Agent personalization of sound notifications
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Sep 1, 2020 |
- |
Oct 1, 2020 |
Business value
Most of us have preferences for different sound-based notifications that are helpful and meaningful in distinguishing events. It is common with any sound-based notification experience to be customizable, such as the ring tone, email, text, or other notifications on your cell phone. Similarly, it is helpful for agents to be able to customize the sound notifications they receive for different events in Omnichannel for Customer Service.
Feature details
This feature enables agents to customize sound notifications for incoming conversations so that they can easily distinguish between the different sessions that they are handling and differentiate their sessions from others around them in a call center setting.