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Function documentationAlerts and Messages

 

These functions display texts on your page to alert you about items or situations that require your immediate attention. There are three types:

  • Alerts

    Alerts are predefined by system administrators or Interaction Center (IC) managers to be triggered by certain events in the system.

  • Messages

    There are three types of messages: informational, warning, and error.

  • Broadcast messages

    IC managers send broadcast messages. These messages scroll across the message area.

Features

  • Placement on page

    Alerts appear in the alerts area, system messages appear in the system messages area, and broadcast messages appear in the broadcast messages area of the Interaction Center WebClient User Interface.

  • Alerts

    • If more than two alerts appear, an arrow appears, which allows you to page through alerts in pairs.

    • All alerts disappear when you choose End.

  • Broadcast messages

    New messages scroll across the broadcast messaging area. High priority messages appear as bold text. Messages are sorted by priority (default setting), that is, the higher priority messages appear first. Within each priority group, messages are sorted by expiration time (those set to expire earlier appear first).

    If you choose a scrolling message, a dialog box appears. You can use this dialog box to:

    • Navigate through the list of messages and display each message individually, along with its priority

    • Mark messages as read or unread

    • Filter messages according to status New, Read, or Past

    Changes made in the dialog box are reflected in the scrolling broadcast messages only after you close the dialog box.

Activities

IC agents can read alerts and broadcast messages and then remove them from their pages, if desired. All messages and alerts, including those that have expired, are stored in the log and can be reviewed at any time.

Example

Alerts

Marcus is a customer service representative at an interaction center. He accepts a call from Ms. Anna Glenn and confirms her identity in the system. The following alert appears:

Service order 00225

Marcus asks Ms. Glenn if she is calling regarding this order. She says that she would like to know the status of the service order. Marcus simply chooses the link to the service order and can inform Ms. Glenn of its current status.

Broadcast Messages

An IC manager at an interaction center for San Francisco's power provider is informed about an outage in section 14 of the power grid. She uses broadcast messaging to instantly send a message to all the IC agents and other managers informing them of the outage.