Thanks Viivi. I agree with your feedback.
Unfortunate expectation to have to lobby for something (via an Idea) that should've been a basic/practical usability feature of the new Salesforce integration. In other words, given the WEM activity screen is a place agents occassionaly check-in between interactions (and fact that running the full web version alongside Salesforce is not a good idea, not to mention defeats most of the purpose of the CX Cloud integration), Genesys should have anticipated most agents will [rightfully] be on separate tabs in SF/Chrome, thus missing the notification(s).
My question to Genesys is, was this use case an oversight that an Idea may get immediate traction on, or an integration/development limitation we may not see an immediate solution to, resulting in our votes being overlooked for an unforeseen length of time?
Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 05-23-2025 03:14
From: Viivi Tiainen
Subject: Embedded WEM activity view - Chrome notifications
Hi,
thank you for the clarification. Just tagging @Brian Jones so you will see the answer as well, since your issue was similar. :)
It is extremely dissapointing that this is not documented well enough in Resource center. Please forward this feedback, so others do not need to spend too many hours/testing looking for answers for the same thing.
WEM activity view in Salesforce has pretty much no use if the notifications do not work on other SF tabs / chrome.
Agents can easily open up native Genesys cloud if they wish to open gamification scores etc. I undertand it depends on experience aswell, others might like it as is but all of our customers use SF for cases etc, when the views change all the time.
I will create the idea on this aswell. Thank you for the help Eduard!
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Viivi Tiainen
Original Message:
Sent: 05-20-2025 10:49
From: Eduard Roehrich
Subject: Embedded WEM activity view - Chrome notifications
Thanks for confirming.
Adding support for these notifications would be possible and is something we can consider in the future.
For now, I would suggest creating an idea on our Genesys Cloud Ideas Portal to enable browser notifications through the WEM Activity embedded in Salesforce. The more votes the idea will receive, the more likely it is to get prioritized for development.
Thank you!
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Eduard Roehrich
Staff Product Manager
Original Message:
Sent: 05-19-2025 03:30
From: Viivi Tiainen
Subject: Embedded WEM activity view - Chrome notifications
Hi, customer stated that they only get Salesforce notification inside SF.
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Viivi Tiainen
Original Message:
Sent: 05-16-2025 09:20
From: Eduard Roehrich
Subject: Embedded WEM activity view - Chrome notifications
Hi Viivi,
Quick follow-up question on this.
Are you getting other Salesforce notifications in Chrome and the ones from the embedded WEM Activity are the only ones that aren't showing?
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Eduard Roehrich
Staff Product Manager
Original Message:
Sent: 05-14-2025 06:07
From: Viivi Tiainen
Subject: Embedded WEM activity view - Chrome notifications
Hi,
our client is using Salesforce and we have set up the WEM activity view for them.
Currently, If an agent schedule is changed/a break is about to start, they only receive the notification for it in the WEM activity view panel.
We want it to appear as Chrome notification as it would if you are using native Genesys Cloud, since agents are not on the WEM activity view all the while working with SF.
- We have checked that all notifications settings on browser are allowed (also the connector window).
- Agent has all notifications in the system for Chrome allowed and do not disturb is not on.
The notifications only work, if Genesys is opened on another tab but this can cause issues in long term since multiple sessions is not allowed.
Is it possible to get these browser notifications to work with the SF Embedded WEM activity view and if someone has how?
Thanks in advance
#Notifications/Alerts
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Viivi Tiainen
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