Agents Management - Workload is a Qontak Omnichannel feature consisting of Division, Agent Allocation, Broadcast, and Workload where only Admin can add or make changes to existing features in agent management.
To display the broadcast menu on the Agent page, you need to follow these steps:
Open your Omnichannel Account.
Select the Settings menu, then click Agents Management.
Select “Broadcast” and click toggle “ON/OFF”. Click “Save” to save the changes made.
If the status broadcast is “ON”, the menu will appear on the agent page so that the agent can broadcast like Supervisor and Admin, but if the broadcast status is “OFF” then the agent cannot broadcast because the broadcast menu will not appear on the agent page.