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
- Web Screen Pop
- Zendesk Create Object
- 1 Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update
- Variables and Expressions
- Voice Segment Types
- Scenario Example
Zendesk Screen Pop
This block specifies Zendesk data to be displayed for the agent when the interaction is connected to this agent through the Connect Call or Connect Chat 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. A Zendesk page with the object properties will be displayed to the agent.
Object ID – Identifier of the Zendesk object to be displayed. Must be specified if the Object option is selected. May be specified as an application variable in the $(varname) format.
Object type – Type of the Zendesk object to be displayed. Can be either a ticket or a user.
Nothing – The available interaction data cannot be used to identify any relevant Zendesk records. Use this option to cancel screenpop of a specific Zendesk page that may have been set by a previous use of this block in the same scenario.