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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Notification do not po...
Service | Customer Service, Contact Center, Fie...
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Notification do not pop up even if the "Open Work Items" shows up in Omnichannel Agent Dashboard

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Posted on by Nicksoft2012 55

We have Omnichannel customer service app was working in the past but all of a sudden the Notification like below screenshot/article stop showing on "Omnichannel for Customer service" Omnichannel Agent Dashboard any more. 

Any one knows what troubleshooting steps/configuration verification needed to resolve such issue? we have ticket open with Microsoft for last 15 days, but they are keep telling that engagin with dev teams/product teams, but no real answers.

Any one could assist if they face similar issue and resolved such issue?

Notifications for agents working in Omnichannel for Customer Service | Microsoft Docs

pastedimage1660233229527v1.png

  • Nicksoft2012 Profile Picture
    Nicksoft2012 55 on at
    RE: Notification do not pop up even if the "Open Work Items" shows up in Omnichannel Agent Dashboard

    After Microsoft support ticket, they suggested to create channel integration framework record and after some time all of a sudden worked with configuring workstream with push type. Again we did noticed that Omnichannel may take some time for making configuration effective time to time and also need luck.

    But any way it is resolved. If any one need any further assistance in this matter, please contact me directly.

  • Nicksoft2012 Profile Picture
    Nicksoft2012 55 on at
    RE: Notification do not pop up even if the "Open Work Items" shows up in Omnichannel Agent Dashboard

    Thank you  for articles. I did tried those troubleshooting steps,.. but no luck. The notification do not pop up on browser at all.

  • Community Member Profile Picture
    Community Member on at
    RE: Notification do not pop up even if the "Open Work Items" shows up in Omnichannel Agent Dashboard

    Hi Nicksoft2012,

    Maybe you can refer the following documentation:

    https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-omnichannel-customer-service#agents-not-receiving-chat-in-omnichannel-for-customer-service 

    Desktop Notifications Not Working in Omnichannel - Carl de Souza

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