Hi, Robert!
Thanks for the response.
The issue is that we don't use wrap-up codes currently for anything. The system was set up before "Agent Requested" was a thing (I notice it still isn't discussed in the online help!). "Optional" is no good because it requires the agent to indicate they are Done, even if they don't select a Wrap-Up code. The system was therefore set up with "Mandatory Time-Boxed" and a timeout of 1 second.
This works, however the agents get an alert to say the timeout has expired.
In the Browser, you can turn off the alerts and all is good. With the App, however (yeah, we use the App) this setting seems to turn off the Desktop Notification (AKA "Toast") but replaces it with a notification in the T-R of the interface (similar behavior to the Browser version with alerts on.)
Now, I could go through all the queues (LOT of queues) and switch them all to "Agent Requested", but was hoping to allow the agents to merely turn off the notification, since the system works as it is now (if it aint broken, don't fix it, right?)
That being said, I read somewhere / was told that "Agent Requested" only works for digital channels, but I just checked it and it also seems to work for Voice, so I may well recommend the change - thanks!
My central question, however, remains. If the user elects to turn of notifications, why doesn't it turn off notifications?