Overview

The Notifications module allows you to broadcast notification messages throughout the Workspace, Agent Toolbar or to a specific Agent. The notifications are presented to people when they login to the Workspace, Toolbar, or both as specified when the notification is created. 

Notification management module has restricted access. The access is controlled in User Management.

Where to find the Notifications module 

  1. Open the Workspace

  2. Select Notifications from the Administration menu


1. Types of Notification  

  • Message - The user will see a red number on the user/agent icon at the top right of the display informing them how many new messages are yet to be read. They can click on that icon or their name to open the My Account display that includes a display of messages. All users and agents have access to the My Account display by default; it is not controlled by permission from the Administration tab. 

  • Banner - A banner notification appears at the top of the Cloud Contact Centre window in a coloured box the width of the window. The user can click the Tick icon on a banner to record that they have read it and to dismiss it. The user can also choose to ignore a banner message and to continue working. This type of notification supports HTML tagging in order to emphasise parts of the notification or to add hyperlinks.

  • Pop Up - A pop-up notification sits in the middle of the window. Clicking OK dismisses it. The user cannot ignore a pop-up notification since it must be dismissed before they can return to their work. A pop-up notification is the most intrusive of the three types. This type of notification supports HTML tagging in order to emphasise parts of the notification or to add hyperlinks. 


2. Add or edit a Notification

  • Open the Workspace.

  • Select Notifications from the Administration menu

    1. To create a new message, click the Add icon 

    2. To edit an existing message, click the Edit icon (a pen symbol) to the right of the notification record.

       

Currently, you cannot save edits to your notifications. If you wish to make changes you need to delete the notification and create a new one - a ticket has been raised to fix this

Local notifications have the following properties:

Field Name

What you should do

Content

Enter the text to be displayed in the notification.
Banner and Pop-up type notifications support HTML tagging in order to emphasise parts of the notification or to add hyperlinks. See HTML Tags below.

Display in

Select from: WorkspaceToolbar, or All.

Select Agent By

Select from: Agent NameCampaign Name or leave blank

Agent Name - select the Agents you wish to send the notification to

Campaign Name - select Campaign/s name/s and all the Agents on them will receive the notification

No selection - if no selection is made the notification will be sent to everybody

Notification type

Select from: BannerPop Up, or Message.

Start on

Enter the date and time when the notification will first be displayed.

End on

Enter the date and time when the notification will cease to be displayed.


3. HTML Tags 

Tag Type

Example code

What is seen in the notification

Bold

This word is <b> emboldened </b> for emphasis.

This word is emboldened for emphasis.

Italic

This word is <i> italicised </i> for emphasis.

This word is italicised for emphasis.

Colour

See our <font color="red"> Release Notes </font>.

See our Release Notes.

Hyperlink

<a href="https://helpcentre.ipscape.com.au/display/EH/Ettalong+Home"><font color="#0033CC"> Help Centre </font></a>.

Help Centre



4. Display Notifications

For each record, the list displays the following details:

Column

Contents

Click the Selection checkbox to the left of a record to select that notification record

Text

The notification text is displayed

Created by

The name of the creator, or the most recent editor of the notification

Start On

The date and time when the notification is to be first displayed

End On

The date and time when the notification is to be discontinued

The Edit icon appears if the mouse pointer is located above a row. If this is clicked, the Edit Notification dialog is opened.


5. Search Notifications

If you know the first few words of the notification text, enter it into the Quick Search field and click the Search icon