Alerts in Schedule Scenarios
Updated
The Alerts functionality within Schedule Scenarios enables Workforce Managers to resolve Time Off conflicts directly within the scenario interface. This feature eliminates the need to navigate to separate pages, making conflict resolution a seamless part of the Schedule Scenario publishing workflow.
Currently, the Alerts in Schedule Scenario support the following situations:
A Time Off request is created and approved after the Schedule Scenario is created or published, meaning either in Draft or Published state.
An approved Time Off request falls completely or partially outside the scheduled Shift.
Note: You can publish Schedule Scenarios only when all Alerts have been resolved.
Note: Only approved Time Off requests will generate alerts.
View Alerts in Schedule Scenarios
Prerequisites for viewing alerts in Schedule Scenarios:
Workforce Management should be enabled for the environment.
You must have access to the Workforce Manager Persona App.
View permission under the Scheduling section in the Workforce Management module.
Follow these steps to access the Alerts Pane in Schedule Scenario:
Go to the Workforce Manager Persona App.
Select Scheduling from the Left Pane to open the Schedules Record Manager. Ensure Schedule Scenarios is selected in the Left Drawer.
Click the View Schedule (eye icon) button corresponding to the Schedule Scenario to be viewed. This will open a detailed view of the Schedule Scenario.
Click the Alerts button at the top of the page to open the Alerts section from the Third Pane.
Time Off Approved After Schedule Scenario Creation or Publishing
Approved Time Off Falls Within Scheduled Shift Interval
In this situation, the Time Off request was approved after the Schedule Scenario was created or published, meaning either in Draft or Published state. As a result, the agent has both a scheduled Shift and an approved Time Off for the same period.
To resolve this conflict, Workforce Managers can click the Add or Reject button next to each affected agent to assign or reject the approved Time Off for that interval. If multiple Alerts are present, managers can use the Add All or Reject All button to replace all conflicting scheduled Shifts with the approved Time Off or reject them in one action.
Note: Rejecting Time Off Alerts will reject the agents' already approved Time Offs.
Note: You cannot assign Time Offs on days that are already scheduled as Day Offs. In this case, the Add button will become inaccessible.
Note: For Manual and Imported Schedule Scenarios, if agents do not have scheduled Shifts, Shifts must be assigned before Time Off can be applied.
Approved Time Off Falls Outside Scheduled Shift Interval
In this scenario, the approved Time Off request falls partially or entirely outside the agent’s scheduled Shift. To resolve this alert, the Workforce Manager must manually adjust the Time Off interval on the schedule timeline, either by dragging and dropping or resizing it, so that it fits entirely within the scheduled Shift. Alternatively, they can click Reject to decline individual Time Off requests, or Reject All to decline all of them at once.
Note: Rejecting Time Off Alerts will reject the agents' already approved Time Offs.
Once the Time Off interval is adjusted to fall completely which the scheduled Shift timing, this Alert will convert to the Time Off Falls Within Scheduled Shift type. Follow the steps mentioned in the above section to resolved this Alert.