Answering your agents’ requests
If an agent wants to switch to wrap-up, start an activity or log off, a supervisor can decide on it. The request goes to
- the first logged-in supervisor who shares a skill and a language with the agent — if the activity is set up so that a supervisor approves it;
- otherwise the first such supervisor who has turned on the Answer requests switch under Settings › Special settings.
If there is none, the skill restrictions decide — see When permission is required.
A request appears in the foreground as the Permission requested window. It names the agent, what the request is about — Wrap-up, Activity or Logoff — and, if applicable, the activity. Click Grant or Deny. If you grant it, the agent switches immediately; if you deny it, they see Action not permitted.
Team message
With Team Message in the Actions group, you send a message to all logged-in agents of certain skills — for example a notice about a fault that is causing many calls.
- Click Team Message.
- Write the message.
- Choose the importance: Information, Warning or Error.
- Select Priority if the message should stay on screen until the agent closes it.
- Choose the skills whose agents receive the message.
- Click Send.
Reset clears the form, Cancel closes it. If the text is missing, Message missing appears; if the skill is missing, No skill selected.
Message to an agent
To write to a single agent, use the Agents module: right-click the agent, Send message. The same form opens, just without the choice of skills.
What the agent sees
The agent sees a message Message from: with your name and, below it, From supervisor: with your text. A message with priority stays until the agent closes it; the others disappear after a short time. All messages are collected in the agent’s information center. The agent cannot reply to them.