Notifying Agents About Changes

Notification templates provide explanations and reasons for the directives and actions taken from the Resource Management console.

A notification system in the Resource Management console enables you to communicate with agents. You can inform an agent or a group of agents about such things as:

• Changes to their schedule
• Unusual events that might occur
• Measures being put in place to handle fluctuating call volumes

To start the notification process, select a set of agents and click the New button in the Notification panel of the Resource Management window.

See also:

• Notifying About Change to Skill or Status
• Creating a New Notification Template
• Using a Previously Created Notification Template