Unworked Record Notifications

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:

1. Create a new router or edit an existing one.

2. Scroll to Additional Settings and click SLA Actions.

3. Click the Send Email Notification toggle.

4. Specify a time interval to wait before sending the notification.

5. 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.

6. (Optional) Click Add Row to include additional recipients.

7. (Optional) Select one or more schedules from the Only count down during schedule hours section. See Context Schedules for more information.

8. Click the Save button.

Keep in mind

• Change made to these settings will not impact assignments that have already been made.