Additional Workforce Intelligence Tasks

WFI only works with digital email, chat, and SMS. It does not support any other Digital First Omnichannel messaging or social channels.

Accept or Deny Pending WFI Rule Actions

Required permissions: Pending Rule Actions Edit

The review form for a WFI rule. Shows the rule name, conditions, and actions. Offers a space for the reviewer to type comments. Accept and Deny buttons are at the top.

  1. Click the app selector and select Workforce Intelligence.

  2. Click Pending Rule Actions.

  3. Click anywhere in the row containing the action you want to accept. A review form opens, displaying information about the pending action. To close a section, click the up arrow. To re-open the section, click the down arrow.

  4. If you want to, enter comments in the Review Comment field about why you are approving or denying the action. You can enter up to 150 characters.
  5. Click Accept or Deny. If you approve the actions, they occur immediately.

Configure Notification Settings

Required permissions: Notification Settings Edit

You can determine how you want to be notified when an activity occurs regarding Workforce Intelligence rules.

Notification Settings page in WFI. Shows options for what you want to be notified of, your email address, and the frequency of the notifications.

  1. Click the app selector and select Workforce Intelligence.

  2. Click Notification Settings.

  3. Click Edit.

  4. Configure the Activity, Email, Frequency, and Starting At __:__ fields.

    Field

    Details
    Activity Select the events you want to trigger the notification:
    • Automatic Rule Checks—When an agent meets an automatic rule’s conditions and triggers the configured action.
    • Pending Rule Actions—When an agent meets the conditions of a non-automatic rule and the action requires review and approval.
    • Modified Rules—When a user modifies a rule.
    • Modified Settings—When a user modifies any fields on the Notification Settings page.
    • eLearning/Coaching Assignments—This item is not currently available.
    Email Enter up to three email addresses, separated by commas, that will receive notifications for events you configured in the Activity field. You cannot set up different email addresses for different events. Email addresses receive notifications triggered by every configured activity.
    Frequency

    Choose how frequently the recipients receive notification emails:

    • Immediate—Sends individual notifications as the events occur.
    • Every __ Hour(s)—Sends accumulated notifications in a single email after a specified hourly interval, such as every three hours.
    Starting At Select the date and time when these settings become effective. This setting is disabled when you select Immediate for Frequency.
  5. Click Done.

Create Data Points

This functionality is no longer supported. It will be removed from WFI in a future release.

The Data Point page in WFI. Contains fields for the data point's name, description, category, form, and questions.

  1. Click the app selector and select Workforce Intelligence.

  2. Click Data Points.

  3. Click Create New.

  4. In the Data Point Information section, enter a Name and Description. Your description can be up to 200 characters.

  5. In the Data Point Mapping section, select a Category, Form, and Question. You can only have one question per data point.

  6. Click Create Data Point.