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
- Internal Message
- Log
- Menu
- Play Prompt
- Record
- Request Callback
- Request Input
- Request Skill or Service
- RightNow Create Object
- 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
- 1 Web Screen Pop
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update
- Variables and Expressions
- Voice Segment Types
- Scenario Example
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 will appear in the tabs of the Agent Desktop. To specify which content shall appear in the active tab, use option Display activity form before/after web screen pop(s) of the Activity tab of the given service.
Note also that by default specified screen-pop content will be displayed in the Context Information Area of the Agent Desktop. This area is not shown when Agent Desktop is run minimized using the Pop-out function. Thus, when using web screen pop, consider one of the following options:
- Open screen-pop in a separate window/tab (see setting Open in popup window below)
- Disabling agents' privilege Force pop-out phone window
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.