From Bright Pattern Documentation
Contents
- Introduction
- Scenario Builder Application
- Scenario Blocks
- Accept
- Add to Calling List
- Answer
- Attached Data
- Collect Digits
- Comment
- Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Exit
- Fetch URL
- Find Agent
- Get Next Record
- Get Statistics
- Get User Configuration
- Goto
- If
- Log
- Menu
- Play Prompt
- Record
- Request Callback
- Request Input
- Request Skill or Service
- RightNow Create Object
- 1 RightNow Screen Pop
- RightNow Search
- RightNow Select Account
- RightNow Update
- Salesforce.com Delete
- Salesforce.com Insert
- Salesforce.com Screenpop
- Salesforce.com Search
- Salesforce.com Update
- Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- Set Agent State
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Voicemail
- Wait
- Web Screen Pop
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update
- Variables and Expressions
- Voice Segment Types
- Scenario Example
Scenario Builder Reference Guide
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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