Configuring and Troubleshooting Omni Channel Engagement Hub Desktop Notifications

One of the latest features of the Omni Channel Engagement Hub is the ability to see notifications of an incoming conversation when the agent dashboard is not in focus. Prior to this release, agents could potentially miss notifications if they had another tab open or if the browser was minimised. This would affect customers as they would need to be routed to another agent and therefore would have an increased waiting time.

The new notification feature will appear when the agent dashboard is not in focus and allow the agent to accept or reject the conversation. Choosing the accept option takes the agent directly to the agent dashboard in order to initiate their conversation with the customer.

If setting up a new trial, this feature should be enabled by default. However, if upgrading an existing environment this setting needs to be enabled on each notification template.

When I first enabled this option, desktop notifications were still not being displayed. These are the different steps I took to troubleshoot the issue to allow notifications to appear.

1. Allow notifications in browser.

If in error you clicked reject when initially prompted to allow desktop notifications, follow the steps here to enable notification in chrome. https://support.google.com/chrome/answer/3220216?co=GENIE.Platform%3DDesktop&hl=en

2. Enable Notifications for your browser

If using chrome, ensure you have chrome enabled to send notifications. If this is not enabled, you will not receive notifications even if you have approved the site. The steps in this link will advise on how this can be done: https://support.microsoft.com/en-gb/help/4028678/windows-10-change-notification-settings

3. Configure Focus Assist on your machine

If presenting your screen or using an app in full screen mode, you may not receive desktop notifications. In this instance, ensure that your focus assistance settings is configured appropriately. The steps in this link will guide you through the necessary steps: https://support.microsoft.com/en-gb/help/4026996/windows-10-turn-focus-assist-on-or-off

Though the areas to troubleshoot relate to Google Chrome and Windows 10, if experiencing similar issues I hope you’ll find it useful as a pointer in what to consider.