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we are using omnichannel for customer service to engage our customers from multiple channels. we have number of agents that are dealing with incoming conversations and whenever any conversation request land in the system an agent notification displayed on top right corner of the browser from agent can accept or reject the conversation request or in case of auto assign agent can open the conversation from the notification. Now my client wants that no notification should shown to agent when conversation request lands in the system. is there way to disable omnichannel agent notifications, i have done lot of R&D on this but finds no solution for this, is any one have any idea about this weather it is OOB or custom way to disable notification. thanks
Hi Abdullah123c,
There is no way to disable this notification. You could submit an idea here to progress this feature here:
Categories (dynamics.com)
Will a PICK mode work for your requirement?
Work distribution mode: Select Push or Pick.
In Push mode, a work item is dispatched to agents automatically using a message alert. You can configure the push work item to be explicitly picked up. For voice, only push mode is available.
In Pick mode, a work item is dispatched to agents when they explicitly pick the work item from the Open work items in the agent dashboard
Thank you Vinoth for adding value.
In our case we are using auto work item assigment so that i am using Push method, Pick will not work in our case.
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