14
Unread messages pop-up windows notifications when Omnichannel not in focus.
Problem: Agent misses notifications when Omnichannel not in focus. This can happen in the following scenarios:
1. agent minimises the Omnichannel browser to work on something else,
2. agent have another application on top of the Omnichannel browser, or
3. agent is working on a different tab on the same Omnichannel browser.
In each of these cases the agent is unaware of any unread messages.
Recommended solution: this should work the same as "Show Desktop Notifications" on notification templates - have the ability to enable Desktop Notifications for unread messages, which will pop-up a Windows notifications for an unread message when Omnichannel is not in focus.
Problem: Agent misses notifications when Omnichannel not in focus. This can happen in the following scenarios:
1. agent minimises the Omnichannel browser to work on something else,
2. agent have another application on top of the Omnichannel browser, or
3. agent is working on a different tab on the same Omnichannel browser.
In each of these cases the agent is unaware of any unread messages.
Recommended solution: this should work the same as "Show Desktop Notifications" on notification templates - have the ability to enable Desktop Notifications for unread messages, which will pop-up a Windows notifications for an unread message when Omnichannel is not in focus.
STATUS DETAILS
Completed
Administrator on 5/15/2023 6:02:24 AM
The mentioned customer problem is solved by the "Receive notifications when the app is in the background" feature mentioned in this document
Notifications for agents working in Omnichannel for Customer Service | Microsoft Learn
Sincerely,
PM, Microsoft