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Issue: No sound notification when an external customer responds to a chat.
Problem: Agents are not able to multitask and maintain productivity levels because they have to watch the customer chat for responses. If they attempt to do other work while waiting for the customer, they miss the response which impacts agent response time and customer experience. Customers are multitasking as well, which leads to lapses in response time. On the customer side there is a sound notification when the agent responds.
Recommendation: We would like for PureCloud to implement sound notification on the agent side for customer chat responses. This would greatly improve the experience and agent response statistics.
Support: Other PureCloud customers have posted in the Community about the need for this function as well: https://community.mypurecloud.com/s/question/0D54400004ow3wsCAA/chat-notification-sound
Please take a look at this Community post that appears to address your recommendation.
I hope this helps.
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