Genesys Cloud CX

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  • 1.  Possibility to keep Alert Notification window open (until closed)?

    Posted 03-03-2017 19:39

    Hi there, is there a way to keep the Alert Notifications window open until closed? please see my image attached for reference.

     

    Problem

     

    Our agents get up from their desks several times per day, so what happens is that if they get a call, it will automatically go to "Not Responding" status. But because they are required to work with 4 other programs beside PureCloud, they miss the alert notification UNLESS they actually activate the tab and see the other alert notification at the top! Because the notification only stays for a few seconds, then disappears.

     

    Also, is there way to see a Report on calls that were not answered by an agent that actually went to the "Not Responding" status?

     

    Thank you

     

    notification_window_stay_longer



  • 2.  RE: Possibility to keep Alert Notification window open (until closed)?

    GENESYS
    Posted 03-13-2017 18:49

    Hi Rodrigo, 

     

    I asked around regarding your request and it sounds like it might be possible. Our product team pointed out that we have several different notification types across different clients (it looks like you might be using a browser version), and they need to think through the various requirements. 

     

    Thank you very much for pointing this out. We're already discussing this on our end.



  • 3.  RE: Possibility to keep Alert Notification window open (until closed)?

    Posted 03-13-2017 19:09

    Thanks Clay, that's great to hear! Will look forward to an update.