Social Miner - Chat notifications

Hello all,

Hi,

The SocialMiner Chat gadget is provided by the SocialMiner team. I do not know the details/code of the gadget enough to recommend a workaround. I will move this thread to the SocialMiner forum where they can (probably) better serve you.

Thanx,

Denise

Someone any idea?

Hi michael.manea1,

First of all, apologies for the delay in response.

We're coming back from a big holiday week in India.

Toaster notifications for incoming chat and emails has been implemented in CCX 11.5 onwards. Unfortunately, this functionality is built-in to the email and chat gadgets that are shipped with CCX and SocialMiner, and we are currently not looking at porting this functionality back into 10.6. Since this feature requires finesse desktop to actually support the capability of showing toaster notifications (built only since 11.5), I'm afraid there is no workaround possible.

Can I encourage you to upgrade your deployment to 11.5 so you can get these features?

However, to address the problem of agents missing a chat, we already have a feature built into release 10.6 where an audible sound alert is played on the finesse desktop upon an incoming chat being offered to the agent. So, even if an agent isn't focusing on finesse desktop, he can realize about an incoming chat as soon as he hears the audible alert.

Hope this helps.

Thanks,

Nagendra U M

Hello Nagendra,

thank for your feedback, we're already planing an update to the newest UCCX version but cause we have an 24/7 Hotline it needs a lot of planing and fallback plans.

I didn't know that there is a sound when a chat request will played. Is there a way to change this audiofile to have a more

noticeable sound?

Best regards

Michael

Hi michael.manea1,

The audio sound that is played is pretty loud. If your agents have headphones on them, or have speakers turned on, they should be able to hear this.

(The sound you hear when someone pings you on Cisco Jabber - that is exactly the same sound we have built-in here)

Is it the case that they hear the sound, but miss it sometimes due to low volume? Just trying to understand better.

There is currently no way to change the audio to a different sound. Do let me know if your agents are able to hear the sound but think it is not loud enough. I can take this feedback to my user-experience team and we can come up with something better if needed.

Thanks,

Nagendra U M

Hello Nagendra,

i just checked yesterday with the Finesse Chat Sound Alert, i think the sound to unimpressive to get noticed by the Agent.
That's why i'am asking if there is a way to change the soundfile with an more thrilling one.

Maybe it is possible to replace the audiofile on the server?

Thanks!

Best regards
Michael

Hi michael.manea1,

I'll take your feedback about this back to my team. We'll consider replacing the audio to something better and more louder.

As far as changing it is concerned, I'm afraid there is no way exposed to upload a new audio file into the system. We'll have to change the code in the system if we were to do this.

Thanks,

Nagendra U M

We have CCX 11 and social miner, the sound is very low and does not really get agent's attention.  We just got our phone system completed in Aug 2016, we did purchase the 3yrs hardware and software upgrades license.  However our provider wants us to pay for the upgrade to 11.5 as it is not part of bug fixes. 

Hello Raulito,

do you know what should be different in Version 11.5?

Will the sound be louder or did you have a chance to replace it with any other Sound?

Maybe a whole different notification typ?

Best regards

Michael