To get notifications enabled, User should allow them in a browser. If Agent does not get desktop notifications, then likely "Block" option was clicked or there is a need to manually enable this function in browser or computer.
You can use next referral links instructions to configure your desktop notifications:
Enable in your operating system
How to enable desktop notifications in Windows 10
How to enable desktop notifications in Macbook
Enable in your browser
How to allow desktop notifications directly in Chrome on Windows 10
How to allow desktop notifications directly in Safari on Macbook
Note: if you use Windows 10 with no action center enabled or Windows XP, 7, 8 so you need to select this parameter chrome://flags/#enable-system-notifications as Disabled
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