Views:

What's happening?

When an agent is not actively viewing the browser page, they do not receive notifications for newly assigned session messages.

Reason:

The default notification templates were being used by the system, which do not support modifications to allow desktop notifications when the application is running in the background. 

Resolution:

To ensure agents receive notifications when new session messages are assigned while the browser page is not active, follow these steps:

  1. Create a new notification template, "When app is in the background" for the Show Desktop Notification setting. See https://learn.microsoft.com/en-us/dynamics365/customer-service/use/oc-notifications for more information. 
  2. Associate the newly created notification template with the appropriate workstream. Refer to https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/associate-templates.