Rules allow you to automatically perform actions based on conditions you specify.
Here are a few examples how Rules can be used:
- To automatically clock an agent out that forgets to clock out
- To send a notification to a customer support manager alerting them that a ticket is taking an agent longer than expected
- To automatically shift an agent to UNTRACKED TIME if they are inactive/stuck on a task for a long time
- To keep your data accurate & clean by automatically deleting timesheets if an agent is clocked in for a long time.
How to access rules:
Rules can be access via Admin > Rules
How to add rules:
Add new rules as shown in the screenshot below: