The Alerts feature allows for Team Leaders, Administrators, and QAs to notify their Agents of current events. This can be to wish the team or a certain member a good day or more commonly used to indicate possible concerns.
How to use the Alerts feature as an agent?
Step 1: When looking at your agent dashboard and you receive an alert, the alert notification will be displayed at the bottom of your screen.
Regardless of the view, you are on, this can be the recent activity view or recent conversations the alert will stay present on your dashboard till you have closed the alert.
You can close the alert by selecting the ‘x’.
Step 2: If you wish to view the Alert again you will find an exclamation mark on your hud, this is the icon used for the Alerts feature.
There is an Alert feature on the left side of your agent dashboard with the same functionality as the icon on your hud. Both enable to view received alerts
Step 3: When selecting the alerts icon, you will be presented with the below image enabling you to see the message that was sent, the priority of the alert, date and time the alert was sent.
*imp - The alerts view with reset each day at midnight (00:00).