Notifications and Alerts
Engage can be configured to notify you when new messages are available for processing. There are two types of message notifications available:
Engage Notifications—a pop up notification appearing inside the Engage window, occurring when new messages are offered to you for processing. Engage must be in focus for these notifications to appear.
Desktop Notifications—a pop up browser notification appearing on your computer's desktop and, optionally, a sound played through your computer speakers, occurring when new messages are offered to you for processing. Desktop notifications appear when Engage does not have focus or is minimized. Desktop notifications must be enabled by your site administrator and only work with selected and properly configured browsers.
Configuring Desktop Notifications
Desktop Notifications are intended to inform you when new messages are available to you, even if your Engage browser window is hidden by other applications or is minimized. Before you can use this feature, the following conditions must be met:
Each of these steps is explained below (except for the first one, which is covered in the Contact Administrators Guide).
Enabling Desktop Notifications Using the Options menu
You can control Desktop Notifications using the Options menu, located in the upper right corner of the Engage window.
Figure 8-1: Options Menu
Using this menu, you can:
Figure 8-2: Allowing Desktop Notifications
After you have turned on Desktop Notifications using the Options menu, you will see the message prompt shown below when you go online with Engage (assuming the other requirements described above have been met).
Figure 8-3: Allow Notifications
Configuring Your Browser
Currently, most browsers support audio alerts, but only the following support visible desktop notifications (and are supported by Engage):
The steps below describe how to configure desktop notifications on these browsers.
The steps listed here are provided for your convenience and may change without notice as new versions of these products are released. For assistance with browser configuration, please consult the manufacturer or a user support forum.
Enabling Desktop Notifications on Chrome
Figure 8-4: Configuring Notifications on Chrome
Figure 8-5: Managing Notification Exceptions
Enabling Desktop Notifications on Firefox
Figure 8-6: Configuring Notifications on Chrome
Permitting Desktop Notifications For Your Engage Instance
Once you've enabled your browser to display desktop alerts in general, you must grant specific permission for each site that wants to display them. When you access your instance of Engage and this permission has not been granted, you will see prompts from your browser similar to the following:
For Firefox:
Figure 8-7: Granting Permission for Engage to Display Desktop Notifications (Firefox)
Be sure to check Always Show Notifications.
For Chrome:
Figure 8-8: Granting Permission for Engage to Display Desktop Notifications (Chrome)
Be sure to click Allow.
Responding to Notifications
When a new message arrives and is available for you to process, you can then accept or reject it via the Engage Notifications pop up.
Engage Notifications have an Accept button and a Cancel link. A timer counts down in the right hand side of the notification. If you do not click Accept or Cancel before the timer ends, the message returns to the queue to be offered to another agent.
Figure 8-9: New Engage Notification
For Desktop Notifications, clicking on the pop up will display the customer record and allow you to accept it. To reject the message, click the X button in the notification pop up.
Figure 8-10: New Desktop Notification
How Many Alerts Will I See?
The number of notifications you can see and the duration they remain on your screen vary according to the type of message and the browser you use:
Engage Notifications appear one at a time. They are displayed for the duration of the timer, as mentioned above.
For Desktop Notifications, the number and duration depend on your browser:
Desktop Notifications do not display the timer. However, you must still accept the message before the configured time expires or the message may be offered to another agent.
Clicking on expired Desktop Notifications may display an alert, telling you the message is no longer available.