Zingtree Tags: call scripts

Agent Update Alerts for Call Scripting

Several contact center clients have asked for a way to display one-time notifications to agents when critical parts of an interactive decision tree have changed. This is easily accomplished using Zingtree’s Agent Update Alerts.

Overview

An agent alert appears like this:

Some key points about Agent Alerts:

  • The agent cannot continue to use the tree until they dismiss the alert.
  • Once the alert is shown to an agent, he/she will see it just once.
  • Alerts can appear on subtrees (trees launched via tree nodes), or the starting tree.
  • You can add and manage alerts from Account, My Agents, Agent Alerts.
  • Alerts are tied to specific trees. Currently, there are no universal alerts.
  • The Push Live mechanism has an easy way to optionally add an alert.
  • If you have multiple alerts set, they will be combined into a single alert message, rather than showing one-by-one.

Managing Agent Alerts

Alerts can be added, deleted or modified from a single place. Here’s how to manage them:

  1. Go to Account, My Agents.
  2. Click the red Agent Alerts button. The Alert Manager appears:

This page shows all active alerts for every tree in your organization. You can see alerts for specific trees by choosing the tree from the drop-down.

  • To add an alert, click the  Create New Alert button.
  • To delete an alert, click the delete icon next to an alert
  • To change the alert text, click the edit icon next to the alert.

Push Live Shortcut

If you’re using the Push Live tool, you can add an alert when you do a push.

Alerts created in this fashion can still be maintained using the Agent Alerts manager.


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