Create/Edit a Workforce Intelligence Rule

Required security profile permissions: Rules Create

Create a WFI Rule

1. Click Admin → Workforce Intelligence → Rules.
2. Click Create New.
3. In the Rule name and description section, enter a Name and Description, and select a Rule Type.
4. In the Range of recurrence section, select a Start Date/Time, Frequency, and End for the rule.
5. If you do not want to set conditions for the rule, select the No Condition checkbox and skip the next four steps in this task.
6. In the Conditions section, click Add Condition to configure one or more conditions for the rule. For each condition, select a Category, Data Point, Operator, and Value.
7. (For ACD Historical rules only): In the Occurrences section, enter a value for either Over the Previous __Day(s) or Out of __Instance(s). The option you see varies based on the selected category and data point.
8. Click Add this Condition.
9. (Optional): Repeat the previous two steps to add more conditions (up to five conditions per rule).
10. When you finish creating conditions for the rule, click I'm Done Adding Conditions.
11. (For multiple conditions only): Configure compound logic.
12. Select the All Agents checkbox to apply the rule to all agents or click the plus sign next to Agents, Agents on Teams, or Skills to limit application of the rule based on that category.
13. In the Actions section, define one or more actions that occur when the rule is met.
14. Click Add this Action.
15. When you finish configuring actions for the rule, click I am Done Adding Actions.
16. Click Create Rule to create the rule and close the page or Cancel to discard the form.
17. To activate the rule immediately, click Activate. You can activate the rule later but you must activate the rule before it can be used, even if you configured the Start Date/Time so the rule would start right away.

Edit a Historical WFI Rule

1. Click Admin → Workforce Intelligence → Rules.
2. If the rule is currently active, click Deactivate and then Edit.
3. Modify the rule as needed.
4. Click Done to save your changes or Cancel to discard the form.
5. To reactivate the rule immediately, click Activate. You can activate the rule later but you must reactivate the rule before it can be used.