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Agentivity's Messaging feature lets you send messages to an individual
agent, a group of agents, or even an entire center. One or more areas
of a Call Center Dashboard can be designed to accommodate messages. The bottom of
the the Contact Center Dashboard is most often used.
Call center messaging lets you send multiple messages that rotate through according to their priority and a timed
schedule. Contact center messaging sends messages that are created in Agentivity Admin by group and call center
managers, or anyone else granted the Message Sending role in Agentivity
Admin. Call Center Agents cannot send messages to one another.
Contact center messaging allows you to send messages that can be display-only, or require an acknowledgement by the reader.
Complete reporting allows managers to review message history by sender
or receiver.
When call center messaging creates a message, a delivery schedule is attached to it as well
as additional rules governing its delivery. This gives you the flexibility
of creating messages for delivery in the future and creating delivery
rules to target the messages to specific call center agents or groups.
Using Rules to Deliver Messages
Agentivity's powerful rules-processing engine lets you create reusable
messages that get automatically sent when certain conditions are met.
A typical example would be a "Congratulations, you've reached your
daily goal," message automatically sent to each agent the minute
they surpass their established daily goal for a particular performance
metric.
More complex rules can be created to evaluate performance over a period
of days or weeks and trigger automated coaching tips to assist struggling
agents. These same trend-based rules can be used to send notifications
to call center group managers that person-to-person coaching may be required.
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