Configuring browser notifications for agents
As an administrator, you can configure how browser notifications are displayed for agents. You can configure the following notification settings:
- Notification icon
- Application name
- Notification before SLA is breached
- Number of seconds that notifications remain on the screen
- Manual dismissal of the notification by the agent
To configure browser notifications for agents
- On the IT Home Page, select Virtual Agent > Virtual Chat Administration Console.
- Select Self Service Portal > Configuration.
- From the list of entries, select Interfaces - Core Chat Services.
- Create an overlay or click Open Overlay.
In the Configuration section, change the value of the following settings:
Setting
Description
Example value
appName
Specify the application name that you want to display in the notification.
By default, the application name displayed in the notification message is Live Chat.
Calbro chat
notifyTimeout
Specify how many seconds you want to display the notification on the agent's screen. Important: The notify timeout depends on personal browser settings of the agents and their company.
15
slaTimeout
Specify how many minutes before the SLA is breached you want the notification to be displayed.
Default value: 5 minutes
Important:
The value that you specify for this tag overrides the value that you specified when defining service level agreements.
The accuracy of the timeout varies based on the agent's browser.
4
requireInteraction
Specify whether you want the agent to manually dismiss the notification.Important: This parameter is not supported in Mozilla Firefox and Microsoft Edge.
true
The following image shows the browser notification settings with example values:
- Click Save.
- To apply the changes, click Refresh servlets.