Our requirement is to provide an alert message for Supervisors in Live Agent when agent is not responding to a customer for specific period of time. Is there any standard or customized way to this ?

So far we are able to show alerts to agents and customers but not supervisors.


You can catch the omni console event lightning:omniChannelWorkDeclined when the agent is declining the work and notify the manager(user.manager) via email or SF alerts

You can use the below winter'19 feature to monitor the work declined event from the console.

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