The Agent Announcement feature allows an Admin to broadcast messages to all Agents. When Agents log into their Dashboard, they will see the message either as a popup box or by accessing an inbox.
To create or view Announcements, an Admin will navigate to an Agent Announcement page under the Utilities menu.
Agent Announcements list page with menu location and Add New Announcements outlined:
- To create an Announcement, an Admin will select ‘Add New Announcement.’
- In the detail page select/add the following:
- Type – Select from Immediate Alert (will display as a popup when Agents log in) or Announcement (will just go into an inbox)
- Agent Status – Default is All Statuses, but specific types can be selected: Active, Dormant, Pending, Probation, Terminated, and Terminated for Cause.
- Subject – Short description allowing up to 150 characters.
- Announcement – body of message allowing up to 1500 characters.
- Announcements can be edited.
- Announcements can be recalled (but then cannot be edited).
- When Agents log into their Dashboard, Announcements sent as an Immediate Alert will create a popup displaying the details of the message.
- Agents will also see a new bell icon in the upper right corner to view announcements. There will be a red circle on the bell with the number of unread Announcements.
- Selecting an announcement from the inbox will open a page to display the details.
Page after selecting Add New Announcement:
Example of an Announcement with Immediate Alert selected:
When creating or editing an Announcement and Save selected, an ‘Are you sure…’ message displays:
Agent Announcement list page with horn icon (for Immediate Alert) and choices to Edit/Recall outlined:
Agent Dashboard showing the popup for an Announcement sent as an Immediate Alert:
Header in Agent Dashboard showing icon to access Announcements with indication there is one unread:
Announcements list page in the Agent Dashboard with unread message in bold:
The Audit Report can be used to view changes to Agent Announcements.