System Notifications now enable you to send an alert to all members of your Organisation.
Administrators, Campaign Managers, QA Managers, and Team Leaders are the only members who are able to send out Alerts.
Created Alerts will be available at all times for the above-mentioned members to view, but the alerts counter at the top of the Dashboard will reset at 12:00 am every night.
On your Administration Dashboard, you can locate Alerts at the bottom of your Dashboard.
Once you have selected Alerts, you will be able to see all previous Alerts sent out to members as well as create a new one. Select the “Plus” icon to create a new Alert.
Select the “Trigger” type of either a once-off alert, a QA score alert, or a Survey score alert.
You can select the priority of the Alert to be either low, medium, or high.
The Audience Type selection enables you to send the alert to your entire Organisation, a specific Business Partner or Contact Center, Team, or just one Member.
After that selection, you can then select the Audience within the Audience Type.
Team Leaders, QA and Campaign Managers can only select between Teams and specific Members.
The Name and Message within the Alert are mandatory fields.
Click on “Save” and your message will be sent to the selected members.
After you have sent the Alert, you are able to view the message again.
QA Managers and Campaign Managers:
Both of these members will be able to send Alerts to other members on the left side of their dashboard.
QA Managers can send agents scores directly to them after doing a quality assessment on a call.
Select QA Score and the priority of either low, medium, or high.
Please note that in order for the score that was given on the quality assessment to be displayed to the agent, you need to have the following in the message: $Score%. This will automatically insert the score given to the agent.
For example: "You have received a score of $Score%"
*imp - Remember that a QA must be done on the relevant interaction after the alert has been set up and only then will the alert be sent out to that specific agent.
Team leaders can access and send alerts from the bottom of their dashboard.
How members see Alerts:
The members who have been sent the Alert will receive a “pop up” to notify them of the Alert
The Alert counter at the top of their page will also notify them of the incoming alert.
Once they have selected the Alert, they are able to view the alert.