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            Email Notifications for Intraday Management

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            Email Notifications for Intraday Management

            Email Notifications for Intraday Management An email notification is sent to an agent when they’re assigned a shift, a shift’s job profile changes, or a shift segment on an assigned shift changes. Notifications are sent to the address in the Email field on an agent’s user profile.

            Required Editions

            Note
            Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
            View supported editions.
            User Permissions Needed
            To receive email notifications from Intraday Management: Workforce Engagement Agent

            Email notifications are turned on when Intraday Management is enabled in Setup. Email notifications are sent to the email address in the Email field on an agent’s user profile.

            Agents are emailed when these changes occur.

            • The agent is assigned to a published shift that ends in the future. The email includes the shift number and the start and end dates and time.
            • The job profile associated with the agent’s assigned shift change. The email includes the affected shift and which job profile is now in place. To qualify for the notification, the assigned shift must be published with a future end date.
            • The shift segment type associated with the agent’s assigned shift segment change. The email includes which segment type the agent is now assigned to and the segment’s start and end dates and time. To qualify for the notification, the assigned shift must be published with a future end time. The associated shift segment must also end in the future.
            • The agent is assigned to a new shift segment, overriding a previous shift segment assignment. The email includes which segment type the agent is now assigned to and the segment’s start and end dates and time. To qualify for the notification, the assigned shift must be published with a future end time. The associated shift segment must also end in the future.

            You can also set up an approval process and flow to let agents accept or reject shift changes after they’ve been notified.

            All email notifications are activated when you enable Intraday Management; it’s not possible to only activate certain notifications. You can disable email notifications using the API.

             
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