Our agents, using the Genesys for Salesforce (CTI) integration have been experiencing issues especially with inbound calls, where sometimes they're unable to accept the call, the ringing sound wouldn't play, etc...
I suspected the issue might be related to them having both the Salesforce embedded client and the Genesys Cloud web app opened at the same time. This is needed for them to keep an eye out on their colleague's statuses.
I've reached out to Genesys Support, and it's been confirmed that using the embedded client alongside the full web app isn't supported.
Knowing that, is there any simple way of enabling them to access the information they need? Obviously I could write a custom web app utilizing Notifications API and make it available to them, but it seems like overkill.