Right now, only out of adherence and schedule change alerts can be sent to agents via Slack DM. Other alerts - like agent state duration thresholds - can only be sent to public channels, which makes them easy to miss for an individual agent and creates unnecessary noise for those agents or leaders not impacted.

Specifically, we would like to notify an agent staying too long in a state such as “wrap up” or “meal.” Direct messages would make these notifications more actionable, improve agent accountability, and reduce clutter in team channels. We'd love to see more flexibility in what thresholds can be set up for notification and routed via DM.