Manage Workforce Intelligence Rules

Required permissions: Rules Create

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

Create WFI Rules

  1. Click the app selector and select Workforce Intelligence.

  2. Click Rules.

  3. Click Create New.
  4. In the Rule name and description section, enter a Name and Description, and select a Rule Type.

  5. In the Range of recurrence section, select a Frequency, Start Date/Time, and End for the rule.

  6. If you don't want to set conditions for the rule, select the No Condition checkbox and skip to step 16.
  7. In the Conditions section, click Add Condition to configure one or more conditions for the rule. For each condition, select a Data Point, Operator, and Value. If you select a skill-based data point, the rule can have only one condition. If you select an agent-based data point, the rule can use multiple conditions and compound logic.

  8. Click Add this Condition.
  9. If you want to create more conditions, repeat the previous two steps. You can have up to five conditions using agent-based data points per rule. If your condition uses a skill-based data point, you cannot set additional conditions.
  10. When you've finished configuring conditions for the rule, click I'm Done Adding Conditions.
  11. If you set multiple conditions, you are prompted to configure compound logic.

  12. In the Actions section, you can configure multiple actions per rule. Add at least one action:
  13. Click Add this Action.

  14. If you want to configure more actions for the rule, repeat the previous two steps.
  15. When you finish configuring actions for the rule, click I am Done Adding Actions.
  16. Click Create Rule.
  17. To activate the rule immediately, click Activate. You can activate the rule later by editing the rule, but you must activate it before it can be used, even if you configured the Start Date/Time so the rule would start right away.

Copy WFI Rules

Required permissions: Rules Create

You can copy rules you create. This is helpful if you want to use a rule in multiple instances or make minor modifications to an existing rule.

  1. Click the app selector and select Workforce Intelligence.

  2. Click Rules.

  3. Click the rule you want to copy.
  4. Click Copy to open the Create Rule page with values already in place from the existing rule.
  5. Give the rule a unique name.
  6. Make any modifications.
  7. Click Create Rule.

Edit WFI Rules

Required permissions: Rules Edit

You can edit rules that you created. You cannot edit a rule when it's active. You must deactivate it first, then reactivate it when you're finished.

  1. Click on the rule you want to edit.

  2. Click Deactivate in the top right corner.

  3. Click Edit.

  4. Make your changes and click Done. To reactivate the rule, click Activate.