Documentation:WM:SHelp:NtfcRls:DRAFT

Rules for Sending Notifications

This topic describes the rules that govern when and to whom WFM sends e-mails for each notification type.

Schedule Modifications

When a supervisor changes one or more scheduled days, WFM sends a schedule modification notification to the affected agent in the configured site and to supervisors who have the appropriate security rights.

Schedule Trade Status Changes

After successful saving, WFM uses the specified Subject and Body and the rules listed below when sending notifications to agents and supervisors. In the rules below, the proposing agent is one creating the trade request; the responding agent is the one receiving the proposal.

• Both the proposing and responding agents associated with the selected sites get notified when a trade status is User-declined, User-approved, Auto-declined, Auto-approved, or Cancelled.
• Supervisor(s) associated with the selected sites get notified when a trade status is Pending.
• The responding agent gets notified when the status of a trade proposal is In Review or Open.
• The proposing agent gets notified when the response status of a trade proposal is Accepted, In Review, or Cancelled.

Double-Handshake Trade Proposals

A double-handshake trade proposal works as follows: When Agent A creates a trade proposal for Agent B (or for the community), there is a check box that asks whether or not the agent wants to manually approve the response: Check if you want to manually approve response to this trade proposal.

If this box is not checked, the order of events is:

1. Agent A creates proposal.
2. Agent B accepts proposal.
3. Trade is either automatically approved or goes into In Review state for a supervisor to review and approve, depending on the details of the trade.

If the box is checked, a double-handshake proposal is created. The order of events is then:

1. Agent A creates proposal.
2. Agent B accepts proposal.
3. Agent A needs to approve the response from Agent B.
4. Trade is either automatically approved or goes into In Review state for a supervisor to review and approve, depending on the details of the trade.

The extra approval step (3) allows Agent A to re-confirm that he wants the trade to go through.

Time-Off Bidding

After a successful save, WFM uses the specified Subject and Body and the following rules when sending notifications to agents and supervisors:

• When a supervisor manually changes agent time off in the Calendar module, the affected agent receives a notification.
• When an agent's time-off request is saved in Preferred status, the affected agent, as well as any supervisors with access to the agent's team, are notified.

Time-Off Request Status Changes

After a successful save, WFM uses the specified Subject and Body and the rules listed below when sending notifications to agents and supervisors.

• When a supervisor manually changes agent time off in the Calendar module, the affected agent receives a notification.
• When an agent time-off request is saved in a Preferred status, the affected agent, as well as any supervisors with access to the agent's team, are notified.