This feature sends notifications to one or more users when a record has gone unworked for a specified duration. Before using this feature, you’ll need to configure your Workload Settings to specify what qualifies as an “unworked” record.
Follow these steps to enable unworked record notifications for one or more routers:
- Create a new router or edit an existing one.
- Scroll to Additional Settings and click SLA Actions.
- Click the Send Email Notification toggle.
- Specify a time interval to wait before sending the notification.
- Select who will receive the notification.
OPTION | DESCRIPTION |
---|---|
Assigned User | Notifies the user the record is assigned to. |
Manager | Notifies the user listed in the Manager field on the Assigned User’s account. |
User | Select a specific user to be notified. |
Email Address | Enter an email address to be notified. |
- (Optional) Click Add Row to include additional recipients.
- (Optional) Select one or more schedules from the Only count down during schedule hours section. See Context Schedules for more information.
- Click the Save button.

Things to keep in mind