Respond to an Agent's Alert Message

Supervisors only

When an agent in your supervised group sends an alert message requesting immediate help or advice, the message pops up in your Notification Centre Panel for your attention. You can then decide how best to respond to the agent's request. Only the first two lines of a message are displayed. For a longer message, clicking Show More reveals the entire message.

The symbol next to a message means that you have not yet acknowledged it.

Note: the alert message is seen by all logged-in supervisors who supervise that agent.

Procedure

Read the alert message and then, if required, contact the agent using one of the following methods.

Method	Notes
Call the agent directly	If the agent is not engaged on a call, call them directly. See Call by Selecting the Contact From Your Contacts List.
Join the agent's call	If the agent is engaged in conversation with a contact, use the supervisor listen-in service to join the agent's call. Here, you may want to use the 'Whisper' or 'Barge In' mode of communication. See Listen to a Live Agent Conversation.
Chat with the agent	Whether the agent is engaged in conversation with a contact or not, initiate a chat with the agent. See Chat to a Single User.

When you have dealt with the agent's request, acknowledge the message by clicking on it in your Notification Centre panel. The symbol disappears and the number in the red circle on the Toolbar Notifications button decrements by one.
If you no longer wish to keep the message, click its button to permanently delete it from your Notification Centre (this does not delete it for other supervisors who received the alert).