Raise Flag Notification The Attached file is a Chrome Extension that displays a Desktop Notification to the Supervisor (where this extension is installed) indicating that an Agent Raised the Flag in Omni-Channel.
Refer to this article for capturing flag-raise events in Aura: Salesforce Omni-Supervisor Raise/Lower Flag Alerts. Place the Aura component in the desired location, such as the chat/messaging session record or voice call record pages. When the component detects a flag raise event, it should publish a platform event containing the record ID.
Next, create a utility bar aura component that subscribes to the platform event. Upon receiving the event, the utility bar component plays an audio notification in Aura. For details on implementing audio playback, refer to this blog: Play Sound in Lightning Component.
To restrict the audio notifications to users in supervisor configurations, ensure the following:
- Before subscribing to the platform event in the utility bar component, verify if the current user is part of the Omni-Supervisor configuration.
- If the user is a member of the configuration, proceed to subscribe to the event.
- Only authorized subscribers will hear the audio notification.
You can leverage the utility bar component to show the records where the flag was raised based on the platform event.
