Screen pop configuration

Screen pop is a feature of the Agent desktop that automatically displays customer information via a window, tab, or within the Agent desktop itself when agents are on a contact.

Screen pop

To add a screen pop, go to Config > Screen pop > Screen pops. Click on Add screen pop.

Enter or select the following details:

1. Name

2. Description: Optional

Screen pop type

Enter or select the following details:

1. Screen pop type: Select one of the following

   1. Custom: Enter Target URL

   2. Customer profile: Enter Search attribute and select Search type

   3. Notes

   4. Outbound dialler

   5. Scheduled callback

   6. Dynamic form

Container

Enter or select the following details:

1. Container: Select one of the following

   1. Embedded: The screen pop will appear within the Agent desktop. Enter a name for the tab that the screen pop will appear within.

   2. Tab: The screen pop will appear in a new tab on your browser.

   3. Window: The screen pop will appear in a new window on your browser.

Conditions

Set any conditions that must be met to trigger the screen pop.

Enter the following details:

1. Attribute name

2. Pattern

Click on Save.

Screen pop events

To add a screen pop event, go to Config > Screen pop > Screen pop events. Click on Add screen pop event.

Enter or select the following details:

1. Name

2. Event: This is to set when the screen pop will occur. You can select from one of the following options:

   1. On connected: Screen pop will occur after the agent is connected with the customer.

   2. On connecting: Screen pop will occur when the agent is being connected to the customer.

   3. On ended: Screen pop will occur at the end of the contact.

   4. Outbound dialler: Select this option for outbound dialler screen pops.

   5. Scheduled callbacks: Select this option for scheduled callback screen pops.

Add screen pops to event

Add the screen pops you want to trigger for this event and select the order they appear in the container.

Channels

Set which channels and direction you want this screen pop event to apply to.

Add queues

Select which queues you want this screen pop event to apply to.

Click on Add event.

Enabling a screen pop event

To enable a screen pop event click on the toggle button within the Status column of the screen pop events list. To disable an event, click on the toggle button again.