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  • 1.  Agent not getting chat alerts

    Posted 03-11-2024 12:24
    No replies, thread closed.

    I have one of our users who sporadically doesn't receive chat alerts and occasionally call alerts. This is only affecting this one agent. We use Edge- web browser to access Genesys. This agent has a sound profile set up, so the notification sound plays from the computer speakers. Notifications and popups are allowed.

    Has anyone experienced this and have any advice?


    #DigitalChannels

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    Angelica Howard
    MidAmerican Energy Company
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  • 2.  RE: Agent not getting chat alerts

    Posted 03-11-2024 19:26
    No replies, thread closed.

    We have had issues with audio (interactions presenting to agent with a audio notification).

    The only times this has occurred for us, we found 3 reasons

    • that the user had headphones plugged in so you could not hear it without wearing headphones
    • OR the audio was playing back on some other hardware (not the norm)
    • OR it was muted

    We have no other known issues within our business, users of g-cloud.



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    Clare Wallace
    NZME.
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    Original Message


  • 3.  RE: Agent not getting chat alerts
    Best Answer

    Posted 03-12-2024 01:37
    Edited by Cameron Tomlin 07-09-2024 12:07
    No replies, thread closed.

    I find with any of our staff that have quirky sound issues while using WebRTC, it helps to set up an audio profile within Genesys for them.
    There is also an option to control the alerts, so they still come through the PC speaker instead of the USB headset.

    https://help.mypurecloud.com/articles/create-a-new-audio-profile/



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    Chloe Stephens
    City of Gold Coast
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    Original Message


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