Desktop Notifications

Context

Desktop notification is a message sent by an application to a web browser and displayed on the customer’s desktop. They are typically used to deliver product updates, reminders, and any information that requires special attention, or needs to be actioned quickly.

Problem

Agents are constantly looking at their screens to see if new customer requests are coming in through the Agent Desktop. Agents who are constantly looking at their screens are generally less productive and focused. At the same time, they could do other activities.

Solution

The notification system of the Agent Desktop brings awareness to the agents about incoming customer requests or scheduled calls. Because of this, the agent can engage in other activities and not have to miss incoming customer requests.

What type of notifications are there?

  • New request
  • Scheduled call (the notification is shown when it’s the time for the call)
  • Call me back call (auto-scheduled)
  • Inbound call
  • Chat inbound

Limitations

  • A Lead Distribution System setup is needed in order to receive notifications
  • You must be logged in in order to receive notifications.
  • Inbound while the agent is busy: the notification is not displayed
  • Scheduled call while the agent is busy: the notification is not displayed
  • If you are using Mac, you must set up your notification settings which allow your web browser to send you notifications.

How to turn on desktop notifications in Agent Desktop?

  1. To turn on a desktop notification click on your profile name

2. Click on the ‘Notifications’ button.

3. Select ‘Desktop notifications’ checkbox

4. Click ‘Save’ button to save your settings

5. You will receive notifications

Permissions for notifications in the web browser

If you are using Mac, you must set up your notification settings which allow your web browser to send you notifications.

How does it work when I get a notification?

There are the following types of notifications:

  1. An incoming request with the following copy in the desktop notification:

2. A scheduled call by an Agent with the following copy in the desktop notification:

3. A call scheduled by a customer with the following copy in the desktop notification:

4. A call me back call (auto-scheduled) with the following copy in the desktop notification: 

5. An inbound call with the following copy in the desktop notification: 

6. A chat inbound with the following copy in the desktop notification: 

Sound effect

By default, the standard system sound effect is played once notification appears.

This is the workflow of an incoming request, inbound call request, chat inbound request notification::

  1. Open the Agent Desktop
  2. Fill in your agent e-mail, and click on ‘NEXT’: 
  1. Fill in your password and click on ‘CONNECT’: 
  1. Once logged in successfully and you have turned on notification then you are able to receive notifications.  
  1. A desktop notification appears when a customer requests a request, inbound call, or chat inbound request
  1. Tap on the incoming and blinking request to start connecting with the customer:
  1. When both the customer and the agent pick up the phone, a session will be bridged:

This is the workflow of a scheduled call by agent, scheduled call by a customer, call me back (auto-schedule) notification:

  1. Open the Agent Desktop
  2. Click on ‘SIGN IN’, fill in you agent e-mail, and click on ‘NEXT’:
  1. Fill in your password and click on ‘CONNECT’: 
  1. Once logged in successfully you are able to receive notifications. 
  1. The scheduled call is blinking when is time to start the call 
  1. A desktop notification appears when the scheduled call is planned: 

  1. Tap on the incoming and blinking request to start connecting with the customer. 

  1. When both the customer and the agent pick up the phone, a session will be bridged: