We have a challenge that I hope someone can help me with:
We are trying to implement inbound routing of SMS and email. I've set it up in the system, and we are going through our pilot phase, but the users are challenged by the fact that there is no audible alert notifying them of the interaction. With a voice interaction, they hear the phone ring, so there's no issue. But for the other methods, there isn't any notification that an interaction has routed to them, other than the visual "answer" button in PureCloud (or their widget).
Our agents, when they are not taking a call, are busy working in other systems, such as SAP, Salesforce, or even their company email. So, they are not sitting there staring at their screens waiting for an alert to pop up.
Is it possible to have an audible alert notification for an agent to let them know that an SMS or email has routed to them?
Has anyone else needed this functionality? And if so, how did you address it?
Many thanks,
b
#DigitalChannels#Omni-ChannelDesktop/UserInterface#Routing(ACD/IVR)------------------------------
Brenda
PureCloud System Owner
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