Hey guys, we are a super small shop with only 20 agents and I manage basically everything. We just turned on Web Messaging on our website last week. It works great, but my agents are complaining that they keep missing incoming chats. For phone calls, their headset rings loudly so they never miss it. But for web messaging, there is no ringing sound at all. Sometimes they just get a tiny browser pop-up that disappears, and if they are looking at another screen, the chat just times out and routes to the next person. Is there any way to force a persistent ringing sound or a louder notification for incoming digital interactions?
This is a known behavior. Voice interactions utilize the WebRTC phone which produces a persistent ringtone. Digital interactions, including Web Messaging and Email, do not use WebRTC and rely entirely on standard browser notifications and a single audio chime.
You must instruct your agents to pin the Genesys Cloud browser tab, enable browser notifications for the site, and verify their operating system focus assist or Do Not Disturb settings are disabled. Additionally, in the queue routing configuration, you can adjust the alerting timeout for digital interactions to 60 seconds to provide them more time to respond.
Oh I completely understand! When we migrated from Zendesk to Genesys Cloud we had the exact same learning curve! Zendesk has that really loud constant ringing for incoming chats! But Genesys Cloud handles omni-channel so beautifully once you get used to it! What we did was enable the ‘Auto-Answer’ feature specifically for Web Messaging! If your agents are logged in and go ‘On Queue’, the chat automatically connects to them with a nice chime, and they do not have to manually click the ‘Accept’ button! It totally solved our missed interaction problems and lowered our average speed of answer to zero!
Do not even get me started on the audio notifications in this platform. I spend half my day troubleshooting remote agent headsets because Chrome arbitrarily decides to block auto-playing audio chimes if the agent has not interacted with the tab recently. The browser security policies completely ruin the single-chime notification for digital channels.
Auto-answer is a band-aid, but if the agent walks away from their desk without changing their status to ‘Away’, you just end up with dead air and angry customers. We desperately need a persistent ringing option for digital channels built directly into the desktop application.