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 appears at the top of the Notification Centre Panel of all supervisors who supervise that agent.

If another supervisor responds to the alert before you do, then that supervisor's name appears below the alert and you do not need to respond to it.

If no other supervisor has responded, you can do so as instructed below.

Procedure

Read the alert message and then click the Respond button below the message.

This opens the Chat Panel.

In the Chat Panel, write a message to the sender and then click the button to initiate a chat with them.

When the chat has ended and you no longer wish to keep the alert message, click its button to permanently delete it from your Notification Centre (this does not delete it for other supervisors who received the alert).