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Integration Scope

The scope of integration discussed in this guide includes the following elements:

• ServicePattern Agent Desktop embedded into the application.
• Single sign-on, i.e., simultaneous user logging into RightNow and ServicePattern systems.
• Use of RightNow data to identify agents qualified to handle an incoming interaction using the information provided by the caller via an interactive voice response (IVR) application as well as possible updates of RightNow data via self-service IVR applications. Supported operations include searching for, creating, and updating RightNow records.
• Screen-pop, i.e., display of relevant RightNow records synchronized with interaction delivery to the agent.
• Click-to-call, i.e., the capability to contact people who originated or handled a RightNow incident and initiate calls to them via a single click.
• Availability of call-processing details in the RightNow incident activity history including:
  • Start time
  • Contact number
  • Duration (talk + hold)
  • Interaction direction (outbound/inbound)
  • Disposition
  • Access to call recording

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