Function documentationBroadcast Messaging

 

Interaction Center (IC) managers can send messages to IC agents in real time using broadcast messaging. They can also create and maintain distribution lists for broadcast messaging and display sent messages. IC agents can receive messages, but cannot send messages.

IC managers can access broadcast messaging under Start of the navigation path Managing Operations Next navigation step Broadcast Messaging End of the navigation path.

Prerequisites

You have made the settings for broadcast messaging in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Additional Functions Next navigation step Define Broadcast Messaging Profiles End of the navigation path.

Features

  • Profiles

    The first time you log in to broadcast messaging, you must select a default profile. On the Profile Selection tab page, select your default profile and click Save as Default. You must leave and re-enter the broadcast messaging page for this setting to take effect.

  • Distribution lists

    To create or maintain distribution lists, click Maintain Distribution Lists. Broadcast messaging profiles contain an organizational ID, which is a list of agents. When you create distribution lists, the names that appear in the input help for Add User come from the organizational unit entered in the broadcast messaging profile. You can also copy an existing distribution list, delete a user from a distribution list, or delete a distribution list. The default distribution list is the one that appears first alphabetically.

  • Themes

    You can define themes for broadcast messaging in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Additional Functions Next navigation step Define Themes for Broadcast Messages End of the navigation path.

    Once a theme has been defined in Customizing, it is available for selection when creating a broadcast message. The theme affects the appearance of broadcast messages by changing, for example, the font style and color. You can also preview the theme. Once you select a theme, an example text is displayed with the theme applied.