Agent notifications are email messages sent to agents to inform them of various events. These include new incoming messages, messages that have been assigned to them, and messages that are forwarded to them using the Forward to External actions. In all cases, an auto response template must be configured for this feature to work. These notifications do NOT rely on filters to trigger the notification. To learn about setting up an agent notification triggered by a filter, see the Send Autoresponse Filter chapter.

 

Agent Notification of New Messages

IService can be configured to send an e-mail notice to agents whenever a new message arrives that they have the skills to answer. These notices will be sent for any topic that has notifications enabled.

 

To set up this feature, you need to configure the following aspects of iService.

 

1. Set Up The Auto Response Template

The message sent to the agent will use the auto response template selected for the topic into which a new message arrives. This template will typically send the agent details about the person that sent a message and details about the message itself. Only auto response templates that are marked as agent notification can be selected.

 

To learn more about creating auto responses, read the Auto Response chapter.

 

2. Select the Template to Send

Each topic within iService has an agent notification template setting. The default setting is to use the Segment Default template, but it can be changed to a specific template or -none-. If you don't want any agents to receive notifications for a particular topic, set its template to -none.

 

Learn more about setting the segment default for an agent auto response.

Learn more about specifying a template for a specific topic, read the Topics chapter.

 

3. Turn on Agent Notifications for The Agent

Agents will only receive notifications if they have notifications enabled on their account, and they have all the skills and access rights to get the new message that arrived. If they would get the message assigned by clicking Get Next in their My Queue page then the notification would be triggered. The agent setting is configured on the Admin Tools - Agent Settings tab. The skills settings are based on the skills required for the incoming message (set by topic or interaction property), and the skills assigned to the agent in the Admin Tools - Agents Details tab.

 

To learn more about configuring skills-based routing, read the Skills topic.

 

When these three areas are properly configured, agents will receive the designated auto response template each time a new message arrives that they have the skills and access rights to answer.