Desktop Tickers

The Desktop TickersDisplays at the top of the agent's screen and provides them with updates on how they are performing for their various KPIs. feature is another way to enhance agent engagement by providing them with updates on how they are performing for their various KPIsAn acronym for Key Performance Indicator - a measurable value that demonstrates how effectively a company is achieving key business objectives.. Tickers provide real-time statistics in a narrow band that runs across the top of an agent’s workstation. They reside over other applications and can run on the primary or secondary monitor. Tickers can also be used on wallboards or to broadcast messages to an agent or a group of agents.

Desktop Tickers need to be separately installed on each workstation.

Assigning Tickers

You can assign tickersDisplays at the top of the agent's screen and provides them with updates on how they are performing for their various KPIs. to groupsA definable collection of users. or to individual agentsThe person or people taking the inbound calls.. When a user has membership in multiple groups, the system automatically sets their user profile to use the ticker assigned to their primary group (or the first parent of the primary group that is assigned a ticker). If different tickers are assigned to an agent through their agent and group profiles, the agent profile tickers are displayed.

To assign a ticker to an agent:

1. Navigate to Performance Management → Ticker Manager.
2. In the Actions area to the right of the ticker, click the Assign Ticker icon (represented by group of people).
3. Use the Assign to Agents tab to select the agent(s) or the Assign to Groups tab to select the group(s) to be assigned to the Ticker.
4. Click Assign.

Ticker Messaging

Any tickerDisplays at the top of the agent's screen and provides them with updates on how they are performing for their various KPIs. can receive messages. When you send a message for broadcast, the ticker scrolls through messages at a regular interval. Any user with permissionsA type of setting that allows or restricts users’ access to information and functionality. Permissions are added to roles, then roles are assigned to users. to use ticker messaging can send messages to the ticker. This feature enables supervisors to communicate with groups by sending messages to the ticker on the workstation. Messages can be useful for:

• Congratulating agents who met a goal
• Sending reminders about changes to processes and procedures
• Offering quick tips
• Notifying teams about upcoming events

When you send a message, you decide which agents receive it and how long it is active. Multiple active messages scroll across tickers in a “ticker-tape” effect.

Ticker messages for short updates are usually configured for display only. However, you can also configure ticker messages to require acknowledgment to capture that the message has been read. The acknowledgment is recorded when the user clicks the OK link next to the message.

The acknowledgment message is displayed in the ticker until the user acknowledges it or until the message expires, whichever occurs first. If multiple acknowledgments are sent, they are displayed one at a time based on the priority and sent date, with oldest displaying first. Once a user acknowledges a message that requires it, that message is no longer considered active and it is removed from the ticker display.

To send a ticker message:

1. Navigate to Performance Management → Messaging.
2. Click New Message.
3. In the Create New Message wizard, choose the Ticker Message radio button, then enter your Message, choose the Priority, and set the Display From and Display To times. If you want to, select the checkboxes to Request Acknowledgment, Copy Yourself, or both. Click Next.
4. Use the Agents tab to select the agent(s) or the Groups tab to select the group(s) to receive the Ticker Message. Click Save.