Configure announcements

With announcements, you can communicate updates, alerts, and other important information directly to agents. Announcements appear in the agent desktop as notification banners that persist until the agent dismisses them. Announcements also appear in the agent's announcement list. For more information, see Announcements.

There are two types of announcements:

One-time: For one-time announcements, notification banners appear only once. An agent can remove one-time announcements from their announcement list.
Persistent. For persistent announcements, notification banners reappear every time an agent signs into the agent desktop. An agent can't remove persistent announcements from their announcement list.

You schedule announcements to be active during a specific timeframe. Outside of that timeframe, announcements are inactive. Inactive announcements don't display notification banners and don't appear in an agent's announcement list.

You can add translations of announcement titles and messages. If a translation is not available for an agent's specified language, English is displayed by default.

Create an announcement

To create an announcement, follow these steps:

In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Announcements pane, and then click Manage announcements. The Announcements page appears.
Click Create announcement. The Create announcement pane appears.
In the Internal label field, enter a label for your announcement. This label identifies announcements when you view or edit them, but it's not visible to agents.
In the Title (English US) field, enter a title for your message in English.
In the Message (English US) field, enter your message in English.

Note: You must have either a title or a message (or both) in your announcement.
To add a translation, do the following:
1. Click Add Translation. The Add a translation pane appears.
2. Click the Language field, and then click the language for your translation.
3. In the Title field, enter the title of your message in the translation language.
4. In the Message field, enter your message in the translation language.
  
  Note: You must have either a title or a message (or both) in your translation.
5. Click Add.
To add another translation, click Add Translation and repeat these steps with a different language.
To set the announcement schedule, which determines the timeframe that the announcement is active, do the following:
1. Click the Time Zone field, and then click the time zone for your schedule.
2. In the Start date and time fields, enter the start date and start time in the indicated format.
3. In the End date and time fields, enter the end date and end time in the indicated format.
4. Optional: Click the All day checkbox to use a start date and an end date with no start time and end time. The time fields return to 00:00.
For Notify, specify whether the announcement is one-time or persistent. Persistent notification banners reappear every time an agent signs into the agent desktop. One-time notification banners appear only once.
To specify which agents receive the announcement, do the following:
1. To specify that all agents receive the announcement, select the All agents checkbox.
2. To specify that agents assigned to certain queues receive the announcement, make sure that the All agents checkbox is cleared, and then do the following:
  1. Select the Select Queues checkbox. A field appears.
  2. In the field, type part of the queue name. Matching queues appear.
  3. Select the queue that you want.
  4. To select additional queues, repeat these steps.
3. To specify that agents assigned to certain teams receive the announcement, follow a similar process using the Select Teams checkbox.
4. To specify that certain agents receive the announcement, follow a similar process using the Select Agents checkbox.
Note: If an announcement is assigned to an agent in multiple ways (for example, by the queue and the team that the agent is assigned to), the agent doesn't receive extra notification banners.
Click Save.

Edit an announcement

You can edit an announcement. Be aware that making the following edits to an announcement can cause it to be resent:

Edit the title or message.
Edit the schedule of an expired announcement so that it becomes active.
Change an announcement from one-time to persistent.
Add a new assignment.

To edit an announcement, follow these steps:

In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Announcements pane, and then click Manage announcements. The Announcements page appears.
Do one of the following:
- To edit an active announcement, click Active.
- To edit an expired announcement, click Expired.
For the announcement you want to edit, click More, and then click Edit announcement. The Edit announcement pane appears.
Make your changes to the announcement, and then click Save.

Delete an announcement

To delete an announcement, follow these steps:

In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Announcements pane, and then click Manage announcements. The Announcements page appears.
Do one of the following:
- To delete an active announcement, click Active.
- To delete an expired announcement, click Expired.
For the announcement you want to delete, click More, and then click Delete announcement.
In the confirmation dialog, click Delete.