Quick question, is there any way to enable a sound to notify a contact centre agent when an email is offered to them?
Our agents work across multiple systems and if their agent desktop is not at the front when an email attempts to pass to them they are missing them and being placed in to the unavailable state.
I can't see any way to enable a tone to play when an email is offered.
For anyone else looking for this setting, its on the contact centre agent desktop under "My profile" , Peronalisation, Interaction Sound. :)