Notifications and Errors

The following notifications and errors appear on the Agent Answers gadget. You must pay attention to these notifications to get regular information on the status of answers and gadget, and take necessary action.

  • Banner notifications are displayed in different scenarios. For example, in case of network issues, when new answers are not populated, gadget reconnects to the server, and so on.

  • Tab notification appears as a red dot when the tab is not active. This indicates that there are new suggestions. The dot disappears when the tab is active.

  • Errors are displayed in different scenarios. For example, when gadget loading fails or when answers are not populated for a given conversation, and so on.

  • Toaster notification appears at the bottom-right corner of your screen when there are new suggestions. The notification does not appear on the browser tab of the desktop.

Note

  • Suggestions are displayed only during the call and they are cleared when the call ends.

  • If you do not see any suggestions, check if the Contact Center AI service is enabled. For information on how to enable the Contact Center AI Service, see the Contact Center AI Services section in the CCE 12.6(1) Administration Guide.

  • When a Contact Center AI service is disabled for an agent in Unified CCE Administration, the change takes effect in the Finesse Desktop when the agent logs off and logs in to the desktop.