Assigning Notification Schemes to AgentsIf you want to send email notifications to appropriate personnel when agents go offline, you can configure and assign notification schemes to specific agents.
For details on configuring notification schemes See Configuring Email Notifications .
To assign a notification scheme to an agent:
Navigate to Management > Resources.
Select the Agents tab.
Click the edit icon beside the agent for which you want to send notifications.
In the Notification Scheme field, select the scheme you configured for this purpose.