Notification options for virtual agent chat
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‎07-31-2023 03:00 PM
Are there any options to alter notifications that go to chat agents? We have some that claim they miss the notifications or don't hear it, if they are RDPing into someone's server during it. Are there any options oob to customize how frequent/loud notifications are?
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‎11-14-2023 06:41 AM
We have recently started using AWA to triage chats/emails to agents in Agent Workspace and have had the same feedback. The notification for a new chat/email is the same as the notification for when an employee responds within an in-progress chat. It would be helpful if the notification for a new chat/email (any interaction) could be configured to something more aggressive to ensure they are not missed.
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‎10-30-2024 11:50 AM
Best I have found is this: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1121745 - we have the same complaint.
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‎11-04-2024 11:15 AM
Thanks! Did it work for you?
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‎11-11-2024 08:58 AM
I found the article and made the change at about the same time - I'm still waiting for feedback from the testing team.
