Broadcasting a message to agents

Last Updated : Jun 15, 2023 |

About this task

The Supervisor view in Avaya Workspaces provides the Broadcast Message option. Supervisors can broadcast a message to agents. Avaya Workspaces displays this message as a notification or toast to all targeted agents.

Before you begin

The account administrators must configure the My Agents widget in Application Center Administration. Supervisors can then view the My Agents widget in the Avaya Workspaces toolbar. For more information about configuring the My Agents widget, see Configuring the My Agents widget.

Procedure

  1. On the top toolbar, click the My Agents icon.

    Avaya Workspaces displays the list of agents in the team with the agent ID, station ID, channels, groups, status, agent connection state, and contact.

  2. Click the Broadcast icon.

    Avaya Workspaces displays the Broadcast Message pane.

  3. Type a message, and click Send Message.

    Avaya Workspaces displays this message as a notification or toast to all targeted agents.

  4. Optional To broadcast messages to specific agents, use the filters.

    For example, the supervisor can select Status as Ready to view all Ready agents. When the supervisor sends a broadcast message, Avaya Workspaces sends the message only to Ready agents.

    When the supervisor sends a broadcast message, Avaya Workspaces also sends the message to the supervisor.

Related information
Broadcasting a message to agents