Agent Announcement System
The Agent Announcement System allows Supervisors and administrators to send instant notifications to agent screens. You can quickly communicate important information, such as “Today's campaign code is X” or “There is a system outage; stop taking calls,” to your entire team, specific projects, or individual agents.
- Announcements remain on agent screens for the duration you specify. You can also track who viewed and acknowledged each announcement and when.
- The Agent Announcement System is available free of charge by subscribing through the Product Store.
With the Agent Announcement System, you can:
- Send notifications to all agents, specific projects, or selected individuals.
- Display notifications as a banner, scrolling text, corner notification, or emergency alert.
- Set the notification priority to Information, Warning, or Critical.
- Send notifications immediately or schedule them for a future date.
- Choose how long a notification remains on screen: 15 minutes, 1 hour, 4 hours, until the end of the day, for a custom duration, or until you remove it.
- Track who viewed and acknowledged notifications and when.
- Download read analytics in Excel format.
- Enable notifications to appear in the agent history.
Agent Announcement System Setup Steps
1. Subscribe Through the Product Store
- Log in to the Netsipp portal.
- Click Product Store in the left-hand menu.
- Enter Agent Announcement System in the search field on the page that opens, then select the product.
- The product is available free of charge. Click the Subscribe button to start the subscription process.
- A credit card must be registered to your account to subscribe to free products. If you do not have a registered card, click Add Card in the pop-up window.
- Enter your card details in the relevant fields and click Save.
Once the subscription process is complete, the Agent Announcement System becomes available for use.
2. Configure the Settings
Once the subscription process is complete, the Settings section becomes active on the product details page. Adjust the Display Types, Duration and Limits, and Agent Screen settings according to your needs. Then click Save to save your settings.
Note: You can access and modify your notification settings at any time by navigating to Management Center > Agent Announcement System.
Using Agent Notifications
Once your subscription is activated, the Agent Notifications section appears in the left-hand menu. Click this section to view previously created notifications, track their status and read information, or create a new notification.
The notification list includes the following information:
- Notification
- Sender
- Target
- Status
- Duration
- Read Status
- In Agent History
Send a New Notification
To create a new notification, click the New Notification button on the Agent Notifications screen.
On the screen that opens, fill in the following fields to create your notification.
Who Should See It?
Specify which agents will receive the notification. Select your target audience using one of the following options: All My Agents, Project, or Individual.
Title
Enter the notification title. The title can contain up to 100 characters.
Message
Enter the notification text you want to communicate to agents. The message can contain up to 500 characters.
How Should It Appear?
Choose how the notification will be displayed on agent screens. You can select Banner, Scrolling Text, Corner Notification, or Emergency Alert.
Priority
Set the importance level of the notification. Choose Information, Warning, or Critical.
When?
Specify when the notification should be published. Select Immediately to send it right away or Future Date to schedule it for a later time.
For How Long?
Specify how long the notification should remain visible on agent screens. You can choose 15 Minutes, 1 Hour, 4 Hours, Until the End of the Day, Until I Remove It, or Custom.
Show in Agent History
Enable this option if you want the notification to appear in the agent history. If the option is disabled, the notification will not appear in the agent history after its display duration expires.
Notification Preview
Use the What Will the Agent See? section on the right side of the screen to preview how the notification will appear on agent screens as you create it. This section also displays information about the notification's target audience, start time, and display duration.
- After completing all fields and reviewing the notification preview, click Send to deliver your notification.