Alerts in Schedule Scenarios
Updated
The Alerts functionality within Schedule Scenarios enables Workforce Managers to resolve conflicts directly within the scenario interface. This feature eliminates the need to navigate to separate pages, making conflict resolution a part of the Schedule Scenario management workflow.
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.
The Alerts pane shows all existing alerts for the selected Schedule Scenario. You can narrow down the alerts using the date range selector. After applying a date range, only alerts within that range will be shown. Use the search bar to search for alerts by the agent’s name.
You can also filter alerts by agent name or by alert type. The following alert type filters are available:
Master Schedule Synchronization
Leave Alerts
Work Contract Policy Violation
Day Off Policy Violation
Assignment Policy Violation
Seat Utilization Violation.
Clicking on the date range of an alert takes you directly to the corresponding agent’s profile or relevant section.
The alerts in the Alerts Pane are also grouped according the alert types mentioned above.
Alerts Categorization
The Alerts pane in a Schedule Scenario displays all alerts related to scheduling violations, Time Off conflicts, and other miscellaneous issues. The Schedule Scenario alerts also have different severity levels, categorized as Hard Alerts and Soft Alerts.
Hard Alerts: These alerts must be resolved before you can publish a Schedule Scenario. In the case of partial publishing, all Hard Alerts must be cleared for the time period being published.
Soft Alerts: These alerts indicate that a violation has occurred, but they do not prevent you from publishing the Schedule Scenario.
The following table provides an overview of the supported alerts and their severity:
Alert Category | Alert Name | Alert Severity |
Schedule Policy Alerts | Work Contract Policy Violation | Soft Alert |
Day Off Policy Violation | Soft Alert | |
Assignment Policy Violation | Soft Alert | |
Seat Utilization Violation | Soft Alert | |
Time Off Alerts | Time Off Conflict | Hard Alert |
Time Off Unassigned | Hard Alert | |
Master Schedule | Master Schedule Synchronization Alert | Hard Alert |
Schedule Policy Alerts
Schedule Policy Alerts notify you when a Schedule Scenario violates Schedule Policies assigned to agents. These alerts help identify issues such as conflicts with work contracts, day‑off rules, or assignment policies, ensuring schedules remain compliant and aligned with organizational guidelines
Work Contract Policy Violation
The Work Contract Policy Violation is triggered when an agent’s Shift violates employment contract terms. Common causes include exceeding maximum daily/weekly hours, missing minimum rest periods, or breaching consecutive workday limits.
Day Off Policy Violation
The Day Off Policy Violation is triggered when an agent’s schedule violates the Day Off policy, for example, scheduling work on a mandatory Day Off, assigning a Day Off on an invalid day, or failing to maintain the required gap between Days Off.
Assignment Policy Violation
The Assignment Policy Violation is triggered when assigned Shifts do not comply with configured Assignment Policy rules, typically indicating a mismatch in Shift Patterns.
Seat Utilization Violation
The Seat Utilization Violation alert is triggered when seat utilization does not align with the configured split between Work from Office and Work from Home. Seat Utilization is customized while configuring Work Contract-type Schedule Policy under the Agent Work Mode Split option.
Time Off Alerts
Time Off Alerts help identify issues related to agents’ approved Time Off requests within a Schedule Scenario. These alerts highlight situations such as conflicts between scheduled shifts and approved Time Off, or cases where Time Off cannot be automatically assigned.
Note: Time Off alerts are hard alerts, meaning they must be resolved before the Schedule Scenario can be published.
Time Off Conflict
The Time Off Conflict alert is triggered when an approved Time Off request does not align with the agent’s currently assigned shift duration. This alert can be triggered when the approved Time Off request falls partially or entirely outside the agent’s scheduled Shift. For example, an agent may have a shift from 9:00 AM to 3:00 PM, but their approved Time Off request is for 2:00 PM to 5:00 PM.
To resolve this alert, you must adjust the shift’s start and/or end time so it matches the approved Time Off. You can do this by using the Revise Shift option or by dragging the shift boundaries directly in the graphical schedule view.
Note: Rejecting Time Off Conflict alerts will reject the agents' already approved Time Offs.
Once the Time Off request duration fully fits within the updated shift, the alert transitions to the Time Off Unassigned alert type. In this section, click the Add button associated with the alert to apply the Time Off to the agent’s schedule.
The Add All button becomes available when multiple alerts of the same type are present and all of them have been resolved.
Time Off Unassigned
The Time Off Unassigned alert is triggered when the Time Off request is created or approved after the Schedule Scenario has been created but not yet published, and the agent has a Day Off or has no shift assigned.
To resolve this alert, click the Add button associated with the alert to apply the Time Off to the agent’s schedule. You can add the approved Time Off even if the agent has a Day Off on that day.
The Add All button becomes available when multiple alerts of the same type are present and all of them have been resolved.
If a day that was previously marked as a Day Off is later changed to a working shift, the system re-evaluates any existing Time-Off entries. In such cases, the system re-triggers Time-Off Alerts for the affected period to ensure the Time-Off is validated against the newly added shift.
Time Off Unassigned Trigger Logic
When a Time Off request is approved for a date range that exceeds the Schedule Scenario duration, Time Off Unassigned alerts are generated only for the overlapping dates within the Schedule Scenario. The following examples explain how the system determines the duration over which the alert validation check is applied.
Example 1: If a Time Off request extends beyond the end of the Schedule Scenario, the system evaluates it only up to the last day of the scenario. For example, if the schedule runs from August 1 to August 15 and the Time Off request spans August 4 to August 20, the system checks time off only from August 4 through August 15.
For night shifts on the last day of the Schedule Scenario, the system extends the validation window to include the shift’s end time on the following day. For example, if the last scheduled shift on August 15 runs from 11:00 PM to 5:00 AM on August 16, the system checks time‑off coverage up to 5:00 AM on August 16.
Example 2: If a Time Off request starts before the schedule begins, the system evaluates it only from the first day of the schedule onward. For example, if the Schedule Scenario runs from August 1 to August 15 and the Time Off request spans July 15 to August 7, the system checks time off only from August 1 through August 7.
Master Schedule Synchronization Alert
The Master Schedule Synchronization alert is triggered when a Schedule Scenario contains unpublished changes that conflict with the latest data in the Master Schedule. Any updates made to an agent’s schedule, such as Time Off, Shift Trade, Shift Change Requests, or Overtime Requests, are immediately reflected in the Master Schedule and in the agent’s My Schedule view. However, these updates will not automatically appear in a Schedule Scenario if the scenario contains conflicting, unpublished modifications.
When such conflicts exist, the Alerts pane displays all items requiring synchronization under the Master Schedule Synchronization alert category. To resolve these alerts, click the Sync button next to each item. This action makes the Master Schedule overwrite only the part of the Schedule Scenario where out-of-sync data was detected for the agents. All other details of the Schedule Scenario will remain unchanged.