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RightNow Screen Pop

This block specifies RightNow data to be displayed for the agent when the interaction is connected to this agent through the Connect Call block.


Settings

  • Title text - The name of the block instance.
  • Pop screen upon answer – By default, the screen-pop occurs as soon as the interaction is delivered to the agent (i.e., during the alert phase); select this checkbox if you want the screen-pop to occur when the agent accepts the interaction for handling.
  • Object – Use this option when the scenario can precisely identify the object associated with the interaction using object ID. A RightNow page with the object properties will be displayed to the agent.
    • Object Identifier – Identifier of the RightNow object to be displayed. Must be specified if the Object option is selected. May be specified as an application variable in form $(varname).
    • Object type – Type of the RightNow object to be displayed.
  • Search results – Use this option to run a pre-defined RightNow report for object selection. The results of the report will appear on the agent's screen.
    • Report ID - Identifier of the RightNow report to be run for object selection.
    • Filters - Click add to define a filter for selecting records within this report. Multiple filters can be defined.
      • Expression - Table name and field name from the RightNow report definition that will be used as a selection criterion, e.g., contacts.any_phone_raw
      • Operator - Operator used for selection.
      • Value - Can be a single value, a list of values, or a value range. Values can be defined as scenario variables, e.g., $(ANI)
  • Cancel screen pop – The available interaction data cannot be used to identify any relevant RightNow records. Use this option to cancel screenpop of a specific RightNow page that may have been set by a previous use of this block in the same scenario.
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