Agent Messaging

Required permissions: Agent Messaging Create

Agent messaging allows you to create short messages which appear to agents when they log in to their agent application. You can choose to send a message to one or more agents, to one or more teams, to one or more stations, or to everyone. The character limit is 1024 for these messages.

Create Agent Messages

The Create New Agent Message page in ACD, with fields for To, Subject, and Duration. Includes a text box and a Send Message button.
  1. Click the app selector and select ACD.

  2. Go to ACD Configuration > Agent Messaging.

  3. Click Create New.
  4. In the To field, select the type of message recipients from the drop-down.
  5. Select the checkboxes to the left of the possible recipients. You can Search for specific recipients if the list is long.
  6. Enter a value in the Subject field. This field can contain up to 100 characters.

  7. If you are using a CXone Agent Suite application, use the Duration field to enter the number of minutes you want the message to remain in the notification panel after the agent logs in. In the CXone Agent Suite, all messages automatically display as pop-ups for 5 seconds.

    The message displays as a pop-up for 5 seconds.

    The message is displayed as a pop-up. A red number 1 icon also displays next to the Notifications icon, indicating the number of messages the agent's received.

    Because its Duration has been set to 3, it remains in the notification panel for 3 minutes.

    When the agent clicks the Notification icon, the message appears.

     

  8. If you are using MAX, use the Expire Date and Expire Time fields:
    1. In the Expire Date field, enter a date. You can manually type a value or use the date picker. The default value is the current day.
    2. In the Expire Time field, enter a time. The value auto-formats as you type.
  9. In the text field, type the body of the message, optionally using the available formatting tools such as font family, font size, color, and so forth. The body can contain up to 1,024 characters, including the HTML tags if you style your message. Each message contains one set of <P></P> HTML tags at a minimum.
  10. Click Send Message.