We’re excited to announce the release of the Agent Notification Tool - a powerful new way for Admins to send targeted messages directly to agents within the platform.
With this feature, you can:
- Notify all agents or only agents assigned to specific campaigns.
- Choose message types and priority levels.
- Track delivery, acknowledgment, and engagement, all in one place.
Overview
The Notification Management panel allows you to announce important updates, alerts, or reminders to your team in real time. Notifications appear directly within the agent interface and can be configured to require acknowledgment before dismissal.
You can access this feature under
Admin Dashboard → Tools → Notification Management
🚨(Note: you will need to contact Ytel Customer Support to enable this feature initially)
Step 1: Compose and Send Notifications
In the Send Notification tab, you can configure and preview your message before sending.
Target Selection
Choose who will receive the message:
- All Agents – sends to everyone currently online or active.
- Specific Campaign – target agents within selected campaigns.
Message Configuration
- Message Type: Choose from Information, Announcement, or Alert.
- Priority Level: Set urgency as Low, Normal, or High.
- Notification Header: Add a clear title such as “System Update” or “Shift Change.”
- Message Content: Enter up to 500 characters. Emojis and formatting are supported.
💡 Use Quick Templates
On the right side of the screen, you’ll find ready-made templates for common notifications like:
- High Call Volume
- Break Reminder
- Quality Coaching
- Training Session
…and more!
Once your message is ready, click Show Preview to review how it will appear for agents, then click Send Notification.
Step 2: Configure Advanced Options
The Advanced Options tab lets you fine-tune the behavior and appearance of notifications.
Notification Settings
- 🔔 Play Notification Sound – draws agent attention immediately.
- ✅ Require Agent Acknowledgment – agents must click “Acknowledge” or “Deny” before proceeding.
Auto-Hide Settings
- ⏱️ Enable auto-hide and set a delay (e.g., hide after 30 seconds)
Display Customization
Control what appears in the agent’s notification:
- Show message header
- Show sender information
- Include timestamp and action buttons
Step 3: Track Engagement and History
The History & Analytics tab provides a full record of all notifications sent, including:
| Metric | Description |
| Targeted | Number of agents the message was sent to |
| Viewed | How many agents opened the notification |
| Acknowledged | Agents who clicked “Acknowledge” |
| Response Rate | % of total engagement |
| Actions | Resend or delete past notifications |
You can view individual message details, resend notifications, or export engagement data for compliance and reporting.
Agent Experience
When agents receive a notification, they’ll see:
- The message header and content
- The sender information (e.g., “Management Team”)
- Timestamp
- Acknowledge/Deny buttons if required
Example:
Great Work!
🔥🔥🔥 You are doing such a great job! Keep up the good work! 🔥🔥🔥
— Admin User, just now
Permissions
Only users with the “Ability to see Notification feature on Dashboard” permission can access and send notifications. This is on by default for all Super Admins
To enable this:
- Go to User Management → Edit User
- Check the box for “Ability to see Notification feature on Dashboard”
- Save your changes
Why This Matters
The Agent Notification Tool helps you:
- Communicate urgent system alerts instantly
- Recognize agent performance in real time
- Coordinate shift changes, training sessions, or compliance reminders
- Track acknowledgment for accountability and compliance
Whether you’re sending out a company update or a “Great Job” shoutout, this feature keeps your team aligned and informed.