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
Here are the key parameters that need to be defined:
Panel Name: This is a unique identifier for the panel. It is recommended to choose a name and not alter 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 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.
Overall, Notify Agent in Queue Panel is a useful feature that helps improve communication between agents and customers. By configuring the panel correctly, agents can stay informed of important events without interrupting their ongoing interactions.