How Omnichannel Notifications Work

You can receive Omnichannel, Multi-Channel Architecture (MCA), and Live Window notifications all with the same look and feel. The different types of notifications are described in the following list.

• Interactive, or countdown offers such as work offer (for instance, a chat offer) is made to an agent through an assignment. The agent receives a notification that contains a timer and can either accept, decline or let the offer time out. If the offer times out, then the work offer goes back through the assignment to look for another agent.

• Forced notifications are essentially SR assignments or non-real-time work. These are informational notifications to inform an agent that a new non-real-time work item has been assigned. The notification contains a link that if clicked, will open the object that has been assigned. If there are multiple SR assignments made in quick succession then those assignments can be configured to roll up into a single notification with a count of the assignments. This has a link too, but for these roll up notifications the agent will be taken the SR list UI where they can view the list of new assignments.

• A desktop or toast notification appears if you don't have Fusion Service in focus on your desktop.