The “Notify Agent in Queue Panel” is a feature that allows for an in-app notification to be sent to an agent who is currently logged into a queue. This notification is designed to be non-intrusive and will not block any current agent to customer activity.
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Here are the key parameters that need to be defined:
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Using the panel
This panel can be useful for giving agents advance notice of changes in their queue, important interactions to address, and other matters that may need extra care or emphasis.
For example, if your Logic is configured to detect when a caller has been transferred frequently (e.g., using the Customer360 panel), you may want to notify an agent that you want to address this specific caller. Adding a Notify Agent in Queue panel will allow you to give that agent advance notice before receiving that caller, along with any additional information that might be helpful in assisting the caller.
Configuration
Set as Flow Initiator: By selecting "Set as Flow Initiator," this panel will serve as the starting point of the IVR flow, before proceeding to subsequent panels within the Logic+ flow.
Panel Name: It is recommended that you choose a name and keep it consistent. You will also need to specify the variable name to update. If the variable does not exist, it will be created.
Panel Description: It is recommended to provide a clear description of the panel, detailing its purpose and functionality. This is akin to documentation, making it easier for others to understand and identify its intended use when they encounter it.
Agent Email Address: This is the email address of the agent who will receive the notification. It is important to ensure that the correct email address is entered to ensure that the notification is sent to the right agent.
Title: This is the title of the notification that will be displayed to the agent. The title should be concise and clearly indicate the purpose of the notification.
Body: This is the body of the notification that will be displayed to the agent. The body should contain the relevant information that the agent needs to know.
Exit Paths
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There are two exit paths for the Notify Agent in Queue Panel feature:
Default: This exit path is triggered when a new interaction is successfully added to the queue. In this case, the notification will be sent to the agent as configured.
Invalid Input: This exit path is triggered when one or more of the configuration inputs are invalid. In this case, the notification will not be sent, and an error message will be displayed to the user.
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: Use the dropdown menu to select another panel in your flow. Any output from this panel will advance to the linked panel.
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Double-check all information. Ensure that the email address is correct so that the notification reaches the correct agent when your Logic is live. |