How to Set an Agent Alert

An Agent Alert is a temporary note that appears in red on the first screen the operators see. Agent Alerts are not intended for making adjustments to your script. They are designed to provide the operator or caller with information regarding a temporary change. For example, you might add an Agent Alert in the event that your office is temporarily closed during a weather emergency.

You SHOULD create an Agent Alert to:

1. Give the operator information that is temporary but does not need to be built into the script.
2. Add a last minute change that Support was not available to make for you. For example: a. An office closure for vacation or relocation, b. A power outage, or an illness that changes the message delivery, etc. c. A specific call that you are waiting for.

You SHOULD NOT create an Agent Alert to:

1. Change your on-call personnel.
2. Change a patch or reach telephone number.
3. Edit a path in your script.
4. Add a new path to your script.
5. Change where messages are delivered.

How to Add an Agent Alert using the SAS App

Through the SAS mobile app, you can quickly create an Agent Alert. Here’s how:

1. Log in to the app.
2. Click Agent Alert from the menu on the left.

3. On the next screen, choose the Script where you'll be adding the Agent Alert.

4. Click the + sign located on the bottom of your screen to add a new Agent Alert. Note that any 'Active' agent alerts will be displayed on this page until they expire or are deleted.

5. At the top of the next screen, you'll set the expiry status. Under  When should this expire, select the desired radio button: At Midnight, In 12 hours, or In 24 hours. If you choose Custom date, you'll be able to scroll to set the specific date and time that you'd like the alert to expire.

6. Now in the box under Special instructions, type your message or information, including the language, "CSR: Please let callers know that..." For example: “CSR: Please let callers know that due to an emergency, the office is closed for the day and will reopen tomorrow.”

7. After you add in your specific message, click the green Save icon at the bottom of the screen.

8. To check the Alert Details you have entered, click on the script from the main Agent Alert screen and the app will display any active agent alerts.

9. To cancel any alerts you have entered, simply swipe any active Agent Alert to the right to display the trash can icon. Click that to delete the alert. You can also click the active agent alert and click the red trash can icon at the bottom of the page.

How to Add an Agent Alert in the SAS Desk Portal:

1. From the home page, click on Scripts from the left side menu.

    2. Then, click the script Name that you would like to update.

  3. On the next screen, scroll to the bottom where you'll see Agent Alert. Click the green Add alert button.

  4. In the Add alert pop-up, first select the Status type: Standard or Custom.

For a Standard Agent Alert:

A Standard agent alert s just a note for the operators regarding a temporary change to your availability, and will not result in any permanent changes to your script. You might use a Global update for an office closure, a last minute meeting, etc.

1. Select the appropriate time zone, and then set when you'd like the status to expire. With a Standard alert, you can set the status to expire At Midnight, In 12 hours, or In 24 hours. 
2. In the box labeled Operator note, include your special instructions, including the language, "CSR: Please let callers know that..." For example: “CSR: Please let callers know that the service department is closed on the Fourth of July."
3. When all fields are entered, click the blue Save button in the bottom right corner.

For a Custom Agent Alert:

1. Select the appropriate time zone, and then select the specific date and time you'd like the alert to expire.
2. In the box labeled Operator note, include your special instructions, including the language, "CSR: Please let callers know that..." For example: “CSR: Please let callers know that the service department is closed on the Fourth of July."
3. When all fields are entered, click the blue Save button in the bottom right corner.

For additional assistance, feel free to contact our Customer Service department.