Agent Workspace Inbox Notifications - Sound? Alert?
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02-11-2020 10:47 AM
We're implementing Chat with AWA with Agent Workspace. All seems well...except..when new interactions hit an available agent's inbox, we're not seeing any notification other than interaction. Is there supposed to be sound? Browser notification? Anything else? I'm worried that our support engineers may not see these notifications at all unless actively watching.
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Agent Workspace
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Service Desk
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02-11-2020 02:18 PM
Agent work-space inbox is kind of alert.
Agents should get sound when inbox is open.
Regards,
Sachin
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02-12-2020 12:53 PM
Unfortunately, at least impersonating agents with separate/private browser windows, no sound is heard or browser notifications seen.
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06-12-2020 09:16 AM
I have the same question. Interaction hitting the inbox does not play a sound. My agents can't stare at their inbox all day.
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02-23-2021 12:46 PM
So it seems that if you are focused on the Workspace where the Chat is coming in then there is no sound or notification expected by design. Hopefully they will change this in newer releases.
To receive browser notifications, you must have this set-up:
- Chrome as your browser.
- Configured to receive Conversation Desktop Notifications.
- Workspace browser tab is not in focus.
- There is a new message on a conversation assigned to you.
