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.
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
There are two exit paths for the panel:
Default: The Default path is taken upon regular panel execution.
Error: This path is taken if there was an error.