Manage Moments™ Notifications

This guide covers everything you need to create, update, and optimize your notifications to ensure the right agents receive timely and relevant coaching during live calls. Whether you’re starting from scratch or maintaining an existing notification library, you’ll find the key steps and best practices here to help you get the most value from Moments™ notifications.

How-To Articles

Who Can Manage Moments™ Notifications?

Managing Moments™ notifications is possible for a range of users, but your level of access and control depends on your role within the organization. Below are the main roles and what they can do:

Agent Users

Agent Users with a Moments™ license can:

• Manage their own personal notifications
• View reports and analytics related only to their personal performance

Agent User Requirements:

• Must be a Member in all of their associated Teams
• Must have the Moments™ license
• Must not have an Administrator license

Tip: Agents cannot access or modify notifications for other users or teams. Their management abilities are limited to their own profile and coaching data.

Team Supervisors

Supervisors can take a more active role in managing notifications for their teams, coaching, and content customization. Supervisors with Moments™ licenses can:

• Create, edit, and delete notifications for their supervised Teams
• Manage content such as notification text, checklists, and guidance
• View reports and analytics for the Teams they supervise

Team Supervisor Requirements:

• Must have a Supervisor role assigned to one or more Teams
• Must have the Moments™ license enabled (ON)
• Must have the Administration license disabled (OFF)

Tip: Supervisors see and manage only the notifications and analytics pertinent to their Team(s) and cannot access global moments management features.

Administrators

Administrators have the broadest access, including all notifications, content, settings, and reports across the entire organization. They can:

• Create, edit, and delete any notification
• Manage all Moments™ content and settings
• Assign permissions and configure roles
• View all performance analytics and reports

Administrator Requirements:

• Must be an Administrator and have a Moments license enabled