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Web Screen Pop

This block specifies what to display for the agent when the interaction is connected to this agent through the Connect Call block.

Note that services may also have activity forms associated with them. If an interaction is associated with a service that has a configured activity form, both the activity form and the content specified in this block will be delivered to the agent desktop, with the activity form displayed in the active tab.


Settings

  • Title text - The name of the block instance.

  • Open in popup window – Indicates whether screen-pop should appear in the Context Information Area of the Agent Desktop application (default) or in a separate window.

  • 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.

  • Screenpop action – Indicates whether the pop-up will open a web page (default) or display text

  • URL of the page to open – Specifies the URL of the web page that should be opened if the Open web page screenpop action is selected. A query string can be added to supply variables for the screenpop page, e.g., http://www.localhost.com/Webform2.aspx?accountnumber=$(custNum)

  • Text to display – Specifies the text to be displayed if the Display text screenpop action is selected.

  • Additional URLs – Can be used to specify URLs of optional additional web pages to be opened if the Open web page screenpop action is selected.

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