LV23 Pop-Out Help

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changes.mady.by.user Pallavi Gangadharaiah

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changes.mady.by.user Chaitra Ramaprasad

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  • Alerts - Messages of importance that are automatically or manually launched to alert individuals to an event or situation that might need their attention.
  • Posts - Any message that can be viewed by anyone in the organization or directed to a select group of people.
  • Notifications - Messages that are launched automatically from the Work Queue to notify individuals about events, such as a new task, overdue task, and so on. You can initiate a notification from the WFM Agent Scheduling screen
  •  screen when a new agent schedule is published or from the
    U-CRM interface to draw attention to a specific account, ticket, or contact    .

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Expand
titleFiltering for Specific Records

To filter for specific types of records:

  1. Click to filter.
  2. In the Filter window, select Types from the Available list and click the arrow to move the item to the Selected list.
  3. Click Apply.
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titleCreating a New Poll or New Post

To create a New Poll or New Post:

  1. Click Image Removed from the top banner after you navigate  Navigate to the Alerts, Posts, or Notifications page from the main Work Center page.
  2. Click Image Added from the top banner and select New Post. The New Post window is displayed.
  3. Choose Visibility from the drop-down list. If you select Specific Agent Teams, Specific Agents, Specific Call Centers, Specific Services, or Specific Users, enter the usernames in the Select Users window. Use <> Image Added to search for specific users.
  4. Enter the Post Title ( for a the new post) and Poll Title (for a new poll).
  5. Enter the Post Body (for a new post) and Poll Body (for a new poll)post body for the new post.
  6. Select Allow Replies, Allow Likes, Mark as Important, and Notify on Reply as required. You can select as many as you requirerequired.
  7. Select Click Create Post (for a new post) or Create Poll (for a new poll) to send the new post.
    Info

    You can save the draft using the Save Draft option if you intend to modify it and then send it at a later time/date.

  8. To send the post /poll laterat a later time/date, click the arrow next to the Create Post button and select Send Later. You will be are asked to enter a date in the Schedule Date field.
  9. Click Send Later.
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titleCreating a New Poll

To create a New Poll:

  1.  Navigate to the Alerts, Posts, or Notifications page from the main Work Center page.
  2. Click Image Added from the top banner and select New Poll. The New Poll window is displayed.
  3. Choose Visibility from the drop-down. If you select Specific Agent Teams, Specific Agents, Specific Call Centers, Specific Services, or Specific Users, enter the usernames in the Select Users window. Use Image Added to search for specific users.
  4. Enter the Post Question for the new poll.
  5. Select the Expiration Date using Image Added.
  6. Select Allow Replies, Allow Likes, Mark as Important, and Notify on Reply as required. You can select as many as required.
  7. Enter Answer 1 and Answer 2. If you want to provide more options for the poll, click Add Answer to add as many options as you prefer.
  8. Select Create Poll to send the new poll.
    Info

    You can save the draft using the Save Draft option if you intend to modify it and then send it at a later time/date.

  9. To send the poll at a later time/date, click the arrow next to the Create Poll button and select Send Later. You are asked to enter a date in the Schedule Date field.
  10. Click Send Later.
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titleCreating a New Reminder

To create a New Poll:

  1.  Navigate to the Alerts, Posts, or Notifications page from the main Work Center page.
  2. Click Image Added from the top banner and select New Reminder. The New Reminder window is displayed.
  3. Enter the Reminder Title for the new reminder.
  4. Enter the body for the reminder.
  5. Enter a date in the Schedule Date field.
  6. Click Save.



Expand
titleAlerts
  1. When you select Alerts, tabs such as Inbox, Completed, and Sent are displayed. Click the My Task Only check box to see only alerts related to your tasks.
  2. Click again on a specific alert to obtain more information.
    • The Details tab provides information, such as who created the alert and for whom, any comments received for the alert, and so on.
    • The Info tab provides information, such as Threshold, Check Frequency, and Notification Frequency for the alert.
    • The Audit tab provides information regarding the changes made and the date/time of the changes made to the alert.

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