What is displayed in your ACE Monitor wall board depends on the access rights of the parties involved.
Same access rights for all users of a page
All users that are to work with one specific ACE Monitor page need to have the same access areas and access functions in their user account profiles. This includes the user account used to log in to ACE Monitor on the devices to display the content in the contact centre.
Handle messages via a specific subarea
The Message card, described in Card types in ACE Monitor, displays messages sent from ACE Admin or ACE Pulse.
The messages are to be sent to the ACE user logged in to the devise displaying the real time data; preferably addressed to all logged in users in an organisation or subarea.
To avoid doubts about where to send the message and avoid unwanted updates you can e.g. create a specific subarea for the ACE Monitor of your department, and/or a specific ACE Monitor user to be logged into ACE Monitor where it is displayed.
An example of unwanted update...
- Your ACE user account have full access rights to the Support organisation area.
- You create an ACE Monitor page specifically for organisation area Support.
- The actual monitor at the Support department is connected to the computer used by ACE user FilipF, who has access area rights to both organisation areas Supportand Finances.
When the coach sends a message to all in organisation area Support, the message is displayed in your page's message card, replacing any previous text.
When the coach sends a message to all in organisation area Finances, this message will replace the previous in your card, even if your page is created and intended for organisation area Support. This because the displaying user FilipF is also a user in organisation area Finances.
Here is what you can do:
- Create an organisation area or subarea named e.g. MonitorA.
Read more about the differences in Organisation areas and Subareas. - Give access to subarea MonitorA to the coach, the ACE Monitor administrator and the user to be signed in to ACE Monitor at the devise displaying the real time data. See Add areas and skills to a user account and Change subarea affiliation for group or skill.
- When sending messages from other ACE applications, address them to subarea MonitorA. As described in Pulse main window and all menus and Send message from Admin to logged-in agents.