a shift bidding process but have not placed their bid.

  • Absence request submitted - Notifies supervisors if the agent submits an absence request and its status is pending.

  • Absence request auto-approved - Notifies supervisors if an agent's absence request was approved automatically.

  • Absence request manually approved - Notifies supervisors if an agent's absence request was manually approved.

  • Absence request denied manually - Notifies supervisors and agents if an absence request was manually denied.

For further information about the agent view, see Manage your notification settings.

Prerequisites

  • This feature is available for Cloud customers only.

  • You have the Web > WFM settings > Notification settings permission

  • In order to receive absence request notifications, you must have at least one role that is not the Super Admin role and has Web > Requests permission to access the Requests tool. Calabrio has purposefully disabled notifications for the Super admin role to avoid spam.

  • You have configured the organization hierarchy for team leaders or reporting managers. For more information about how to add a team leader to team, go to Configure the organization hierarchy for WFM. For more information about how to add a reporting manager to a team, go to Manage WFM user information.

Page location

WFM > WFM settings > Notification settings

Procedures

Enable or disable the rules for notifications for closing shift bidding windows

Configure notification settings for closing shift bidding windows. If you enable these notifications, they become available for users in each business unit to customize.

NOTE   For information about how to configure notification settings as a user in a business unit, see Change password and view settings for WFM.

  1. At the top level, toggle the Shift bidding window closing rule slider on or off. If you toggle it on, proceed to step 2. If you toggle it off, no further steps are required.

  2. Click the Shift bidding window closing drop-down list and toggle the following rule sliders on or off:

    • In app bell

    • Desktop browser

      NOTE   You must ensure that you have enabled notifications in your browser settings and you computer settings.

    • In app pop up

    • Mobile (push)

  3. Click Save.

Enable or disable the rules for absence request notifications

Enable or disable notifications for submitted absence requests

Configure notification settings for absence requests, so that supervisors are notified if an agent submits an absence request. If you enable these notifications, they become available for reporting managers and team leaders in each business unit to customize.

NOTE   For information about how to configure absence request notification settings as a reporting manager or team leader in a business unit, see Change password and view settings for WFM.

  1. At the top level, toggle the Absence request submitted rule slider on or off. If you toggle it on, proceed to step 2. If you toggle it off, no further steps are required.

  2. Click the Absence request drop-down list and toggle the following rule sliders on or off:

    • In app bell

    • Desktop browser

      NOTE   You must ensure that you have enabled notifications in your browser settings and you computer settings.

    • In app pop up

  3. Toggle the following rule sliders on or off to choose which recipients should receive the notification:

    • Agent

    • Reporting manager

    • Team leader

    • Click the By role field and select one or more roles

    NOTE   The recipients are based on the roles that you configured for your organization hierarchy. For more information about how to add a team leader to team, go to Configure the organization hierarchy for WFM. For more information about how to add a reporting manager to a team, go to Manage WFM user information.

  4. Click Save.

Enable or disable notifications for auto-approved absence requests

Configure notification settings for absence requests, so that supervisors are notified if an absence request is auto-approved. If you enable these notifications, they become available for reporting managers and team leaders in each business unit to customize.

NOTE   For information about how to configure absence request notification settings as a reporting manager or team leader in a business unit, see Change password and view settings for WFM.

  1. At the top level, toggle the Absence request auto-approved rule slider on or off. If you toggle it on, proceed to step 2. If you toggle it off, no further steps are required.

  2. Click the Absence request drop-down list and toggle the following rule sliders on or off:

    • In app bell

    • Desktop browser

      NOTE   You must ensure that you have enabled notifications in your browser settings and you computer settings.

    • In app pop up

  3. Toggle the following rule sliders on or off to choose which recipients should receive the notification:

    • Agent - It is permanently enabled because agents must always received these notifications.

    • Reporting manager

    • Team leader

    • Click the By role field and select one or more roles

    NOTE   The recipients are based on the roles that you configured for your organization hierarchy. For more information about how to add a team leader to team, go to Configure the organization hierarchy for WFM. For more information about how to add a reporting manager to a team, go to Manage WFM user information.

  4. Click Save.

Enable or disable notifications for manually approved absence requests

Configure notification settings for absence requests, so that supervisors are notified if an absence request is manually approved. If you enable these notifications, they become available for reporting managers and team leaders in each business unit to customize.

NOTE   For information about how to configure absence request notification settings as a reporting manager or team leader in a business unit, see Change password and view settings for WFM.

  1. At the top level, toggle the Absence request manually approved rule slider on or off. If you toggle it on, proceed to step 2. If you toggle it off, no further steps are required.

  2. Click the Absence request drop-down list and toggle the following rule sliders on or off:

    • In app bell

    • Desktop browser

      NOTE   You must ensure that you have enabled notifications in your browser settings and you computer settings.

    • In app pop up

    • Mobile (push)

  3. Toggle the following rule sliders on or off to choose which recipients should receive the notification:

    • Reporting manager

    • Team leader

    • Click the By role field and select one or more roles

    NOTE   The recipients are based on the roles that you configured for your organization hierarchy. For more information about how to add a team leader to team, go to Configure the organization hierarchy for WFM. For more information about how to add a reporting manager to a team, go to Manage WFM user information.

  4. Click Save.

Enable or disable notifications for manually denied absence requests

Configure notification settings for absence requests, so that supervisors are notified if an absence request is manually denied. If you enable these notifications, they become available for reporting managers and team leaders in each business unit to customize.

NOTE   For information about how to configure absence request notification settings as a reporting manager or team leader in a business unit, see Change password and view settings for WFM.

  1. At the top level, toggle the Absence request manually denied rule slider on or off. If you toggle it on, proceed to step 2. If you toggle it off, no further steps are required.

  2. Click the Absence request drop-down list and toggle the following rule sliders on or off:

    • In app bell

    • Desktop browser

      NOTE   You must ensure that you have enabled notifications in your browser settings and you computer settings.

    • In app pop up

  3. Toggle the following rule sliders on or off to choose which recipients should receive the notification:

    • Agent

    • Reporting manager

    • Team leader

    • Click the By role field and select one or more roles

    NOTE   The recipients are based on the roles that you configured for your organization hierarchy. For more information about how to add a team leader to team, go to Configure the organization hierarchy for WFM. For more information about how to add a reporting manager to a team, go to Manage WFM user information.

  4. Click Save.

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