Views:

What’s happening?

Agents are not receiving alerts or sound notifications when new chat sessions are routed to them in Dynamics 365 Customer Service Workspace.

Reason

The occurs when the sound notification settings are not properly configured for individual agents.

Resolution:

1. Confirm sound notifications are enabled for the relevant channels at the environment level. See Enable sound notifications for conversations in Omnichannel for Customer Service | Microsoft Learn for more information. 

2. Confirm users have sound notifications enabled in their personalizations in Customer Service Workspace. See Personalize sound notifications in Omnichannel for Customer Service. | Microsoft Learn for more information.  

3. Confirm users have media autoplay enabled in their browser. How to do this differs by browser: