Agent can hear the new Chat Sound even when agent is offline in Agent Workspace

[Neha Bhosale]

Hello,

Currently, one of our Agent can hear the new chat sound whenever he opens Agent Workspace and click on 'Status Button' on Agent Workspace to change the status. 

He can hear the sound even when there is no new chat.

These 2 properties are set as True and it is same for other agents as well and there is no issue from other agents.

1. workspace.notifications.inbox.desktop
2. workspace.notifications.chat.desktop

Pls let me know what is causing this issue

Thanks,

[Beata Janeczek]

We have similar issue in our company. @Servicenow please provide solutions to that.

[Eliza]

Hi @Neha Bhosale and @Beata Janeczek,

We have not seen this issue before - have either of you raised a Case? If not, please submit one, and then private message me (Go to my profile -> Send a message) the Case numbers so we can investigate!

Thank you!

[Eliza]

Hello again @Neha Bhosale and @Beata Janeczek,

Good news! We have a a workaround available for this issue. It is detailed here. You may need to log in using a Support account to access.

To summarize the workaround in case you cannot access the article, you will have to create a table cleaner to delete cancelled work items (those with the conditions state=cancelled and is_queue_transferred=true). That should resolve the issue!

[Neha Bhosale]

Hello @Eliza ,

Yes, we have raised a case - CS6291816 for this issue and even we have implemented the same solution, but still we are facing this issue.

Can uh pls check further.

Thanks,

Neha Bhosale