Hi Community,
A different kind of a issue we are facing, whenever a interaction is logged via virtual agent, ghost notification sounds are triggered.
We enquired with ServiceNow and learnt that this is a system behavior. 'In our current setup, when an interaction or ticket is routed to an assignment group, notifications are delivered to all members of that group. This is standard platform behavior based on group-based routing and notification settings.'
And the workaround provided by them is - 'As a practical workaround, I recommend that affected users disable the Inbox audio alerts in their workspace notification settings to prevent unnecessary sound notifications. This can be disabled in the Agent Workspace Inbox, the user should click the gear icon to make sure their audio alerts are disabled, as shown in the screenshot attached.'
Has anyone else faced a similar issue?
