Notifications and Toast alerts

[Porlin]

Background

In Q2 we started looking at a Notification Centre for Flex, with a focus on alerts for Real time Insights for the Supervisor persona.

Notifications to supervisors complement conditional highlighting cues on the realtime queue dashboards by alerting supervisors of persistent warning or critical issues, ensuring proactive measures to resolve such issues before they escalate. The supervisor need not be necessarily logged in to Flex or continuously monitoring the realtime queues dashboard to receive such notifications. The notifications can be triggered if either the warning or critical threshold breach persists for a specific duration.

Feedback

On the Supervisor UI, we are using Toast notifications to highlight when a metric has reached a critical or warning threshold breech. The toast messages are to capture immediate attention by appearing directly on the screen, on any dashboards including Realtime Queues stats as the supervisor could be on any of these dashboards in Flex. These alerts are effective for urgent notifications that require instant awareness or action from the supervisors such as reassigning agents or adjusting the queues.

We will run into the use-case where we will need to display more than 3 toast at one time, in the event that a Supervisor has not dismissed any Critical Toast notifications.

We have a Notification Panel that serves as a central repository for all alerts (active and resolved) related to breach in queue metric thresholds allowing supervisors, managers and quality analysts to track, audit, and manage such issues comprehensively. This ensures that no alert is overlooked.

Questions:

• How long does a Toast notification stay until a user dismisses it for Critical we want to keep it there until the user dismisses it?


• Is there a max number of toast notifications that can be displayed at one time?



• Is there a sound for the notification bell?
 


Stage of design

Exploration and High Fidelity

Research

Flex Frame AI Supervisor Notifications

Relevant links

Figma link

Are you looking for visual design support?

• Yes

Additional Information

No response

[TwilioPasteBot]

Disclaimer: This is a very experimental bot using OpenAI's GPT-4. The answers may not be correct, a human will review the answer and update it if necessary.

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For your questions regarding Toast notifications in the Supervisor UI for Flex, here's what the Paste documentation suggests:

• How long does a Toast notification stay until a user dismisses it for Critical we want to keep it there until the user dismisses it?
  The Paste documentation does not specify a maximum duration for Toast notifications. However, for critical notifications that require immediate attention or action, it is a common practice to require the user to dismiss the notification manually to ensure it has been seen. This approach aligns with your requirement for critical Toast notifications to stay until dismissed by the user.

• Is there a max number of toast notifications that can be displayed at one time?
  The Paste documentation does not provide specific guidance on the maximum number of Toast notifications that can be displayed simultaneously. It's important to consider the user experience and avoid overwhelming users with too many notifications at once. If you anticipate needing to display more than three Toast notifications at a time, it may be worth considering a notification management strategy, such as queuing notifications or using a Notification Panel as a central repository, as you mentioned.

• Is there a sound for the notification bell?
  The Paste documentation does not mention the use of sound for notifications. Implementing sound for notifications, such as a bell sound for critical alerts, can enhance the notification's visibility, especially in a busy or noisy environment. However, it's crucial to provide users with the option to mute or adjust the volume of notification sounds to accommodate different working conditions and personal preferences.

For more detailed guidance and best practices on using Toast notifications and other components in the Paste design system, you can refer to the official Paste documentation: Toast documentation.

If you're looking for visual design support or further clarification on implementing these notifications within the Flex UI, it's recommended to consult with the Paste design system team or refer to the official Paste documentation for the most up-to-date and comprehensive guidance.

I also did a search, and I managed to find these other Discussions that might be similar or related to your question. Give them a read to see if they answer your question. If they do, head back here and update this discussion and mark it as answered, pointing others to the related discussion:

• Flex Frame AI (updated: 02/12/2024, similarity score: 86%)
• Notification framework (updated: 04/18/2024, similarity score: 85%)
• Hide and reveal Alert Notification - Answer (updated: 06/17/2022, similarity score: 84%)

[serifluous]

Hey @Porlin ! PasteBot's answers are pretty good here. I'll add for more detail:

• By default, Toasts stay on the screen until the user dismisses them. They do not time-out automatically.
• Our guidelines suggest showing no more than 3. And if you need to, batch the text content into a single Toast if you can. However we don't prevent you from adding more if necessary.

For a notification sound, will these messages also trigger a browser desktop notification?

[roxanagomez]

Hi @Porlin Thank you for coming to Office Hours!

Check out the recording here