Agent leaving notes for others

[IamaSherpa]

The needing is to give an agent the chance lto leave notes on the IPOCC which could be read from other agents as soon they sign in the agent group, how to do that? Is it possible?

Thank you

 

[Alfalis]

1. Create a custom tag
2. Add this tag to every agents UI
3. For the one agent set the box to editable (this requires a separate firstscreen for this one agent)

 

[IamaSherpa]

Tried but not clear how it works. Left a text message on the message board, what should the other agents do to pick up those messages?

 

[janni78]

It's not a messaging system, you can put notes on the agent view that everyone can see.
There should be one used by supervisors by default.

The question is what the customer need is.

"Trying is the first step to failure..." - Homer

 

[IamaSherpa]

Using the CCK Customer info the messaging works every time the Agent group answers to him.
The needing is a little bit different, the Agent should have a chance to leave on a "Agent Board" something like memos or special temporary infos "dear colleague please recall customer xxx" etc as soon the other agents sign in the group.

 

[janni78]

There is no message that shows when you log into a group.

But you can create a string variable where people can write text and display that in the agent ui.

"Trying is the first step to failure..." - Homer

 

[IamaSherpa]

Do you mean the message board used by the supervisor, janni78?

 

[janni78]

Yes, you can create more of those if you want.

"Trying is the first step to failure..." - Homer

 

[IamaSherpa]

That's true, thank you all!