Action Management Report Page

You can open the Action Management Report page from either the Map for one alert, from the Alerts window for a single alert, or from the Alert Management module for one or more alerts. From this page, you can add key action reports to the alerts.

You can also add a key action report which has no associated alert—for example, for a preventative action. You can only do this from the Alert Management module. To maintain existing key action reports, you must open the Action Management Reports page from the Alert Management module.

The Action Management Report page includes four sections that expand and collapse:

• Alerts—The current values of the alert selected on the Contact Center Advisor or Workforce Advisor map or the Alert Management module.
• Key Action Reports—A table of the existing key action reports.
• Key Action Report Details—The details of the key action report.
• Follow Up—The results and success of the action taken and the lessons learned.

From the Action Management Report page you can:

• Add a report to assign an action or enter the details of the key action taken to resolve one or more rule violations. See Adding a Key Action Report from the Map.
• Delete an alert from an existing key action report. See Modifying a Key Action Report.
• Display or edit a key action report. See Modifying a Key Action Report.