The Microsoft Unified Service Desk provides notifications when Chat Messages from Live Assist for Dynamics 365 are received while an Agent is using another application.
When another application is being used, the USD icon in the Windows Taskbar will flash to notify an Agent that a new message has been received.
Audio Notifications can also be configured. To activate this feature, enable the following options:
- Audio notification for new chat: A new chat has been automatically accepted by the agent: set ACD to auto-accept.
See also: Automated Chat Distribution (ACD)
- Audio notification for new chat message: shows Audio Notifications when a message sent by the visitor or Supervisor is received by the agent.