Alerts / Notifications (Toast Alerts)
Decide what information, what event to display, to whom, and for how long. Toast Alerts pop on top of all the other application windows to provide information to the agent or supervisor. Get information about agent's time in a current state (e.g. RONA, longer lunch break), display messages / reminders sent by one of the supervisors, show advanced customer identification data for the incoming call, chat, or e-mail (CRM, options selected in the IVR, wait time in queue, etc.). Toast Alerts can also be used to show alerts about metrics from 2Ring Dashboards & Wallboards (e.g. when the number of calls in queue and longest wait time are over the defined thresholds, only then display a Toast Alert to all agents who are NotReady with a subset of reason codes). Learn more about Alerts under 2Ring Orchestrator..
Always on Top
Toast alerts are always displayed on top of all other application windows regardless of what application is currently being used by the agent or supervisor.
Message Specific Picture
Toast Alerts can come with a different icon or picture based on the notification type such-as VIP caller, language selection, business vs residential customer, or a message sent by one of the supervisors, ..
Click To Action
Clicking on a Toast Alert can trigger an action or even a set of actions like answer the call and bring the CRM to foreground, change agent state to ready, ..).
Configurable Time to Show
Stays displayed for defined time period or even until the trigger for the message is no longer valid. For example, when an agent misses a call and is automatically put into NotReady – RONA, the alert can stay displayed on top of all the agents application windows until the agent's state changes.
Alert from 2Ring Dashboards & Wallboards
Toast Alerts can be connected to 2Ring Dashboards & Wallboards and thus deliver notifications when there are Calls in Queue and Longest Wait Time exceeds defined thresholds.