AnsweredAssumed Answered

Service Desk- Live Assistance Analyst Notification

Question asked by Vassilia on Jul 14, 2017
Latest reply on Jul 14, 2017 by Vassilia

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.