The send message function, accessible from the User menu choice, is used for sending a message from the administrator to ACE Agent and ACE Interact users.
Messages can be sent to all or to selected users in ACE Agent and ACE Interact. The message can only be sent to users that are currently logged in.
You can send messages using selections made per organisation area, subarea, group, skills or single agents.
You use the Agent tab to specify a group or a skill.
Enter your message in the box and then click OK button.
The sent message is seen by the recipient in ACE Agent’s Conversations support function, where the agent can answer messages sent from another ACE Agent user. Since answers cannot be sent to the message functions in ACE Admin and ACE Pulse, it is vital that messages here are formulated in a way that makes the agent understand that it shall not be answered.