Web Notification Alert for Incoming Interactions
In 8x8 Agent Console, agents can now receive web notification alerts for incoming interactions and avoid missing interactions when the application is not in focus. While in available state, if agents have moved away from the application temporarily, the web notification alerts them of incoming interactions. They can click on a notification to bring 8x8 Agent Console back in focus to handle the interaction.
- Google Chrome 22+
- Mozilla Firefox 22+
- Internet Explorer does not support web notifications.
- Firefox closes web notifications automatically after a few moments. This is a browser limitation.
How it Works
- The first time an agent receives a new interaction, he is prompted to allow or block interaction notifications from the application domain. This prompt may vary from browser to browser and is required to avoid notification spam.
If agents explicitly deny display of notifications but later change their mind, they must manually re-enable it in the browser preferences as the prompt is presented only once.
Prior to Chrome version 37, the prompt is triggered by user actions such as mouse or keyboard events.
- If the agent accepts to be notified by the application, a notification pops up whenever a new chat, email, phone or voicemail interaction comes in. The behavior and appearance of notification depends on the browser and operating system from which they are triggered.
Note: Chrome shows up to three notifications at a time; older notifications must be dismissed to give place for newer ones. All notifications can be read by clicking the Chrome notification icon in the system tray (Windows) or menu bar (Mac). The behavior varies with browser and OS combination.
- Each notification displays the interaction type in its title, and the customer name (if any) in its body. The agent can then click the notification to bring the 8x8 Agent Console back in focus. This behavior may vary depending on the browser and OS used.
Note: Clicking the notification does not accept or reject the interaction. The agent must handle the interaction manually.