You can broadcast a message to online agents who are logged in for their shift, regardless of their agent state. You can send the message to all online agents or to specific agents. The agents receive a notification with the broadcasted message in Avaya Workspaces for CRM.
Procedure
From the list of agents on the supervisor dashboard, select the check box next to the agents to whom you want to send a message.
Alternatively, select the check box at the top of the list, next to the column headings, to send a message to all online agents.
Click Broadcast Message.
In the window that is displayed, type your message and then click Send Message.
