Sending a quick alert

Quick alert provides a specialized messaging capability to the supervisor based upon IM. A quick alert to the whole group or to an agent will not provide a receiver response, and does not appear in an IM window for the receiver. You can use this feature to send important messages or reminders to an observed agent while the agent is on a call. The quick alert messages appear on the Top bar of the Avaya one-X Agent application interface. Agents can respond to the message using IM; however, quick alert option can be used to send one way messages from a supervisor to the agent during a service observing session.

Use the following procedure to send quick alerts to all agents in the supervised agent group, to individual agents, or to service observing an agent.

On the action bar, click Contact List.
The Contacts window appears.
Perform any of the following steps to send a quick alert:
- To send a quick alert to a supervised agent group, click Quick Alert in front of the group name in the contact list.
- To send a quick alert to individual agents, click Quick Alert in front of the agent name in the contact list.
- If you are service observing an agent, click Quick Alert against the work item you are observing.
The Quick Alert window appears with a text box. The Quick Alert button becomes disabled for that particular group or contact.
Enter the quick alert text on the Quick Alert window and click Send.
The message appears on the agent screen on top bar of the Avaya one-X Agent application interface.

The Quick Alert button remains disabled until the agent closes the quick alert message. In case you have sent the message to a group, all members of the group must close the quick alert message to enable the Quick Alert button.