Desktop notification in Agent Workspace

[Saranya VS]

Hi All,

We have a new requirement to display desktop notification when a new chat is coming to an agent in Agent Workspace. Because currently we have only alert message in AWS homepage when a new chat request is coming...SO if support agent is in another page, he wont be aware about the incoming chat request...Please help.

i gave configured a new notification under Agent Workspace-->Notification triggers, like below. But not working.

Regards,

Saranya

[Brandon26]

I'm trying to setup Agent Chat for the first time and it's crazy how many separate parameters need to be setup for Agent Chat to work. I have the Agent Chat icon on my SP but when I click it to get a Live Agent, the Agent I have logged in and status set to Available, I'm not getting a notification nor anything in the Inbox. What am I missing?

I have the following setup:

- AWA including Assignment Rules, Queues, Service Channels

- Chat Setup

- awa_agent configured to a group with permissions

- awa_integration_user configured to a group with permissions

Brandon

[ctsmith]

In the chat bubble is the automatic no agents available message coming through?

Also, if you go the list view for the interactions (interaction) table, do you see your chat session there?  If so, delete it and try to chat with an agent again.

[Brandon26]

Yes om both.

For the Interaction table, there's several chat records listed. The start & end time on them is no more than 1 min. It's like it starts up then goes to Closed Complete within 1 min.

[Chris D]

Desktop Notifications for Agent Workspace were added in (I'm fairly sure) Orlando.

I'm not sure there's any configuration you can do for them besides enable/disable them on a user level.

Truthfully, I don't know anything about these UI Notifications, but from what Christopher Smith mentioned, they're clearly different than desktop notifications which overlay any active windows on the computer.

Connect Support had desktop notifications and it was a major concern of us switching off it and onto Agent Chat because there were no desktop notifications originally in Agent Workspace but now it's far more comparable and reasonable to manage a chat queue without having to keep Agent Workspace in the foreground all day. And even better, Agent Workspace's new desktop notifications appear to last even longer than Connect Support's, which were super short (like 2 seconds) and very easy to miss.