Agent Alerts

  • Updated
  • 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 Settings, My Agents.
    2. From the Agent Tools menu, select Agent Alerts. The Alert Manager appears:

    2022-04-26_21-06-45.png

    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 icon2022-04-26_21-09-57.png next to an alert
    • To change the alert text, click the edit icon 2022-04-26_21-11-06.png 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.

  • 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. From the Agent Tools menu, select Agent Alerts. 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.

  • Throughout 2022 Zingtree will be upgrading customers to our new faster and more modern user experience! Here's how to tell which experience your Zingtree Authors are currently using.

    Log in to your Zingtree Author account and navigate to My Trees. How does your current My Trees page look?

    Zingtree Classic

    2022-02-25_12-24-51.png

    New User Experience

    mceclip0.png

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