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Service Desk- Live Assistance Analyst Notification

  • 1.  Service Desk- Live Assistance Analyst Notification

    Posted 07-14-2017 08:52 AM

    Hi Everyone,

     

    When an end user joins live chat, he is "on hold" waiting for an analyst to handle his session. The analyst can see that the end user is being on hold only by seeing the queue sessions. My question is if is there any way that the analyst is being notified that there is a user on hold (ex. there is the option of a pop up notification when the end user leaves the session).

     

    I've tried it by modifying the notification rules option SA: Queue Entry Notification  (adding "Analyst" in "Contact Type" Tab), but still the notification pop up comes up after the analyst has opened the session. 

     

    Thanks,

    Vassilia 



  • 2.  Re: Service Desk- Live Assistance Analyst Notification

    Broadcom Employee
    Posted 07-14-2017 09:15 AM

    Would you be able to attach some screenshots showing how the "SA: Queue Entry Notification" is configured? This is the usual method you'd use to trigger an email notification to be sent when an End User enters the queue.



  • 3.  Re: Service Desk- Live Assistance Analyst Notification

    Posted 07-14-2017 09:27 AM

    Hi,

    I've added "Analyst" as contact type. Here is the screenshot:

    Thanks!