From Release 21-2-3 onwards,
The CyDesk pop alerts on activity have been moved to a new tray utility with your latest version for anyone who has installed the client side tools (Or desk manager)
You should have an icon in your tray tools with a little man on a white background.
If you open this it’ll launch a tray tool that will persist a notification in the bottom right of your screen if there are calls or alerts present
You can use the little cog button form the dark pane to pop the configuration pane where you select which alerts you wish to receive
Which should then get you persistent alerts in the bottom right which you can click to clear (Rather than having them disappear after a few seconds)
There’s also an option for sound on Ring – which will enable agents to have their PC make a noise when a call is ringing rather than just ringing in their headphones