I think I may already know the answer to this, but am putting it out there in case anyone in this great community has found a workaround for my issue.
I have a customer that uses the Google suite for its call-centre applications and processes (Chrome browser, Google Sheets etc).
The agents use Google Hangouts for internal comms, and they are quite active on it.
The most popular way for Agents to use hangouts is to have the Chrome extension installed, and hangouts “floating” as a separate app from the Chrome browser.
The challenge here is that our attended Robots see the floating Hangouts as an additional instance of Google Chome, and get “confused” as to which Browser they are interacting with.
We’ve isolated that this is the root cause, as if we disable the Hangouts extension and get the agents to run hangouts in a Chrome Browser tab, the issue disappears.
However, this reduces the efficiency of the interactive chat n the team.
I’m wondering if anyone has come across this (Google suite is quite common) and has found a way to differentiate between the floating Hangouts chat and the Chrome Browser.
Thanks for any suggestions