Connect chat notification alert and duration

[Sagar Solanki]

Hello,

We are currently using Kingston and have implemented connect chat. We have fine-tuned the average wait time calculation BR "SNC - Chat Queue Average Wait Time" however when we get a chat request we get this in browser notification and it lasts only for 3-4 seconds. This is highly risky as Service Desk members may be away from the system and might miss it.

Is it possible to increase the duration of this notification?

I have gone through several posts that suggest changing browser or windows notification setting.
https://community.servicenow.com/community?id=community_question&sys_id=1de54f21db1cdbc01dcaf3231f96...

Moreover, once the chat request comes in, the notification sound connect_alert.mp3 in the table db_audio rings only once, is there any ways to keep it playing till the chat is accepted.

As always, appreciate your responses.

[Dan Shores]

Hi Sagar -

We are looking for a way to better notify our agents as well. The current push notification via chrome is too easy to miss. Ideally we would have a notification that needs to be dismissed before it disappears.

Please let us know if you ever figured out something to enhance the chat notification messages!

Thanks,

Dan

[Amruta12]

Hi

Were you able to find solution for this?

[Dan Shores]

Hello -

We did not and ended up using Cisco Chat instead as it allowed some additional functionality we were also looking for.

Dan